Abhilash Reddy Salkuti

Technical Support Engineer

Yupp Video Services (formerly known as Apalya Technol- ogies), Hyderabad (Aug 2019- Present)

Hyderabad

10.2015 - Current

Participated in Client meetings for client requirements.
Preparing BRD for the Internal development team based on client requirements.
Helping the Development team in development to deliver the product on time.
Helping the QA team to perform testing on the product in the QA environment.
Resolving the issues in the Development and QA environment.
Giving backend support for the Development and QA team.
Preparing the product release documents for clients.
Getting proper approvals from the internal teams and clients to move the product to the production environment.
Preparing the production deployment documents and steps to perform while deployment.
Arranging internal team for production deployment.
Participating in Production deployment to monitor the deployment process.
Monitoring the system after the deployment to ensure that the production deployment done properly or not.
Monitoring the the system on daily basis to ensure that the production system is running smoothly.
Identifying the issues in production environment that effects the user experience.
Helping the development and backend team to resolve the production issues.
Participating in critical events like election results, New Movie releases to production environment.
Helping Bussines, curation team to curate the content in production environment.
Supporting MIS team to understand and deliver the the client required reports on time.
Verifying the MIS reports on daily basis wether we are sending the proper data to the clients or not.
Identifying and escalating the issues in production environment with the clients and content providers.
Maintaining good communication skills with the clients and content providers.
Played a crucial role in knowledge management by creating and updating documentation, FAQs, and troubleshooting guides.
Collaborate with Engineering as needed to Provide Root Cause for production issue escalations
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Replied to customer queries via email, messaging systems and support ticket platforms.
Collaborated with teams to solve technical customer problems across production issues.
Streamlined 24/7 support team to monitor the application/system to report the production issues on time
Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
Provided real-time support via phone, email, and chat to address customer technical concerns.

Summary

Overview

Work History

Technical Support Engineer

Education

B.Tech - 2011 - 2015

Skills

Languages

Timeline

Technical Support Engineer

B.Tech - 2011 - 2015

Similar Profiles

Kapil GolashKapil Golash

Maria JonesMaria Jones

KALAIARASAN SKALAIARASAN S