Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Abhinav Saini

Sr. BizOps Engineer
Navi Mumbai

Summary

Highly motivated Technical Support Engineer with 9+ years across IT domains (Banking, Travel, Telecom). Proven ability to troubleshoot Java applications and lead teams. Seeking new opportunities to leverage my expertise.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

SR. BIZOPS ENGINEER

Mastercard
08.2022 - Current
  • Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
  • Led change management initiatives as part of the problem resolution process, minimizing negative impacts on business operations.
  • Collaborated with cross-functional teams to ensure seamless integration of new features into existing infrastructure/product.
  • Trained and mentored junior team members to strengthen their understanding of ITSM principles and enhance overall team performance.

TECHNICAL SUPPORT - TEAM LEAD

Cybage Software
01.2020 - 08.2022
  • Automated few processes in Splunk, created dashboards and alerts to avoid outages / critical issues in future.
  • Proactively identified potential bottlenecks within the technical support process, taking decisive action to address and eliminate issues.
  • Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
  • Developed comprehensive training programs for new hires, resulting in faster ramp-up times and increased productivity levels.
  • Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.

SR. SOFTWARE ENGINEER

FUTURE FOCUS INFOTECH PVT LTD
07.2019 - 01.2020
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.

SR. SOLUTIONS INTEGRATOR

ERICSSON
03.2019 - 06.2019
  • Monitored critical services running on linux servers as well as created daily status reports and shared it with business stakeholders.
  • Performed initial investigation of production issues and escalated cases to L2 team for further resolution.

FIRST LINE SUPPORT ENGINEER

NICE Interactive Solutions India Pvt. Ltd.
07.2017 - 03.2019
  • Handled technical tickets from clients across globe by providing first line of technical assistance.
  • Worked on critical cases to resolve customer/business issues.
  • Monitored status of application services to reduce business impact.
  • Resolved business queries through cases within defined SLAs and also performed analysis of services, servers or nodes.
  • Fixed production issues by analyzing logs, reviewing code and querying database.

SOFTWARE ENGINEER

SYNTEL
09.2014 - 06.2017
  • Worked as L1 resource by monitoring critical ETL batches and performed initial investigation on tickets and provided resolution
  • Reviewed unix scripts and used SQL queries on IBM DB2 to resolve production issue
  • Monitored health checks of applications and reconciled Cognos reports during business related queries/issues
  • Worked on ECC Bridge to solve high severity issues.

Education

Bachelor of Engineering - Computer Engineering

LOKMANYA TILAK COLLEGE OF ENGINEERING
Navi Mumbai, India
08.2010 - 05.2014

Skills

Java

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Websites

Accomplishments

  • Received Work APPRECIATION certificate by AmEx Managing Director and Won Adaptive Award in Sept 2016 in Syntel.
  • Won team award in Syntel and SPOT award for training new joiners in NICE.
  • Patent has been filed in Mastercard.

Timeline

SR. BIZOPS ENGINEER

Mastercard
08.2022 - Current

TECHNICAL SUPPORT - TEAM LEAD

Cybage Software
01.2020 - 08.2022

SR. SOFTWARE ENGINEER

FUTURE FOCUS INFOTECH PVT LTD
07.2019 - 01.2020

SR. SOLUTIONS INTEGRATOR

ERICSSON
03.2019 - 06.2019

FIRST LINE SUPPORT ENGINEER

NICE Interactive Solutions India Pvt. Ltd.
07.2017 - 03.2019

SOFTWARE ENGINEER

SYNTEL
09.2014 - 06.2017

Bachelor of Engineering - Computer Engineering

LOKMANYA TILAK COLLEGE OF ENGINEERING
08.2010 - 05.2014

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Abhinav SainiSr. BizOps Engineer