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
Informatica PowerCenter 961
Databases: SQL/Oracle/MySQL/Postgres/DB2
Ticketing tools: Service Now, Rally, HPSM, Wiser, Remedy
Monitoring tools: Control M, Splunk, AppDynamics, Putty, Nagios
OS: LINUX, Windows 7/10/11, Unix
Shell Scripting
Apache/Jboss/Windows/PCF(Pivotal Cloud Foundry), Postman
Products: WorkForce Management/WFM, GMS/Guest Management System, Global Installments
Version Control: GIT
Automation Server: Jenkins
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