ABHINAV THAKUR
Shimla
Summary
Highly motivated Production/ Solution engineer with experience of 7 years in fintech domain with comprehensive experience in process improvement, quality assurance and development. Exceptionally talented at investigating and sourcing new equipment and identifying and addressing technical issues. Dynamic professional possessing excellent planning, executing and monitoring capabilities.
Overview
6
6
years of professional experience
Work History
Senior Technical Support Engineer
Sensehq
03.2025 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Performed root cause analysis of reported issues to enact corrections.
- Delivered Tier-3 support and SME input to internal and external customers.
Production Support Engineer - 2
Piramal Capital And Housing Finance
01.2024 - 03.2025
- Mentored junior production support engineers, providing guidance on best practices and helping them develop the skills necessary for long-term career growth within the industry.
- Optimized system performance with regular maintenance and software updates.
- Contributed to higher client satisfaction rates by ensuring consistent product quality through rigorous testing procedures.
- Assisted project managers with the planning, execution, and evaluation of production support activities, ensuring successful outcomes for all projects.
- Answers, evaluates, and prioritizes incoming incident requesting Production Support.
- Recognised the problems, conducts research, provide resolutions, and follows up with user as needed,escalating more complex cases to the appropriate team
- Acted as a subject matter expert for implementing and supporting customers
- Triage product issues, provided workarounds where possible, and identify the root-cause
- Created knowledge articles for internal and external use to foster a positive feedback loop
- Prepared standard statistical reports, such as help desk incident reports
- Provided on-call support for rotations and escalations
- Collaborated with our Engineering team to resolve any issues that arise
- Identified, recommended, and implemented solutions that can improve the service
- Created engineering documentation for manufacturing processes, equipment specifications and change notices.
- Decreased in-house production issues by establishing and coordinating sub-contracting and outsourcing requirements and processes.
Senior Support Engineer
BureauId India Pvt Ltd
07.2023 - 12.2023
- Resolve issues with any product by comprehending the issue, working with many teams, and upholding a 100 percent TAT
- Handling clients directly and answering their questions on a daily basis when conducting business
- Controlling employees' access
- Aided engineers and developers in resolving important problems
- Investigated and dealt with technology-related problems
- Worked with teams to offer innovations and fixes.
- Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.
- Managed multiple high-priority projects simultaneously, maintaining focus on quality and deadlines.
- Contributed to business development initiatives by identifying opportunities for upselling or cross-selling products based on clients'' needs.
- Evaluated new technologies for potential implementation in the company''s support strategy, improving overall effectiveness of the team.
- Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
- Provided expert guidance on software usage and best practices to improve client productivity.
Solution Engineer
Cashfree Payments Pvt Ltd
11.2021 - 07.2023
- Write high-quality code that is modular, functional, and testable
- Develop and own monitoring solutions for production and nonproduction environments and applications
- Diagnose, troubleshoot, and fix live site issues and follow through on production issues, patterns of problems, impact on upstream and downstream systems, and resolution
- Document SOP, operability-related know-hows, and configs
- Create and manage runbooks, alerts, monitoring for areas of ownership, and follow through with team members for breaches and for any analogies detected
- Provide inputs to reduce on-call and support overhead Work closely with cross-functional team to understand the product technical roadmap and manage the impact on the operability of systems
- Develop smaller complexity features/enhancements in existing stable systems components
- Communicate effectively and keep internal and external stakeholders updated on the progress of key initiatives
- Work closely in partnership with counterparts in development, product, QA and operations teams
- Act as a guardian for customer experience and live site quality.
Technical Support Engineer
Rupeek Pvt Ltd
07.2019 - 08.2021
- Solve issues occurring in any product by understanding the problem coordinating with different teams and maintaining 100 percent TAT
- Experiencing face-to-face client handling, and resolving queries of the clients on a daily basis during operations
- Managing access of the employees
- Assisted developers and engineers in resolving key issues
- Worked through the identification and resolution of technology issues
- Collaborated with teams to deliver advancements and solutions.
Education
Electrical, Electronics And Communications Engineering
Atal Bihari Vajpayee Government Institute of Engineering And Technology
Shimla, HP07-2019
Senior Secondary Education -
Jawahar Navodaya Vidyalaya
HamirpurSkills
- CSS
- HTLM
- JAVA
- JAVASCRIPT
- GIT
- SQL
- GITHUB
- BITBUCKET
- MONGO DB
- JIRA
- POSTMAN
- REST API
- GRAFANA
- KIBANA
- Incident management
- Software deployment
- Application support
- Scripting languages
Timeline
Senior Technical Support Engineer
Sensehq
03.2025 - Current
Production Support Engineer - 2
Piramal Capital And Housing Finance
01.2024 - 03.2025
Senior Support Engineer
BureauId India Pvt Ltd
07.2023 - 12.2023
Solution Engineer
Cashfree Payments Pvt Ltd
11.2021 - 07.2023
Technical Support Engineer
Rupeek Pvt Ltd
07.2019 - 08.2021
Senior Secondary Education -
Jawahar Navodaya Vidyalaya
Electrical, Electronics And Communications Engineering
Atal Bihari Vajpayee Government Institute of Engineering And Technology
Personal Information
Title: SOLUTION ENGINEER
Hobbies and Interests
- TREKKING
- BIKE RIDES
- READING