Abhishek Shukla

Experienced AEM UI-UX Production Support Lead with around 7 years of expertise in production support, specializing in UI/UX and Adobe Experience Manager (AEM) environments. Proven track record of managing client communications, meeting defined SLAs, and leading cross-functional teams to ensure seamless production support. Adept at identifying and resolving critical issues, improving support processes, and delivering high-quality service. Recognized for excellence in leading AEM support projects and driving operational efficiency in production environments. Seeking to leverage leadership and technical expertise in a Service Delivery Manager role.

• Leading AEM UI-UX Production Support: Ensuring the smooth functioning of AEM-based websites and applications for the TE Connectivity project, including successful management of AEM UI support for TE.com, an eCommerce platform. Collaborated with Mule, Hybris, and SAP teams for seamless backend integrations.
• Client Communications and SLA Management: Managing client communications, handling critical production incidents, and ensuring adherence to SLAs for all support tickets and issues.
• JIRA Storyboard Management: Ensuring accurate tracking of user stories and timely resolution of issues before go-live.
• End-to-End AEM UI Technical: Delivering support for AEM components, templates, and UI support development using technologies like Angular, TypeScript, Java, and AEM.
• Post-Go-Live Support: Resolving complex website issues, performing root cause analysis (RCA) for high-priority incidents (P1/P2), and implementing permanent fixes via ServiceNow (SNOW).
• Process Improvements: Implementing optimized workflows, leading to increased team efficiency in handling production incidents.
• SLA Tracking with SNOW Dashboard: Managing a SNOW Dashboard to monitor SLAs, ensuring timely resolution of incidents.
• Recognition for Excellence: Receiving 15 ECE Star Awards from the TE Connectivity client for consistently exceeding expectations and meeting delivery goals.
• Working in an Agile Environment: Ensuring iterative progress, adapting quickly to changing client needs, and maintaining high service quality.
• CSAT Monitoring and Feedback Management: Collecting and analyzing customer feedback to improve team performance and enhance service.
• Knowledge Sharing and Training: Conducting regular training sessions and knowledge-sharing activities to enhance team skills and ensure best practices in support and incident management.