Amaan Shiledar

Product Support Analyst

FIS Global

Pune

06.2022 - Current

Delivered 24/7 technical support to over 150 PHEE (TRAX) clients and 500+ MBC clients, ensuring seamless service continuity.
Acted swiftly during major outages by initiating EIM calls, coordinating with cross-functional teams, and driving timely resolution.
Conducted in-depth log analysis (application logs, Event Viewer, etc.) to troubleshoot and resolve complex issues.
Provided Root Cause Analysis (RCA) for critical incidents within defined SLAs, contributing to long-term stability.
Performed post-patching application validation and implemented corrective actions to maintain system integrity.
Mentored and trained new team members, offering hands-on support for client-raised issues to accelerate onboarding.
Proactively monitored alerts and took preventive measures to address potential concerns before client escalation.
Authored detailed incident documentation to support knowledge sharing and future issue resolution.
Managed SNOW tickets and mailbox queries, ensuring prompt and accurate responses to client requests.
Served as Client Relationship Manager for multinational corporations, fostering trust and long-term partnerships.
Identified recurring issues and implemented automation solutions or permanent fixes to enhance operational efficiency.
Logged and tracked Jira tickets for application bugs, collaborating with Product Teams to ensure resolution with complete context.
Participated in client calls to understand concerns and deliver tailored solutions with professionalism.
Provided on-call support during resource shortages, maintaining service levels and team reliability.