Aman Verma

• Define and implement the long-term support strategies and roadmap for key IT products, ensuring alignment with overall business objectives and stability requirements.
• Act as primary technical escalation point for critical incidents, providing expert-level root cause analysis and coordinating cross-functional teams for rapid resolution.
• Lead knowledge management initiatives, mentoring junior support engineers, and creating high-quality, sustainable documentation and runbook to improve L2 efficiency.
• Own the feedback loop for assigned products, analyzing incident trends and performance metrics to drive continuous improvement in application functionality and user experience.
• Proactively identify performance and potential outages before they impact end users.
• Oversee complex deployment, ensuring minimal downtime and successful rollout across production environment.
• Ensuring SLA is met and product integrations are stable and secure

• Install and configure software over the end user machine.
• Collaborate with software development team to communicate user feedback, report bugs, and contribute to the improvement of applications.
• Monitoring application performance, analyzing data, and implementing improvements to enhance overall system efficiency.
• Proficiency in manual file movement and data transfer across servers, ensuring efficient and secure
• handling of sensitive information.
• Providing DevOps support in building and maintaining CI/CD pipelines using GitLab tool.
• Expertise in hosting applications through Internet Information Services (IIS).
• Hands-on experience in MS Teams App Studio,
• configuring license and managing Information Barriers within MS Teams to maintain compliance and security.
• Troubleshoot issues and major incident by providing solution in timely manner by keeping affected productivity at end users.
• Proficiently managing and maintaining MS-SQL Server Job Agent to schedule and automate routine tasks.
• Implemented alert mechanisms to notify relevant stakeholders in case of job failures or other critical events, ensuring timely response to issues.
• Executed manual testing procedures, ensuring the functionality, usability & compatibility of applications across various platforms.
• Maintaining documentation for applications,
• including user guides, FAQs, and troubleshooting manuals.
• Log monitoring to track system performance, security events, and application behaviors.
• Experience in supporting system upgrades or implementing new software applications.
• Expertise in doing static and dynamic scan for the web APIs.
• Providing training to the end user on how to use application.
• Manage network servers and technology tools.
• Provide access to the agents over the technical tool.

• Provided 24/7 support for web- and client-based applications, file, data feeds and batch processes to prevent impact to business.
• Investigated and addressed system issues to enhance usability and improve functionality.
• Handled many deployments through GIT lab for fixes / enhancement needed in application.
• Managed major technical incidents that were mostly related to applications availability.
• Interacted with clients to resolve issues and answer software-related questions.
• Maintained strong knowledge of third-party risk management.
• Identified and resolved problems through root cause analysis.
• Resolved system test and validation problems to provide normal program functioning.