Amit Jayaram Menon

• Provided remote support for global customers, navigating time zone differences to ensure prompt assistance when needed.
• Collaborated with cross-functional teams to identify and resolve complex technical problems.
• Contributed to the development of new products by providing valuable user feedback from a support perspective.
• Enhanced product usability by troubleshooting issues and providing effective solutions to customers.
• Conducted root cause analyses on recurring issues, implementing preventive measures that mitigated future occurrences.
• Managed critical product escalations, coordinating efforts across teams to achieve prompt resolutions.
• Mentored junior engineers on best practices in technical problem-solving and customer service excellence.
• Ensured seamless communication between software applications through thorough API testing and debugging.
• Assist customers in integrating APIs with their desired CRM/tools.
• Provide on-call support over weekends to ensure the stability of the product.

Responsibilities :

• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Proactively identify, diagnose, analyze, and troubleshoot the issues.
• Reproducing any product bugs in UAT/Sandbox environment.
• Provide quick resolutions/workaround and hotfixes for the issues.
• Documentation of the troubleshooting followed on the ticket for further debugging from engineering team.
• Reviewing end user KYC to meet the compliance criteria for the partnered banks.
• Providing assistance in issuance of virtual account numbers and cards.
• Participating in on-call support during off US-business hours.
• Monitoring systems in operation and quickly troubleshot errors.
• Indulging in RCA analysis and client communication for wide-spread incidents.
• Engaging with Product and Engineering teams to ensure bugs are handled timely and fixes are deployed within SLA.
• Logging of new feature requests.
• Codebase review to identify the cause of error.
• Process building with third-party partners and internal cross-functional teams.
• Creating end user facing knowledge base articles to self resolve queries/issues.
• Continuously learning new technology, tools, systems, and sharing that knowledge within the team.
• Training and mentoring new team members with our product, tools and tips & tricks to excel in the role.

Responsibilities:

• Working as Senior Technical Application Specialist catering to US customer base.
• Responsible for logging new cases for request/queries and concerns raised by clients.
• Adhere to the SLA of cases basis priority and impact to client business.
• Monitoring daily alerts for on-prem servers located at the customer site that holds the distribution software. Issues like ping requests failure, disk storage, backup failure, etc
• Setting up maintenance plans in SQL server to backup production database.
• Creation and restoration of database in SQL server for application testing purposes.
• Installation/Upgrade of distribution application hosted at the on-prem data center.
• Installation and upgrade of the print utility software on local PC/server for end users to be able to print invoices, order acknowledgement, labels, etc.
• Troubleshooting desktop/Web based application issues.
• Ensuring cases are routed to appropriate groups within organization for faster resolution.
• Adding new users to SQL and assigning them roles and permissions to access/action desired database.
• Assisting clients in installing/replacing SSL certificates in Web Server IIS.
• Providing configuration support to setup new Web servers/SQL Servers.
• BackupExec application support for failed backups.

Responsibilities:

• Working as a Technical Support Engineer for SEA Clients.
• Responsible for logging a ticket for each request/query or issue we address for the clients.
• Responsible for adherence to the SLA of each ticket as per the priority of the ticket depending on the impact on the client business.
• Working closely with Clients/Product team to improve the product functionality.
• Working towards Development tickets and ensure the resolution is met as per the date communicated to the client.
• Ensuring follow-ups are done on tickets and communication is maintained between clients.
• Monitoring of servers for the API calls made by the clients. Ensuring the servers are up and running.
• Usage of Kibana, QC dashboard for API error calls and counts to keep the clients informed on monthly basis of the service health.
• Working with Solution Architects and helping new clients to set up API tool for testing and integration.
• Working towards report generation for Support Team for my Geography.
• Being a direct point of contact for specific clients, raise Feature development requests.
• Record and deliver the client's requirements within the timeframe based on the workflow configured.

Responsibilities:

• Been a part of the Project Transition team, traveled on-site for smoother knowledge transfer of processes, tools and service operation workflow.
• Responsible for managing a team of 7 members to ensure running operations without any resource crunch and operational challenges.
• Responsible for timely performance feedbacks and relative session to keep the team alive and motivated.
• Responsible for weekly, monthly & quarterly service reports to put forth the performance as a team, discuss on the areas of improvements.
• Respond to customer queries via inbound calls within defined SLAs.
• EDI/BizTalk server messages monitoring to ensure the SAP Transactions are processed and completed with no alerts or system failure.
• As a Service Desk Admin, interact with customers to help troubleshoot and resolve complex technical product problems or issues.
• Being a technician, responsible for analysis of the issue and ensure end-to-end follow is followed until the resolution.
• Responsible for SAP user management and client installation.
• Responsible for office mailbox licensing, grant permission to mailboxes, DL's.
• Provide remote support to the user for their issues.
• Create weekly/monthly productivity reports and share it with client.
• Communicate with product development department to improve on current design or to identify possible problems with design.

Responsibilities:

• Worked in Customer Support Team for the O2 Telecom Group.
• As an Executive, assisted the customers to resolve their issues, provided relevant information to mobile device & network related queries.
• Also assisted the customers to raise request for the amendments they wanted to do in the service provided by O2(client).

Responsibilities:

• Worked in Service Desk Department handling IT related queries.
• Designated as Technical Support Associate
• Handled Inbound calls/Emails of Service Requests, Incidents.
• Troubleshoot Outlook, VPN issues, SharePoint issues.
• Handled Windows related issues.
• Worked in Active Directory & Directory Services.
• Installation of Microsoft Office application and Licensing.