Anuja Nandi

• Unblocked technical, managerial and CEO level escalations for Jira Cloud SMB Customers.
• Implemented and promoted customer obsessed practices in a support team.
• Influenced and built global level SOPs to sustain a fast growing support team.
• Implemented onboarding plans, coaching plans and continuous calibration plans for the team.
• Influenced job profile changes to filter in the best talents from the market and conducted the highest number of technical interviews.
• Led a team of 7 engineers and ensured that they are not just motivated towards the business goals but also get opportunities to further their careers.
• Monitored operational metrics, performed root cause analysis and implemented strategies in favor of operational goals.

• Acted as escalation point for engineers for Qlik products with specialization in Qlik SAP Connectors and Qlik NPrinting.
• Worked closely with Qlik R&D to perform initial triaging of possible bugs and rule out false alarms.
• Actively participated and promoted Knowledge Centered Support across the team.
• Conducted live trainings to upskill engineers across regions.

• Acted as Subject Matter Expert for SAP Jam and SAP SuccessFactors Single Sign On implementation.
• Implemented support best practices to provide exceptional customer support in a 24/7 support environment.
• Multiply new knowledge among fellow team members and quickly ramp up new joiners. Enhance knowledge base and strive towards maximum incident deflection.

• Responded to customer issues reported via chat, call or tickets within stringent SLAs.
• Identified bugs in the product raise a ticket with a replicable use case and important data points to and follow up with concerned teams to get them fixed ASAP.
• Reviewed documentation regularly and suggest improvements and feedback in order to keep it up to date.
• Made intelligent use of scripting skills to identify the nature of the problem over customer call and also to automate manual tasks.

• Troubleshooting, diagnosing and fixing production software issues and performing software maintenance and configuration changes.
• Scheduling and executing deployments, monitoring the logs, testing and signing off the newly deployed services and executing a safe rollback if necessary, within strict deadlines.
• Checking data consistency by executing SQL queries, make necessary modifications with prior approvals and resolving high severity incidents thereof.
• Automating routine activities by intelligent use of MS Office Tools, Unix and Perl Scripts and SQL queries.

• Provided appreciable customer support and maintain effective working relationship with client teams.
• Recorded, analyzed and managed resolution of incidents in line with Service Level Agreements for existing services.
• Performed release and change management following approved runbooks and escalated in a timely manner.

Major: Open Systems
Algorithms, Operating Systems and Systems Development
Basic and Advanced C/C++, JAVA
RDBMS and ORACLE
Basic and Advanced UNIX, PERL
HTML, Javascript, CSS
VSS and ClearCase