Ayush Raina

Technologies: IBM Sterling B2Bi, ITXA, SI, SFG, Java, Linux, SQL, JIRA, and ServiceNow.

• Hands-on experience with IBM Sterling B2Bi (Sterling Integrator) for the translation and transmission of EDI/non-EDI documents.
• Built business processes (BPML) from scratch and enhanced existing flows to meet trading partner requirements.
• Developed, tested, and troubleshot maps (X12, EDIFACT, XML, flat files), ensuring seamless integration.
• Used Sterling Dashboard and Sterling File Gateway (SFG) for troubleshooting, partner onboarding, and protocol management (AS2, FTP, SFTP).
• Delivered support across production and development environments, ensuring system uptime and issue resolution.
• Collaborated with cross-functional teams for file flow monitoring, root cause analysis, and implementation of fixes.
• Leveraged ServiceNow and JIRA for change, problem, and incident management workflows.

• Acted as a customer-facing lead during implementation and incident resolution cycles across web and mobile platforms, including SWN, MIR3, OP, CodeRed, and Risk Intelligence.
• Coordinated with cross-functional engineering, product, and legal teams to support the implementation of technical enhancements and platform upgrades.
• Led the post-incident remediation process to streamline future deployment and onboarding processes, reducing Mean Time to Resolution (MTTR) by 20%.
• Facilitated agile implementation of platform features by managing sprint planning, backlog grooming, and customer feedback loops using SCRUM practices.
• Participated in 'Voice of the Customer' programs to identify and resolve friction points across onboarding, system setup, and application adoption.
• Integrated the ML-based product 'Risk Insights' into the production environment to improve proactive incident response and predictive analytics.
• Defined KPIs such as MTTR, MTBF, and incident recurrence rates to track and improve implementation efficiency, and system stability.
• Delivered training sessions for new hires and end users on product functionality, incident protocols, and change management processes.
• Ensured compliance with ITIL, ISO/IEC 20000, and GDPR standards during all deployment and support phases.
• Worked in a Sterling B2Bi-like environment, monitoring file processing flows, troubleshooting transmission issues, and coordinating resolution with engineering teams.
• Applied production support principles aligned with IBM Sterling protocols and dashboards for escalation and monitoring.

• Delivered full-cycle ERP and EDI integration projects involving Oracle, Salesforce, and healthcare platforms.
• Designed XML schemas and transformation logic and performed partner onboarding using IBM Sterling Integrator and Contivo.
• Managed map development and transmission processes across AS2, SFTP, and VAN protocols.
• Supported business process modeling, SQL-based data validation, and reconciliation.
• Monitored exceptions and ensured timely resolution via cross-functional collaboration.
• Applied agile and change management practices, leveraging Sterling tools for production monitoring and partner integration.

• Led major incident management for high-priority AWS and Apple platform cases, coordinating across cross-functional engineering and operations teams to ensure timely resolution.
• Acted as the primary escalation point for customers experiencing critical technical issues, including infrastructure, access, and service degradation problems.
• Worked with internal development teams to replicate, analyze, and resolve complex customer issues—similar to root cause diagnostics in IBM Sterling B2Bi production support.
• Implemented structured troubleshooting and resolution tracking procedures in alignment with ITIL best practices, ensuring traceability and accountability of incidents.
• Supported protocol-level troubleshooting (HTTPS, SSL cert issues, API authentication errors), reflecting similar skills used in IBM Sterling Dashboard and SFG environments.
• Managed the incident lifecycle using ServiceNow, documenting root causes, resolution steps, and preventive actions for future readiness.
• Provided SQL-based analysis and reporting, supporting back-end data validation, and customer usage metrics—similar to map testing and transformation validation in B2Bi.
• Trained new team members on SLA compliance, incident communication protocols, and handling high-volume case queues effectively.
• Authored knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides for recurring issues.
• Facilitated knowledge transfer sessions on AWS account management, billing disputes, and multi-service support workflows.
• Maintained high customer satisfaction ratings by delivering accurate technical guidance and clear communication under pressure.
• Recognized for driving proactive monitoring strategies to reduce average incident resolution time, and to prevent repeat issues.

• Delivered technical and product support to international customers, handling a wide range of inquiries, including account, billing, logistics, and digital service issues.
• Maintained clear, timely, and empathetic communication with customers during incident resolution, following strict SLA timelines, and escalation protocols.
• Documented incidents and resolutions in internal systems, helping to build a comprehensive knowledge base that enabled first-contact resolution for common issues—similar to Sterling dashboard-based troubleshooting documentation.
• Provided step-by-step technical support for customers experiencing order, payment, or account errors, coordinating across warehouse, payment, and IT teams to resolve system-level issues.
• Monitored system alerts and customer reports to proactively detect trends, similar to Sterling file processing oversight and exception handling.
• Assisted in identifying technical defects by recreating user-reported bugs and working with internal engineering teams to document detailed replication steps and logs.
• Created and updated standard operating procedures (SOPs) and quick-resolution playbooks to improve handling time and accuracy.
• Worked with SQL Server for RDBMS analysis, and participated in patching, mirroring, and replication activities, offering foundational experience for later use in B2Bi and integration tools.
• Supported cross-region coordination for global cases, aligning on time zones, urgency, and follow-up expectations with customers and internal stakeholders.
• Recognized for maintaining above-average customer satisfaction (CSAT) scores, and consistent adherence to quality audit standards.