Production Support Leadership: Managed and streamlined production support projects, ensuring 24/7 availability and minimal downtime for client systems.
Issue Resolution: Oversaw a team dedicated to quickly identifying, troubleshooting, and resolving critical issues in production environments, reducing resolution times by over 30%.
Client Satisfaction: Achieved high client satisfaction through proactive support and effective communication during incident management.
Scalability and Performance: Implemented strategies to optimize system performance and scalability, ensuring that client applications remain stable during peak usage.
Process Improvement: Led continuous improvement initiatives, implementing best practices in incident and problem management to enhance support efficiency.
SLAs and Compliance: Successfully maintained service level agreements (SLAs) with clients, consistently meeting or exceeding response and resolution time targets.
Risk Management: Developed and implemented risk mitigation strategies to anticipate and address potential production issues before they impact operations.
Cross-Functional Collaboration: Collaborated with development and operations teams to ensure seamless handover and knowledge transfer for effective support.
Automated Monitoring: Introduced automated monitoring tools and scripts to proactively detect anomalies in production systems, reducing manual intervention by 40%.
Client Onboarding for Support: Managed the onboarding of new clients into the support framework, ensuring smooth transitions and tailored support solutions for each client’s unique needs.
Systems Engineer
Infosys
Indore
09.2021 - 07.2022
Headed support team for major US banking client
Served as Subject Matter Expert for two applications
Assistant Construction Manager– Mechanical (Serving as Tanks In charge) at Tecnimont Private LimitedAssistant Construction Manager– Mechanical (Serving as Tanks In charge) at Tecnimont Private Limited