Binay Kumar Yadav
Mumbai
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate Technical Support Manager
Brevo
- Implementing and suggesting industry best practices for areas such as monitoring, performance optimization, documentation and SLA management
- Determining project requirements and developing work schedules for the team
- Liaising with team members, management, and clients to ensure projects are completed to standard
- Identifying risks and forming contingency plans as soon as possible
- Analysing existing operations and scheduling training sessions and meetings to discuss improvements
- Oversee the day-to-day operations of the Technical Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and training actions
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Monitor team performance and report on metrics
- Provide support where needed for both internal and external customers
- Manage and prepare reports for all metrics for technical support team
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Mentor and manage a team of technical support engineers.
Lead Technical Support Analyst
Sendinblue
- Monitor DataDog APM alerts and sentry errors
- Monitor import analysis service to identify any error in Google Cloud Logger and re-import erroneous object in GCS after error rectification
- Create dashboards on Kibana and alert setup in Graphana using alert manager
- Monitoring Service Exception Reports and notifications for outages and updates respectively
- Act as Jira Administrator and help in configuration of work flows, custom fields creation and Jira automation
- Implementing and suggesting industry best practices for areas such as monitoring, performance optimization, documentation and SLA management
- To be responsible for the support of critical business systems, to prioritise workloads and effectively manage issues to ensure optimal service
- Analyse and fix technical issues reported by the Customer Care Team
- Set and monitor the SLAs (response time, quality of the answers etc)
- Proactively create documents related to product knowledge and technical documents
- Work with the Engineering Managers and the Product Owners to categorise and prioritise the tech tickets
- Suggest product and technical improvements for better user experience
- Assist and advise clients with proper and optimised integration suggestions with internal services
- Analyse incident trends and identify issues prior to escalation to ensure proper application services operation
- Train, mentor and develop other Application Support and Development Specialists as required
- Write progress and incident reports
- Mentored and managed a team of 4 technical support members.
Senior Software Product Engineer
Rivigo Services Pvt. Ltd.
01.2019 - 11.2019
- Work with the technology team, sales team, and end-users to gather requirements and enhance products from existing ideas and help develop new concepts based on industry research and the needs of customers and prospects
- Monitor Auto-allocation system to identify any erroneous auto-allocated pair and to provide a temporary solution for the same
- Monitor EBS services on AWS and to proactively act to prevent downtime on service
- Application performance monitoring and identifying the slow database/API calls on application using APM NewRelic
- Identifying and reporting crash reports to respective developer and prepare crash analytics report using Fabric
- Proactively act to prevent crash free users percentage from dropping below 90%
- Prepare Funnel analysis using Mix Panel to enhance end user experience by identifying unnecessary manual steps and suggesting the solution to Product team
- Maintain knowledge of current and new technologies, do research on problems and related products required for assistance when necessary
- Analysing end-users perspective and suggest modifications in the product to change the end-user behaviour
- Design the product in a way so that the product usage becomes intuitive to the user
- Handling functional and configuration requirements in the in-house products being used
- Act as the subject matter expert on applications and process support
- Documenting FAQ's and User Manuals wherever required
- Performing UAT for new modules to be released
- Provide solutions for major escalations in complex environments in cooperation with development/support
- Act as administrator for third-party products being used
- Communication of relevant product releases to relevant stakeholders
- Participation in product requirement gathering meetings and drafting initial product design
- Provide training on various in-house and third party products to team members.
Software Product Engineer
Rivigo Services Pvt. Ltd.
06.2017 - 12.2019
- Coordinate with teams and resolve all complex application and system issues
- Design and maintain expertise in flow of application process and systems related to company
- Assist internal users and co-workers, provide a high level of customer service when providing application support
- Maintain knowledge of current and new technologies, do research on problems and related products required for assistance when necessary
- Ability to pick up on trending issues and make suggestions for a better process
- Testing, Training, QA, or other special projects as needed
- Document/create knowledge base articles and user guide
- Provide solutions for major escalations in complex environments in cooperation with development/support
- Own training and workshops
- Provide first & last level support on production issues
- Own, lead and coordinate operational tasks, customer escalations and process improvements.
Education
Computer Science and Engineering -
Guru Jambheshwar University of Science and Technology Hisar
07.2017
Class XII -
Kendriya Vidyalaya No-2
03.2013
Class X -
Navy Children School
06.2011
Skills
- Databases: - MySQL, MongoBD and ClickHouse
- Languages: C, Basics of Java, PHP, NRQL (NewRelic Query Language) and linux
- Application Performance Monitoring: AWS Cloudwatch, NewRelic, Mix Panel, Fabric, Kibana, DataDog and Sentry
- Incident Management Tools: JIRA, Phabricator
- Other Tools: AWS, Jenkins, Prometheus, Graphana, Oracle Fusion Apps, Zeplin, Postman, GitHub, BitBucket, RabbitMQ, Kafka and Docker
- Performance Evaluations
- Performance Management
- Employee Development
- Training and mentoring
- Conflict Management
- Stakeholder Management
- Staff Management
- Decisive Decision-Making
Certification
ITIL V4 Foundation Certified
Other Certifications
- https://drive.google.com/drive/folders/1CKIy0wz1p7lV1KFIeoqFmu_cxu8i7Nq3?usp=share_link
Timeline
Senior Software Product Engineer
Rivigo Services Pvt. Ltd.
01.2019 - 11.2019
Software Product Engineer
Rivigo Services Pvt. Ltd.
06.2017 - 12.2019
Associate Technical Support Manager
Brevo
Lead Technical Support Analyst
Sendinblue
Computer Science and Engineering -
Guru Jambheshwar University of Science and Technology Hisar
Class XII -
Kendriya Vidyalaya No-2
Class X -
Navy Children School
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