Deepak Moirangthem

• Led Production Support for the Reconciliation domain at IDFC First Bank, ensuring stability for critical transaction systems (IMPS, UPI, NEFT, RTGS, Cheque).
• Managed and mentored an 8+ member L1 support team, maintaining 24×7 system availability and SLA compliance.
• Drove RCA and collaborated with Dev/Infra teams to resolve critical issues and improve service reliability.
• Implemented automation using Shell, Python, Ansible, and GoCD, significantly reducing manual tasks.
• Enhanced monitoring with tools like Grafana, ELK, Dynatrace, and Trino for real-time performance tracking.
• Managed Incident, Problem, and Change processes aligned with ITIL practices.
• Partnered with global stakeholders to improve platform hygiene and ensure risk-aware change management.
• Maintained high documentation standards for knowledge sharing and operational transparency.

Key Achievements:

• Cut incident resolution time by 35% via automation and process optimization.
• Reviewed and optimized the codes written by development team to improve the overall recon performance.
• Led smooth production onboarding of Project Jasper with minimal issues.

• Delivered product demos and training to onboard new customers and partners, including OEMs, resellers, and MSPs.
• Led a 6-member team, resolving escalations and supporting critical customer issues.
• Conducted on-site visits for product demos and device onboarding in 42Gears SureMDM UEM solution.
• Provided technical input on sales-qualified leads, contributing to successful conversions.
• Updated RFPs and performed competitor analysis to support strategic migrations from other OEM platforms.

• Provided global technical support for 42Gears products via email, chat, phone, and ticketing systems.
• Acted as the primary escalation point for critical customer issues, ensuring prompt and accurate resolution.
• Raised and tracked Jira tickets for bugs and feature requests; performed UAT and implemented fixes in customer environments.
• Collaborated with Product and Dev teams in sprint planning to prioritize backlogs and address high-impact incidents.
• Identified process improvement opportunities to enhance support efficiency and customer experience.
• Assessed and coached team members to maintain service quality and consistency.
• Worked cross-functionally to resolve systemic issues and drive product enhancements.

• Delivered end-to-end technical support for banking solutions at National Australia Bank(NAB).
• Assisted users in resolving hardware and software issues with actionable guidance.
• Created user manuals, SOPs, and support documentation to promote self-service and reduce dependency.
• Trained users to optimize hardware/software usage and interpret system instructions.
• Logged support interactions for future reference and knowledge base improvement.
• Ensured post-resolution client satisfaction through timely follow-ups.
• Handled inter-departmental escalations, contributing to improved customer retention.

• Provided technical support for HP printers, desktops, notebooks, tablets, and convertibles via phone, email, chat, and web sessions.
• Diagnosed and resolved hardware and software issues; submitted service requests for maintenance.
• Trained end-users on HP printer software, Microsoft applications, and usage best practices.
• Advised on system optimizations to improve speed and reduce downtime.
• Supported end-users with hardware, software, and network standards.
• Cross-trained across HP Imaging & Printing and Personal Systems Computing groups to handle diverse product support needs.