Deepak Pandey

• Working on multiple products from various domains such as Aurea Monitoring(formerly Actional), Sonic MQ & ESB, Aurea BPM(Savvion BPM), DXSI.
• Take responsibility customer problems/cases that Success Associates cannot solve, and work with the Associate in communicating with the customer
• Debugging complex, critical issues encountered on enterprise product mentioned above.
• Efficient handling of escalations and/or escalated cases.
• Helping Customer with RCA and restoration of production down situation.
• Review source code to identify the existence of problem, create bug and/or suggest changes to product team.
• Eclipse/IntelliJ remote debugging and review the code to diagnose & identify root cause of issues.
• Closely work with R&D team for the enhancement of product.
• Participate in a meeting with engineering to prioritize urgent bugs & enhancements.
• Participate in application design discussion with customers, PSO and suggest best practices.
• Helping customer setup product in different platform, tuning environment-making production ready.
• Performance tuning & Functional testing of products.
• Document solutions to customer problems in KnowledgeBase so that the rest of the success team - and customers - can benefit from them
• Review the existing and new knowledge base article as per best practices defined by the KCS consortium.
• Create and review Knowledge Base article as per KCS practices.
• Weekend On call Support for critical production deployment.
• Minor code fixes.

• Debugging complex, critical issues encountered on Savvion BPM, MQ, List Manager.
• For exceptionally difficult issues or those that appear to involve a product defect, quickly identify that problem and report it to engineering Engineering (L4)
• Helping customer with high priorities and production issue. Providing RCA of production down issues.
• Performance tuning suggestions provided to improve the product stability and resolve slowness.
• Investigate thread and heap dump to identify the cause & resolution of slowness/performance issues.
• Design customer specific test cases to verify the existing functionality is working properly.

• Helped prospects on any kind of problem reported on product, be it integration or core product issues.
• Worked with Engineering to reproduce the problem and get it fixed.
• Created and Maintained Knowledge base for all the Products that I worked.
• Worked on critical cases/ platinum customer cases/ cases that needs urgent attention.
• Follow workflow and process and determine the team is doing so to have the reporting clarity.
• Addressing all kind of issues & defining best practices for support and documentation.
• Helping customer and internals in application design.

• Worked on the many cases to get the basic knowledge of the product.
• Installation and integration of most crucial environment used by platinum prospects for debugging.
• Verification of urgent & complex problem reported and performing root cause analysis
• Interaction with other departments (QA, Engineering) on product performance and suggestions on how it can be improved (a prospect view).
• Helping newcomers in understanding the product, debugging, and troubleshooting the application.