Jeevankumar Mekala
Bangalore
Summary
Experienced and detail-oriented Application Support Engineer with 9.5 years of experience in providing technical support for enterprise-level applications. Expertise in troubleshooting, incident management, and root cause analysis to ensure optimal performance and user satisfaction. Proven ability to collaborate with cross-functional teams and deliver exceptional customer service.
Overview
10
10
years of professional experience
Work History
Application Support Engineer
Riversand, a Syndigo Company
04.2024 - Current
- Provide technical support for Riversand SaaS product configuration and application management in a 24x7 operational environment.
- Ensure timely response and resolution of customer issues while managing SLA tracking and reporting.
- Debug, troubleshoot, and test software applications, reproducing issues in lower environments before production deployments.
- Drive root cause analysis for incidents and implement lasting resolutions to reduce future occurrences.
- Collaborate with multiple teams to ensure smooth and effective communication during critical incident resolution.
- Conduct periodic cadence calls with customers to review ticket history and suggest process improvements.
- Contribute to knowledge base documentation and continuously enhance application support processes.
ERP Consultant
ATTAIN Solutions
12.2021 - 05.2023
- Acted as ERP functional and implementation consultant for Tango Analytics across projects involving requirement analysis, testing, support, and deployment.
- Managed the implementation lifecycle, including design, configuration, testing, and support.
- Resolved L1 and L2 support tickets, ensuring smooth operations for global clients.
- Coordinated with cross-functional teams to ensure seamless project rollouts and operations.
- Delivered training sessions to users and created documentation for process improvements.
- Clients: Macy's, Yum, Subway, Amazon, Loblaws, Dollar Tree, AT&T, Cushman, Reliance Steel.
- Modules: Lease, Mapping, Target, Stores, Building, Projects, Milestones.
- Project Type: Implementation, requirement analysis, testing, and support.
Consultant
Prateek Technosoft Pvt Ltd.
03.2019 - 02.2020
- Coordinated with international clients to understand business processes and requirements via virtual meetings.
- Provided technical and functional support for end users through various communication channels.
- Resolved functional issues and liaised with technical teams for more complex challenges.
- Conducted system testing after development to ensure compliance with client specifications.
Product Executive
Alchemy Software Solution (Ramco)
11.2015 - 02.2019
- Gathered and analyzed requirements from stakeholders to define project specifications.
- Tracked requirements and managed traceability across project phases.
- Completed 20 ROLLOUTS across India and managed a team of 15 service desk agents.
- Provided training sessions via webinars and workshops.
- Led incident management processes to address recurring issues and improved service delivery quality.
Education
MBA -
Mumbai University
B.COM -
Mumbai University
Skills
- Application Support and Troubleshooting
- Incident and Problem Management
- Root Cause Analysis (RCA)
- ERP Functional Support and Implementation
- SQL/Database Management
- JIRA
- Postman
- Kibana
- Grafana
- Strong Communication and Collaboration Skills
Disclaimer
I do hereby declare that the above information is true to the best of my knowledge.
Languages
- Hindi
- Marathi
- Tamil
- Telugu
- English
- Hindi
- Marathi
- Tamil
- Telugu
Languages
Telugu
First Language
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Advanced
C1
Timeline
Application Support Engineer
Riversand, a Syndigo Company
04.2024 - Current
ERP Consultant
ATTAIN Solutions
12.2021 - 05.2023
Consultant
Prateek Technosoft Pvt Ltd.
03.2019 - 02.2020
Product Executive
Alchemy Software Solution (Ramco)
11.2015 - 02.2019
MBA -
Mumbai University
B.COM -
Mumbai University