Madhuri Ekka
Bengaluru
Summary
Adaptable Product Support Engineer with a proven track record at OPEN Financial Technologies, excelling in SQL database management, API testing, and support. Adept at resolving complex issues and enhancing product performance, I foster collaboration across teams to drive continuous improvement and deliver exceptional client support. Passionate about leveraging technology to optimize business solutions.
Overview
5
5
years of professional experience
Work History
Product Support Engineer
OPEN Financial Technologies
Bangalore
08.2023 - Current
- Managed six products, including Open Money and Zwitch, optimizing performance and user experience.
- Provided L1/L2 support for fintech applications, resolving customer-reported issues efficiently.
- Diagnosed technical problems through log analysis, SQL queries, and API testing.
- Ensured issue resolution within established Service Level Agreements (SLAs).
- Conducted regular system health checks to proactively mitigate performance bottlenecks.
- Served as primary contact for technical inquiries from clients and internal teams.
- Collaborated with product, development, and QA teams to address and escalate complex issues.
- Created runbooks and technical documentation to streamline internal processes.
Product Support
Actyv.ai
Bangalore
04.2023 - 08.2023
- Company Overview: Actyv.ai is an Enterprise SaaS platform with embedded finance offerings, supporting SMBs, large enterprises, and their supply chains by offering credit access and tackling capital challenges.
- Provided 24/7 support for critical production systems to ensure minimal disruptions.
- Worked closely with clients to configure SaaS solutions aligned with business needs.
- Managed end-to-end product lifecycle from conception to launch, ensuring timely delivery.
- Led product demonstrations, training sessions, and workshops for client onboarding.
- Offered technical support via email, chat, and phone, resolving issues within SLAs.
- Acted as a liaison between clients and development teams for prompt issue resolution.
- Created self-help resources like FAQs and troubleshooting guides to reduce support tickets.
- Actyv.ai is an Enterprise SaaS platform with embedded finance offerings, supporting SMBs, large enterprises, and their supply chains by offering credit access and tackling capital challenges.
Software Engineer
Cybrowse digital solutions pvt Ltd
Hyderabad
12.2020 - 02.2023
- Company Overview: The project focused on OTC trading involving direct trades between parties without exchange supervision. It covered exchanges like LCH (London Clearing House), CME (Chicago Mercantile Exchange), and ICE (Intercontinental Exchange), with trades processed through LCH and stored in ORION (DCW).
- Supported exchange-traded derivatives business operations.
- Monitored alerts and escalated issues as needed.
- Coordinated with teams to raise support tickets and analyze root causes.
- Maintained issue logs and ensured resolutions aligned with QA tests.
- Managed incident logs, prioritized and resolved issues per SLA.
- Executed SQL and UNIX commands for issue analysis.
- Monitored batch runs via Control-M and addressed failures.
- Conducted daily health checks and maintenance activities.
- Investigated product failures and implemented solutions.
- Ran scripts and scheduled jobs.
- Escalated unresolved issues to development teams.
- Generated and sent daily server health reports.
- Prepared incident reports and participated in outage calls.
- Documented issue resolutions and updated runbooks.
- The project focused on OTC trading involving direct trades between parties without exchange supervision. It covered exchanges like LCH (London Clearing House), CME (Chicago Mercantile Exchange), and ICE (Intercontinental Exchange), with trades processed through LCH and stored in ORION (DCW).
Education
B.Tech - Computer Science
NIST
Berhampur01.2019
Skills
- SQL and database management
- Unix and Linux systems
- Shell scripting basic
- API testing and integrations
- Postman and API Dog
- Kibana and Sumo Logic
- Sentry for monitoring
- Oracle and MySQL databases
- PostgreSQL expertise
- ServiceNow
- Putty for remote access
- JIRA project management
- Windows operating systems
- Payment processing solutions
- Trading platform support
- Technical documentation creation
- Integration support strategies
- Product improvement initiatives
Disclaimer
I hereby declare that the above-mentioned information is correct, and I bear the responsibility for the accuracy of the particulars.
Timeline
Product Support Engineer
OPEN Financial Technologies
08.2023 - Current
Product Support
Actyv.ai
04.2023 - 08.2023
Software Engineer
Cybrowse digital solutions pvt Ltd
12.2020 - 02.2023
B.Tech - Computer Science
NIST
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