Magesh Kumar K

• Improved production efficiency by streamlining processes and implementing new support strategies.
• Monitored industry trends for emerging best practices in production support management, ensuring the company remained ahead of the curve when addressing operational challenges.
• Implemented scheduled maintenance, retooling production status sheets and driving tasks to achieve scheduling effectiveness.
• Implemented agile methodologies to optimize workflow processes, leading to increased output and reduced turnaround time.
• Conducted thorough risk assessments on proposed changes or enhancements to production systems, ensuring minimal disruption to ongoing operations.
• Determined quality control standards.
• Escalated and resolved major service issues.
• Promoted an environment of collaboration and teamwork by organizing regular meetings, workshops, and team-building events that fostered strong working relationships among team members.
• Established a robust incident management system, resulting in faster response times and improved root cause analysis capabilities.
• Developed strong relationships with cross-functional teams to facilitate effective communication and collaboration throughout the production process.
• Analyzed production data and prepared reports for senior management.
• Coordinated with other departments to align developmenmt with customer requirements.
• Managed product backlog effectively, prioritizing high-value items for faster completion.
• Devised and administered cost control initiatives saving.

· As an immediate point of contact to the customer for reporting issues and business improvement in applications perspective and engage required teams to fix it.

· Preparing report and events and communicating to the clients and Account Representatives.

· Post campaign queries in re-launching or effective escalation management.

· Work on various queries such as payment, tool error troubleshooting and campaign preview and provide effective solution to keep the campaign moving.

· Stay current with knowledge of internal ticketing system, customer portals and specifics around different types of merchant features.

· Identified and qualified vendor needs and developed strategies.

· Identifying issues by performing 'Root Cause Analysis', evaluating and providing alternatives to resolve the issue making prompt and wise decisions.

· Deep diving into vendor charge back escalations, identifying gaps to resolve the setbacks.

· Built strong client relationships and provided high value-adding services listened attentively to client feedback and worked with sales team to introduce revolutionary services.

· Maximized proficiency in MS Office and Tableau to prepare and present technical reports and effectively support cross-functional teams.

· Partnered with client's engineering team on product development, offered application support and identified prototype programs and additional design concepts for new business acquisition.

· Managed approximately 50 valid tickets, 20 email queries and calls a day with effective results.

· Improved application performance through optimization of flow processes.

· Provided effective technical support for the clients for their multiple application services and tools Monitoring on Application behaviors and finding the RCA for bugs reported Documentation of the critical works.

· Adding and Enabling/Disabling services in the Monitoring tools during Deployments.

· Running Mini-ATP after the major activity done in the servers.

· Responsibility for Work belongs within ITIL process such as Incident Management, Change Management, Problem Management and Release Management.

· Served as a basic point of contact for customers with complaints, queries, request & Feedbacks.

· Answering questions about functionalities Problem solving, troubleshooting & correcting issues with the website.

· Focus on quality of work and documentation of the action as well.

· Optimized business processes, resulting in 50% annual reduction in labor costs.

· Used Microsoft Visio to draft assemblies, models and other technical drawings.