Maheshwari Nagarajan - Product Support Analyst - Temenos

Summary

Experienced Production Support Analyst with 4.5 years in L2/L3 technical support for enterprise backend applications. Specializes in incident lifecycle management, backend debugging, SQL data validation, Jira, Excel, and root cause analysis. Resolves high-severity production issues and enhances system stability while collaborating with engineering teams to implement effective solutions in 24/7 environments.

Overview

1

Certification

5

years of professional experience

Work History

Product Support Analyst

Temenos

Bangaloru

12.2021 - Current

Resolved over 1500+ production incidents, ensuring SLA adherence and minimizing the system downtime impact.
Delivered functional and technical support for enterprise backend accounting and payment systems.
Debugged over 200 backend application routines through log analysis and environment troubleshooting.
Conducted root cause analysis by reproducing defects and recommending permanent code fixes.
Analyzed customer feedback to identify trends and recommend product enhancements.
Documented support processes and created user guides for improved resource accessibility.
Maintained knowledge of industry trends to ensure product relevance and competitiveness.
Assisted in testing new software features before release to ensure functionality and reliability.
Communicated effectively with clients to understand their needs and provide tailored support solutions.
Coordinated with other departments in order to address customer concerns in a timely manner.
Conducted follow-up calls with customers after problem resolution to ensure satisfaction.
Monitored application performance and identified potential areas of improvement.
Ensured compliance with all applicable laws, regulations, policies and procedures related to the product support role.
Assisted with troubleshooting and resolving customer inquiries related to product usage.
Identified root cause of customer issues and resolved them in a timely manner.
Responded promptly to customer inquiries regarding product issues or concerns via multiple channels.
Created reports on product bugs and feature requests to inform theproduct development team of necessary changes and improvements.
Resolved escalated customer complaints through phone, email, or chat support.
Proactively identified opportunities for process improvements based on customer feedback and data analysis.
Participated in weekly meetings with senior management personnel to discuss strategies for improving service levels.
Maintained knowledge base content related to common customer questions or issues.

Education

B.tech - Information Technology

Kongu Engineering College

Erode, Tamil Nadu

07-2021

Skills

Core Banking: Temenos Transact (T24), Accounting, Payments, Arrangements, Reporting
Production Support: Incident Management, Problem Management, SLA adherence, Escalation Handling, andRCA
Technical Expertise: Backend Debugging, Log Analysis, SQL Querying, Java (Basic), jBASE, TAFC, tafJ, DBTools

Tools: Jira(JQL), RTC, Bitbucket, OpenGrok, PuTTY, WinSCP, Excel, HTML, CSS, Linux
Client Engagement: Global Banking Clients Support, Ticket Resolution, andTechnical Documentation

Languages

Tamil

Native

English

Advanced (C1)

C1

Telugu

Intermediate (B1)

B1

Accomplishments

Multiple Temonos T-star Award (Recognition of Excellence)