Kirti Turkar

Role: Product Support Engineer
Project/Product: Prophet

ROLE & RESPONSIBILITIES:

• Delivered end-to-end L2-level technical support for the product 'Prophet,' a risk management tool used by many insurance companies to design and evaluate policy formulas.
• Managed daily ticketing operations via ServiceNow, addressing user-reported issues, service requests, and incidents within defined SLAs.
• Provided multi-channel support (calls/emails) to interact with clients, understand their technical problems, and deliver timely resolutions.
• Troubleshot various product issues, including license file errors, installation/configuration failures, and Windows permission/access challenges.
• Supported both on-premise and PMCS (AWS Cloud) clients, ensuring application uptime and environment stability.
• For cloud-based PMCS clients, I handled infrastructure support, including server and service monitoring, file system and user permission issues, and VM and service-level troubleshooting.
• Collaborated with internal teams (Product, Infra, L3) for escalations and backend resolution.
• Contributed to improving team knowledge by documenting recurring issues and creating knowledge articles.

PROJECT : AMS.NET CLUSTER

ROLE & RESPONSIBILITIES:

• Analyzed and verified application compatibility with new operating system versions.
• Managed UNIX/Linux and Windows server infrastructure to ensure robustness and uptime.
• Resolved level two and level three technical issues efficiently.
• Maintained comprehensive documentation for processes and procedures.
• Administered SQL databases to optimize performance and reliability.
• Ensured compliance with service-level agreements by providing prompt issue resolution.
• Utilized ServiceNow portal to address client support incidents within SLA.
• Connected with the client on daily basis via teams call and emails to troubleshoot the application issue.