Vikas Pandey

• Leveraged AI to increase productivity of team's day to day work.
• Utilized CursorAI to build tools and troubleshoot issues that otherwise would have taken 5x more time.
• Created multiple tools for automation and help team achieve productivity and efficiency. To name a few: Jotify, Notification handler, DB chat app, commit finder etc.
• Assisted in troubleshooting complex problems related to distributed systems architectures.
• Assessed existing applications and infrastructure to determine areas for improvement.
• Provided technical support during the development lifecycle of customer use cases from initial concept through deployment.
• Monitored SaaS/On-prem Installation performance metrics such as uptime, response time, throughput.
• Analyzed business processes and identified opportunities for automation or optimization.
• Provided technical guidance on the design of solution to ensure scalability, reliability, and performance.
• Lent technical leadership and mentoring throughout incidents and complex issues.
• Collaborated with stakeholders to resolve customer issues/incidents end to end with follow ups and closure(RCA).
• Maintained knowledge base of best practices related to complex technical issues and solution designs.
• Coordinated with teams across multiple departments to ensure success for customers.
• Collaborated with stakeholders to understand business challenges and propose technical solutions.

• Our profile demanded enabling team to be efficient at work. Provided training sessions to team on efficient way to handle product issues.
• Jira being the most used tool in its domain, we had highest traffic even with premier customers. Collaborated with Development team to reduce the number of incoming cases falling in their bucket.
• Global impact was one of the key metrics we were measured on. Formed a virtual team, to handle internal escalation for already triaged cases marked as complex. Successfully derived it and now it is global.
• Implemented best practices for troubleshooting techniques across the organization.
• Logged ample number of feature request and defects on the product for its betterment. Most of it is not productized.
• Created tools and automations to make things easier for team day to day work.
• During troubleshooting our scope stretched to products or infra Jira could get integrated with or deployed on: Databases, LDAP, Orchestration tools like k8s.
• SSO / SAML integration.
• K8s based deployments.

Supported product queries for below listed product:

Business Process Management: Savvion

Distributed Channel Management(Insurance): DCM

CRM: Aurea. CRM

Solution: IPM

Roles & Responsibility:

• Managed and mentored team across all perspectives to enhance performance.
• Created and maintained knowledge base for relevant products.
• Handled critical cases, including platinum customer inquiries requiring urgent attention.
• Ensured adherence to workflows and processes for accurate reporting.
• Conducted timely follow-ups with platinum prospects to address technical queries.
• Monitored team compliance with established procedures for consistent outcomes.

Roles & Responsibility:

• Assisted prospects with various reported issues related to product integration and core functionality.
• Collaborated with prospects to ensure timely resolution of challenges.
• Designed applications and configured products across multiple platforms for production readiness.
• Maintained existing systems to enhance reliability and performance.
• Worked with Engineering to replicate issues and facilitate resolutions.
• Utilized source code to verify existence of problems and recommend changes to product team when applicable.

Roles & Responsibility:

• Handled numerous cases to acquire comprehensive product knowledge.
• Installed and integrated critical environments used by platinum prospects for debugging and QA support.
• Verified complex issues reported, conducting thorough root cause analysis.
• Collaborated with QA and Engineering departments to assess product performance and provide improvement suggestions.