Piyush Prashant

Lead resolution of L2/L3 support tickets across multiple Infor WMS customers using ServiceNow, ensuring SLA compliance.

Monitor real-time production logs and system performance through Splunk and AppDynamics.

Simulate customer issues by replicating configurations and test environments, reducing turnaround time.

Document root causes and solutions, building a robust knowledge repository for internal and external use.

Collaborate with cross-functional teams (development, QA, infra) to deliver permanent fixes for recurring issues.

Support critical business processes: receiving, shipping, wave allocation, picking, replenishment, and inventory adjustments.

Participate in major incident calls, provide RCA, and manage follow-up communications with stakeholders.

Train and mentor junior support analysts and assist with team-level knowledge sessions.

Provide L2/L3 support for BY WMS implementations across global clients.

Own and resolve customer tickets across environments (Cloud/SaaS), ensuring SLA adherence.

Perform environment replication and testing to simulate issues for faster resolution.

Create and maintain knowledge base articles for recurring issues and support handovers.

Liaise with internal development and QA teams for critical bug resolutions and patch deployments.

Review product design/code for enhancements or resolution feasibility.

Support and monitor application health using AppDynamics and log tracing via Splunk.

Work across time zones and shifts to ensure 24/7 coverage and support readiness..