Puja Khanna
Lead Application/Product Support Engineer
NCR
Summary
Dynamic Lead Application Support Engineer with a proven track record at TBO, specializing in API support and client communication. Led critical product escalations, improving team efficiency, reducing ticket volume, and ensuring SLA compliance. Strong problem-solving abilities and cross-functional collaboration to deliver effective solutions.
Overview
8
8
years of professional experience
Work History
Lead Application/Product Support Engineer
Tbo Tek Travels
06.2022 - Current
- Managed critical product escalations, coordinating efforts across teams such as suppliers and Development team to achieve prompt resolutions.
- Planned and led technical training to boost product support team members' skills.
- Assisted in the creation of knowledge base articles and FAQs, making it easier for customers to find answers independently while reducing ticket volume for the support team.
- Supervise, guide, and mentor a team of support engineers. Provide training and professional development opportunities.
- Ensure the team has the necessary resources to address customer needs effectively and maintain service levels.
- Provided timely resolution to API-related support tickets, including both functionality and performance issues, by identifying root causes and implementing corrective measures.
- Resolved issues related to data synchronization, authentication, and authorization, leveraging tools such as Postman
- Ensured seamless API authentication mechanisms, including Auth, API keys, and other token-based systems.
- Created and updated troubleshooting guides and FAQ sections, enhancing the efficiency of the support team and enabling self-service for clients.
- Worked with engineering teams to optimize API performance, reducing response times and enhancing the overall user experience using graffana and AWS.
- Assisted in managing API versioning, ensuring backward compatibility for customers during updates and transitions.
- Collaborated with development teams to escalate critical API issues, ensuring that technical resolutions were delivered promptly.
- Worked closely with security teams to ensure that API security protocols, such as rate limiting, IP whitelisting, encryption, and secure data handling, were implemented effectively.
- Managed support tickets related to API issues, providing clear and detailed status updates to clients and ensuring timely resolution on Zoho manage engine and zendesk support.
- Managing rosters for 24*7 shift of huge team of 25 members.
Senior Software Engineer (Support)
Provana India Pvt Ltd
07.2021 - 06.2022
- Provided technical support for loan management and collection systems, troubleshooting and resolving issues related to payment processing, loan tracking, and customer account management.
- Provided technical support for HRMS modules (payroll, benefits, employee records, time/attendance) and handled system maintenance (data migration, backups, updates), ensuring seamless performance.
Software Engineer
Megasoft Software Solutions
12.2020 - 07.2021
- Provided technical support for HRMS modules (payroll, benefits, employee records, time/attendance) and supported system maintenance (data migration, backups, software updates), ensuring optimal performance and minimal disruptions.
- Created Payslips, form16, and other documents using SSRS.
Software Engineer
Mindgate Solutions Pvt Ltd
10.2019 - 02.2020
- Provided technical support for banking applications i.e. CB Konnect the internal Project of PNB (client based).
- Managed and resolved incident tickets related to banking application issues, ensuring quick and efficient responses and maintaining high customer satisfaction.
- Ensured that all banking applications and systems adhered to security best practices, including encryption, multi-factor authentication (MFA), and access control mechanisms, protecting sensitive customer data.
Software Engineering Intern
Eli Research India Pvt Ltd
06.2017 - 08.2019
- Contributed to the development of front-end and back-end components using technologies such as ASP.Net and SQL.
- Assisted in troubleshooting issues related to software performance, functionality, and user interface, ensuring quick resolution of tickets.
Education
MDU,Rohtak
B.Tech (ECE)
Faridabad, India05-2016
Vidya Mandir Public School
12th
Faridabad, India03-2012
St. Anthony's Sec School
10th
Faridabad, India03-2010
Skills
System Monitoring and Cloud: Grafana,AWS, Azure
Hotels, Flights API Integrations
Technical Tools:Postman for API support,Visual Studio
Technical Tools: Zoho Management system, Zendesk, Postman
Database Management: SQL,SSMS,SSRS
Application Support: Incident Management, API Support, Troubleshooting, Root Cause Analysis (RCA)
Team Leadership & Mentorship: SLA Management, Escalation Management, Cross-functional Collaboration
Process Improvement: Automation, Release Management, Change Management
Timeline
Lead Application/Product Support Engineer
Tbo Tek Travels
06.2022 - Current
Senior Software Engineer (Support)
Provana India Pvt Ltd
07.2021 - 06.2022
Software Engineer
Megasoft Software Solutions
12.2020 - 07.2021
Software Engineer
Mindgate Solutions Pvt Ltd
10.2019 - 02.2020
Software Engineering Intern
Eli Research India Pvt Ltd
06.2017 - 08.2019
MDU,Rohtak
B.Tech (ECE)
Vidya Mandir Public School
12th
St. Anthony's Sec School
10th
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