RAHUL GUPTA
Ghaziabad
Summary
Dynamic Associate Technical Lead at Eptura with a proven track record in application support and incident management. Expert in SQL and Azure troubleshooting, achieving a 96% customer satisfaction rating. Adept at cross-functional collaboration and problem resolution, driving product improvements and enhancing service delivery efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Associate Technical Lead
Eptura
Gurugram
06.2025 - Current
- Provide exceptional application support by promptly responding to customer inquiries, troubleshooting technical issues, and resolving problems related to Eptura products and services.
- Investigate and diagnose technical issues reported by customers. Work to resolve these issues in a timely and efficient manner, whether through direct action or by escalating issues to the appropriate teams within the organization.
- Collaborate with cross-functional teams, including product development, engineering, and sales, to address customer needs, and provide feedback on product improvements.
- Assist in testing new software releases and updates to ensure they meet quality and performance standards. Report any bugs or issues encountered during testing.
- Be familiar with IT service management concepts, including incident management, problem management, change management, and release management.
- Experience working with SQL and Azure to check the logs over SQL and Azure, and take action accordingly to fix the issue.
- Worked extensively on post-migration issues of .NET/SQL web-based applications using tools like Fiddler, SQL Profiler, Azure App Insights, Browser Developer Tools, and Azure Log Analytics.
- Supervising the general health of the server (space, CPU utilization, memory) to confirm that there are no issues.
- Set up login for integrated Windows authentication, SSO/SAML, as per the client’s requirement. Supporting clients for user provisioning through SCIM and HR Feed.
- Guided the client to use the product API and the generation of a token for the same.
- Effectively managed customer issues and service requests through Salesforce, ensuring accurate tracking and timely resolution, while maintaining a customer satisfaction rating of 96%.
- Supporting clients with various Eptura hardware integrations of software for meeting rooms, desk screens, and sensors.
Incident Response Specialist
Cognizant
Noida
01.2022 - 05.2025
- Managed 100 servers across global data centers.
- Achieved 99.9% uptime for video platform services.
- Collaborated with development team to troubleshoot OTT platform issues.
- Involved in Load testing and API testing.
- Provided technical support for OTT platforms, resolving playback and content delivery issues.
- Collaborated on 30 deployment activities, reducing errors by 15%.
- Monitored performance and resolved potential issues before impacting end-users.
- Maintained documentation and knowledge base for the OTT platform.
- Managed team resources effectively and held accountability for performance standards.
- Provided internal clients with technical insights in functional expertise areas.
- Enhanced data retrieval speed by 30% through database query optimization.
- Supported 50 applications across diverse platforms.
- Increased system uptime by 15% through advanced monitoring solutions.
- Led 24/7 operational activities in the Incident Management Team.
Specialist, IT Application Management
Webhelp
Gurgaon
09.2020 - 01.2022
- Initiated bridge calls to resolve major issues.
- Communicated application problems to key stakeholders.
- Provided second-level technical support as part of IT Operations.
- Worked closely with business teams to define support items.
- Managing the entire application lifecycle from planning and development to deployment, maintenance, and retirement.
- Ensuring applications meet business needs and align with strategic goals.
- Monitoring application performance and identifying areas for improvement.
- Possessing a strong understanding of software development, databases, and system architecture.
- Conducting user testing and providing feedback to developers.
- Ensured 24/7 coverage and support of critical service management processes.
- Achieved a 25% improvement in resolution quality through audits and maintained zero SLA breaches while resolving over 500 incidents annually.
- By analyzing past incidents and identifying root causes, organizations can implement preventative measures to avoid future problems.
- Efficient incident management processes lead to quicker identification, resolution, and restoration of services, minimizing disruptions to business operations.
Server Analyst
HCL Technologies
Noida
05.2018 - 05.2020
- Managed ticketing tools for incident resolution.
- Provided application support for various systems.
- Tracked SLA and managed service requests.
- Diagnosed and resolved hardware issues.
- Prepared SLA reports and analyzed metrics.
- Implemented automated monitoring, improving system efficiency and cutting costs by 15%.
- Manage backup and recovery processes to ensure data integrity and availability.
- Maintain accurate and up-to-date documentation of server configurations and processes.
- Ensured 24/7 monitoring of all network devices.
Education
Bachelor of Technology - Mechanical Engineering
Krishna Engineering College
Ghaziabad04.2018
12th-Higher Secondary School -
Guru Nanak Dev Public School
Bidar, Karnataka04.2013
Skills
- Application support
- SQL proficiency
- Azure management
- Incident management
- Software testing
- Customer relationship management
- Cross-functional collaboration
- Documentation practices
- Problem solving
- Critical thinking
- Performance monitoring
- Web services
- ITIL framework
- DevOps practices
- Azure troubleshooting
- API integration
- Documentation management
- SQL troubleshooting
- Azure monitoring
- Problem resolution
- Splunk analysis
- Product release testing
Certification
- DevOps: Incident Management at Udemy
- ITIL Foundation v4 at Udemy
- ITSM Tools at Udemy
- Python Programming Language
- Salesforce Administrator
Accomplishments
Achieved a 25% improvement in resolution quality through audits and maintained zero SLA breaches while resolving over 500 incidents annually. Implemented preventative measures by analyzing past incidents and identifying root causes, reducing the recurrence of issues. Improved efficiency through streamlined incident management processes, enabling quicker identification, resolution, and restoration of services, minimizing business disruptions. Delivered exceptional application support, achieving 96% customer satisfaction by promptly responding to inquiries, troubleshooting technical issues, and resolving problems related to Eptura products and services. Ensured timely resolution of technical issues, reducing escalation time through direct fixes and collaboration with internal teams. Partnered with cross-functional teams (Product Development, Engineering, Sales) to implement product improvements, enhancing user experience and reducing recurring issues. Assisted in testing and validating new software releases, ensuring 100% compliance with quality standards and reporting critical bugs before deployment.
Timeline
Associate Technical Lead
Eptura
06.2025 - Current
Incident Response Specialist
Cognizant
01.2022 - 05.2025
Specialist, IT Application Management
Webhelp
09.2020 - 01.2022
Server Analyst
HCL Technologies
05.2018 - 05.2020
Bachelor of Technology - Mechanical Engineering
Krishna Engineering College
12th-Higher Secondary School -
Guru Nanak Dev Public School