Rishabh Kumar Jindal
Gurugram
Summary
Results-driven Technical Support Manager with a strategic approach to problem-solving and team leadership. Streamlined technical operations and enhanced customer satisfaction through effective support systems. Collaborated with cross-functional teams to deliver IT solutions and maintain high service levels. Managed complex issues and drove continuous improvement in technical support environments.
Overview
13
13
years of professional experience
Work History
Technical Support Manager
Capgemini
Gurugram
04.2019 - Current
- Led a diverse team of 15 technical support resources, cultivating collaboration and driving professional growth initiatives.
- Provided expert technical support for product-related issues, ensuring timely resolution and customer satisfaction.
- Created and deployed application builds on container platforms, streamlining release processes and improving efficiency.
- Automated day-to-day operational activities, resulting in reduced manual effort and increased team productivity.
- Coordinated with engineering and testing teams to address and resolve escalated product issues, enhancing response times and customer satisfaction.
- Managed high-severity (Sev1) incidents by investigating root causes and collaborating with engineering teams for resolution.
- Analysed logs and system data to provide detailed reports for engineering teams, facilitating deeper investigation into issues.
- Developed and maintained YAML configuration files to support build and deployment processes, ensuring consistency.
- Oversaw build deployment processes, providing guidance and support for the technical team during implementation.
- Reviewed and escalated complex support cases, ensuring timely resolution and knowledge sharing within the team.
- Managed and supported IBM Sterling Secure Proxy components including LDAP, SEAS, Engine, Adapter, and Perimeter Server for secure managed file transfer environments.
- Configured and maintained HTTPS adapters in IBM Sterling B2B Integrator, including SSL/TLS certificate installation, key/trust store management, and secure partner communication setup.
- Administered AS2 communication channels by configuring trading partners, AS2 identifiers, MDN (synchronous/asynchronous) settings, encryption, digital signatures, and payload compression for secure B2B transactions.
- Configured and monitored SFTP Client and Server adapters, including SSH key generation, authentication setup, remote host configuration, and automated file transfer workflows.
- Troubleshot protocol-specific issues related to HTTPS, AS2, and SFTP, analyzing business process logs, adapter logs, communication traces, and certificate validation errors to ensure high availability and minimal downtime.
- Collaborated with internal teams and external trading partners to onboard new integrations, validate connectivity, conduct end-to-end testing, and resolve production issues, ensuring seamless and secure managed file transfer operations.
- Installed, configured, and administered IBM Connect:Express for UNIX and Windows environments, including node definitions, local/ partner process configurations, initialization parameters, and service startup validation.
- Configured secure file transfer sessions by defining partner nodes, transmission routes, scheduling parameters, and process scripts while ensuring reliable and automated data exchange across enterprise environments.
- Managed SSL/TLS and certificate-based security for Connect:Express by configuring key stores, trust stores, digital certificates, and secure communication channels to meet organizational security standards.
- Monitored and troubleshot Connect:Express transfer failures, process execution errors, connectivity issues, and performance bottlenecks by analyzing logs, traces, and system diagnostics, resulting in timely incident resolution.
- Performed routine administration activities including application upgrades, configuration changes, process automation, user access management, service restarts, and production support on both UNIX and Windows platforms while coordinating with infrastructure and application teams for seamless operations.
- Administering and managing the OpenShift cluster platform
- Upgraded the cluster from version 4.4 to 4.18
- Migrated SVN to OVN
- Utilizing Terraform for automated infrastructure provisioning on AWS to enhance deployment efficiency.
- Developed and managed Jenkins pipelines for continuous integration and continuous deployment (CI/CD) workflows.
- Configured secure storage and handling of tokens and credentials in Jenkins to enhance security.
- Designed and implemented parameterized Jenkins pipelines for dynamic and efficient product deployment.
- Executed automated pipeline triggers to deploy applications seamlessly to server environments.
Technical Support
Empirix Software solutions pvt. ltd
Gurugram
04.2018 - 03.2019
- Provided technical support and guidance to users, aiding in the resolution of complex technical problems.
- Troubleshot application issues for users, providing timely resolutions that enhanced overall user experience.
- Investigated root causes of outages and priority 1 issues to minimise downtime and restore services swiftly.
- Analysed logs and system reports, sharing findings with the Development Team to facilitate effective problem resolution.
- Collaborated with Developers for maintenance tasks, contributing to the overall stability and improvement of applications.
- Coordinated with the Development Team to implement and update application requests, ensuring optimal application performance and reliability.
- Raised Change Requests and effectively coordinated with cross-functional teams to ensure seamless enhancements of application features.
- Documented support processes and maintained records of issues to facilitate knowledge transfer and support team efficiency.
- Participated in regular team meetings, sharing insights and updates on application health and user feedback.
- Trained new team members on support protocols and application functionalities, fostering a collaborative team environment.
Production Support Engineer
Tech Mahindra
Noida
12.2013 - 04.2018
- Managed outages and priority 1 issues, promptly investigating root causes to minimize downtime and restore services quickly.
- Troubleshot user application issues and provided timely resolutions, leading to improved user satisfaction and experience.
- Coordinated with the Development Team to implement and update application requests, ensuring optimal application performance and reliability.
- Collaborated with Developers for maintenance tasks, contributing to the overall stability and improvement of applications.
- Coordinated with cross-functional teams on Change Requests, ensuring seamless enhancement of application features and minimising disruption.
- Reviewed logs and system reports, shared findings with Development Team, and contributed to timely problem resolution.
- Provided technical support and guidance to users, aiding in the resolution of complex technical problems.
- Documented support processes and maintained records of issues, facilitating knowledge transfer and improving team performance.
- Participated in regular team meetings, sharing insights and updates on application health and user feedback.
- Trained new team members on support protocols and application functionalities, fostering a collaborative team environment.
Education
MCA - Computer Science
MATS University
Raipur06-2022
BCA - Computer Science
MATS University
Raipur, CT06-2016
Pre-Engineering - Electrical Engineering
Government Polytechnic Ambala City
Ambala City06-2013
Skills
- Incident management
- Technical troubleshooting
- Application deployment
- Process automation
- CI/CD
- Docker
- Kubernetes
- OpenShift
- AWS
- Jenkins
- Terraform
- GitLab
- Sterling Connect:Direct
- Sterling Connect:Express
- Sterling Integrator
- Sterling Secure Proxy
- Shell Scripting
- Secure file transfer
- Root cause analysis
- Technical documentation
- Team Leadership
- People Management
- Team management
- Collaboration
- Continuous improvement
- Technical problem-solving
- Continuous improvement
Custom
https://www.linkedin.com/in/rishabh-kumar-jindal-6baa4b101
Languages
Hindi
First Language
English
Proficient
C2
Interests
- Playing Table Tennis
- Playing Lawn Tennis
- Watching Movies
- Listening Songs
Timeline
Technical Support Manager
Capgemini
04.2019 - Current
Technical Support
Empirix Software solutions pvt. ltd
04.2018 - 03.2019
Production Support Engineer
Tech Mahindra
12.2013 - 04.2018
MCA - Computer Science
MATS University
BCA - Computer Science
MATS University
Pre-Engineering - Electrical Engineering
Government Polytechnic Ambala City