SARAVANAN M
Udumalapet
Summary
Results-driven ERP Product Technical Support Engineer with 6 years 8 months of experience in enterprise application support, specializing in Aptean Ross ERP for US-based clients. Expertise in integration tools, SQL database management, and advanced troubleshooting across cloud and on-premise environments.
Leverage AI capabilities using Aptean Intelligent Studio to enhance problem-solving, improve ticket resolution time, and streamline knowledge management processes.
Currently leading and coordinating a team of 11 members, managing daily operations, conducting internal team meetings, and handling customer communications for all critical cases. Proven ability to drive team performance, ensure SLA adherence, and deliver high-quality support in fast-paced environments.
Strong communicator and proactive leader with a focus on customer success, operational efficiency, and continuous improvement, now seeking a Team Lead (TL) role to further contribute to organizational growth.
Overview
7
7
years of professional experience
Work History
Customer Technical Support Engineer
Aptean India Pvt. Ltd
01.2024 - Current
Enterprise Application Support Engineer – Aptean Ross ERP
- Leveraged AI capabilities using Aptean Intelligent Studio to enhance troubleshooting, accelerate issue resolution, and streamline knowledge documentation.
- Provided L1 cloud support for enterprise customers, handling user management, license application, patch deployments, and service restarts, ensuring high availability and smooth operations in SaaS environments.
- Delivered end-to-end technical support for US-based clients using Aptean Ross ERP across both cloud and on-premise environments.
- Managed system administration tasks including user access control, deployments, upgrades, and installation activities, maintaining system stability and compliance.
- Performed SQL database restorations, broker configuration, and environment setup, ensuring minimal downtime and quick recovery during incidents.
- Supported integrations with enterprise tools such as Microsoft SharePoint, EMF, Advanced Reporting, and Synoptix to enable seamless business operations.
- Collaborated with development and QA teams for root cause analysis (RCA) and successful deployment of fixes and enhancements.
- Redesigned the Knowledge Base (KB) process, enforcing mandatory documentation for resolved cases, significantly improving resolution turnaround time and team collaboration.
Senior Retail POS Analyst
Wipro Technologies
10.2021 - 12.2023
- Provided L2 support for global retail POS systems, ensuring uptime and smooth operations
- Collaborated with technical teams for patch updates, issue resolution, and deployment support
- Conducted root cause analysis, tracked issues in ServiceNow, and maintained communication with stakeholders
- Supported multi-region rollouts and contributed to process improvements
- Multinational corporation that provides IT services and business solutions
Senior Software Engineer
Capgemini Technology Services India Ltd
03.2019 - 07.2021
- Delivered technical and application support for payment processing systems
- Monitored live environments, troubleshot integration failures, and coordinated fixes with developers
- Conducted production validation, log analysis, and SQL-based investigations for reported issues
- Improved customer satisfaction through clear communication and structured problem-solving
- Global leader in consulting, digital transformation, technology, and engineering services
Education
Bachelor of Engineering (B.E.) -
Jai Shri Ram Engineering College
01-2018
Higher Secondary Certificate (HSC) - undefined
Sri Srishti Vikkas Academy Matric HSS
01-2014
Skills
Technical support
Technical troubleshooting
License troubleshooting
Problem-solving
Ticket management
AI Creation and implementation
Accomplishments
- Dashboard Implementation: Designed and deployed an internal support dashboard, improving incident response time by 30% and enabling better visibility into ticket status and team performance.
- AI-Driven Knowledge Base Transformation: Led the implementation of AI using Aptean Intelligent Studio, making Knowledge Base (KB) documentation mandatory for all cases within the ticketing system.Reduced SLA resolution time significantly by enabling faster access to solutions
Minimized dependency on senior resources through structured knowledge sharing
Improved first-level resolution efficiency across the team
- Process Automation & Reporting Innovation: Leveraged AI to automate report generation, enabling creation of customer session reports within minutes, drastically reducing manual effort and turnaround time.
- Knowledge Base Innovation: Introduced a KB-for-all-cases model, transforming cross-team collaboration, improving documentation standards, and ensuring consistent issue resolution practices.
- Client Management Excellence: Managed multiple enterprise clients using Aptean Ross ERP, consistently achieving high CSAT scores through proactive communication and timely issue resolution.
- Leadership & Team Impact: Recognized by leadership for innovation, AI adoption, and customer-centric approach while leading a team of 11 members, driving SLA adherence and operational excellence.
Timeline
Customer Technical Support Engineer
Aptean India Pvt. Ltd
01.2024 - Current
Senior Retail POS Analyst
Wipro Technologies
10.2021 - 12.2023
Senior Software Engineer
Capgemini Technology Services India Ltd
03.2019 - 07.2021
Higher Secondary Certificate (HSC) - undefined
Sri Srishti Vikkas Academy Matric HSS
Bachelor of Engineering (B.E.) -
Jai Shri Ram Engineering College