Saurav Das
Mumbai
Summary
Motivated Lead application support Engineer with 8+ years of progressive experience. Energetic self-starter and team builder. Navigate high-stress situations and achieve goals on time and under budget. Customer-focused manager, successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilizes excellent organizational skills to enhance efficiency and lead teams to achieve outstanding milestones
Overview
9
9
years of professional experience
Work History
Senior Technical Support Engineer
Nium India Pvt Ltd
01.2020 - 05.2024
- Lead cross-functional teams to address application and system challenges,
ensuring timely updates and conducting thorough root cause analyses for
application / payment issues while following to SLAs
Administer production database queries for change/update requests, design
onboarding plans for new team members, and manage alerts for proactive issue
resolution
Recreate and analyze reported issues across web and mobile platforms, using
Postman for API testing and replicating customer issues in pre-production
environments
Manage card payments, trace transactions logs, and monitor banking downtimes
& updating the payment system accordingly
Extract logs from ELK and share them with relevant teams for troubleshooting, while
regularly sharing incident reports via email, including ticket counts and issue type
trend analysis with leads
Set up CloudWatch alerts for server issues or database spikes and Metabase alerts
that feed directly into chatgroups for better visibility
Keep track of customer onboardings & App reviews
Maintain Excel report files for all downtimes and incidents
Provide weekly and monthly updates, working to eliminate recurring issues by
analyzing trends and sharing the data with teams
Organize RCA and postmortem meeting calls after P1 / P2 incidents with relevant
teams, ensuring continuous improvements and adopting collaboration with
engineering and CE teams.
Product Support Specialist
Cimpress Vistaprint Pvt Ltd
- Technical and functional support to E-commerce domain product
- Troubleshooting and fixing the production issue within the SLA
- Currently Leading Website Support project as a Level 2 (Single point of contact for all queries) Leading Learnings & Knowledge Base sessions on weekly basis within the team
- Identifying scope of automating manual tasks present in the system and raising it with Dev team to get it implemented (with impact analysis) Identifying scope of Process improvisation and getting it implemented in the system for a seamless working flow
- Implemented Problem management and running it daily basis (Creation of problem tickets, linking incident to it, presenting it to Dev team on Weekly basis & monitoring it to check if process is followed by team members) Handling Major issues (P1/P2): Communication drafting, Collaboration of cross team members in one platform and driving the incident end to end for closure
- Presenting Impact Analysis, Root Cause and Preventive measures for each P1/P2 incident
- Keeping check on process for tracking these preventive measure / enhancement / Improvisation / Automation tickets and raising or highlighting them to Dev on regular basis to ensure they are not overlooked
- Providing peer support on complex investigations
- Conducting trainings within the team to ensure team members are updated with latest changes and flow
- Website Alert monitoring and keeping control on team members to ensure SLA is not breached
- Troubleshoot Magnolia CMS related issue and update the content on a Web page when it's required
- Monitor different monitoring applications New Relic, Pingdom etc
- Troubleshooting the errors using AWS CloudWatch and Sentry IO Managing CDN and cache servers (Varnish) for enhancing website speed
- Analyzing Production related Issues and suggest the workaround
- Incident Management: Incident Handling (P1, P2, P3, P4 issues)
- Attending incidents conference calls to resolve Major Production Incidents
- Fixing the alert within the specified time as per severity
- Follow up with development team for resolving the cases
- Investigations and logs extraction/reading
- Incident resolution, providing work around, service management
- Problem Management/Troubleshooting: Regular system health checks, support teams to resolve/isolate problems, liaise with other component teams to isolate problems
- Proactive problem identifications, create problem records, working on RCA (Root Cause) action items, RCA documentation, RCA updates
- Looking at alerts/notifications and addressing them
- Monitoring production server, troubleshooting and fixing bugs
- Regularly attend & resolve the issues such as application outage, issue impacting multiple users
- Scheduling, monitoring, and troubleshooting of jobs.
Business Care Specialist (Application Support)
Accenture Services Pvt Ltd
04.2017 - 12.2019
- Processing access requests for P&Gs Product Lifecycle Management applications (Global) Providing level 1 support for P&Gs Product Lifecycle Management applications
- Interacting with the client via instant message, email and Skype call to better understand the issue
- Currently working as QA and providing floor support to the team
- Troubleshooting the issue to identify an appropriate solution
- Handling Internal and External P&G users issue/queries end to end and provide resolution within defined SLA through various channels such as Email, ServiceNow tool and Registration Access forms
- Perform 1st line support to users globally and potential escalation to 2nd line support
- Supporting the roll-out of new applications
- Setting up new user's accounts and profiles Working continuously on a task until completion, prioritizing and managing many open cases at one time
- Rapidly establishing a good working relationship with customers and other professionals in P&G Responsible for ensuring tickets are updated properly and users are informed of the progress on a daily basis
- Identify gaps and areas for improvement in execution processes and propose improvement solutions.
Desktop Application Support Engineer
Wipro InfoTech (Third-party payroll)
11.2015 - 04.2017
- ● Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications
● Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
● Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
● Customize desktop hardware to meet user specifications and site standards
● Performs work in compliance within specified warranty requirements
● Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
● Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
● When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
Education
B.E (Electronics and telecommunication engineering) -
Bharti Vidyapeeth College of Engineering, Navi Mumbai
04.2015
H.S.C. -
Patuck Technical Jr. College, Santacruz
04.2010
S.S.C -
Holy Cross High School, Kurla
03.2008
Skills
Team Leadership and Mentoring
Application Support and Maintenance
Incident and Problem Management
Financial Software Expertise
ITIL Service Management
Root Cause Analysis (RCA)
SLA Management
SQL
Change Management
Technical Troubleshooting and diagnosis
System Monitoring and Optimization
Ticketing systems: (ServiceNow, Zendesk, Jira, Freshdesk)
Customer Support
Critical Thinking and Data Analysis
Training and mentoring
Languages
English
Hindi
Marathi
Bengali
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Personal Information
Date of Birth: 03/05/1993
Timeline
Senior Technical Support Engineer
Nium India Pvt Ltd
01.2020 - 05.2024
Business Care Specialist (Application Support)
Accenture Services Pvt Ltd
04.2017 - 12.2019
Desktop Application Support Engineer
Wipro InfoTech (Third-party payroll)
11.2015 - 04.2017
Product Support Specialist
Cimpress Vistaprint Pvt Ltd
B.E (Electronics and telecommunication engineering) -
Bharti Vidyapeeth College of Engineering, Navi Mumbai
H.S.C. -
Patuck Technical Jr. College, Santacruz
S.S.C -
Holy Cross High School, Kurla
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