Summary
Overview
Work History
Education
Skills
Timeline
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Shishir Shukla

Senior L2 Support Engineer
Bangalore

Summary

Highly motivated Production Engineer with comprehensive experience in process improvement, quality assurance and manufacturing. Exceptionally talented at investigating and sourcing new equipment and identifying and addressing technical issues. Dynamic professional possessing excellent planning, executing and monitoring capabilities. Analytical L2 SUPPORT successful at reducing downtime and improving production processes. Hands-on individual comfortable working in close proximity with QA team to promote efficient product releases. Skillful in developing manufacturing processes and setting production goals.

Overview

3
3
years of professional experience

Work History

Senior Production Support Engineer

Bottomline Technologies
05.2021 - Current
  • Create and respond to monitoring alerts (administer SOPs, restart services, remediate any SEV1/2 alerts etc)
  • Case Intake coverage for the "Enterprise - Banking Support" Salesforce queue, 24/7 Monday - Friday.
  • Case triage and resolution of customer questions, requests and problems.
  • Incidents - response, ongoing customer communication, technical resolution and/or escalation.
  • 24x7 Oncall Rotation
  • Perform daily morning hypercare checks for 24 customers
  • All responsibilities of a PSE
  • SME for operational process & technology in support of the platform and customer base.
  • Training and mentor onboarding new employees
  • Participate in department projects and represent Support in segment initiatives
  • Work with L3 teams on defects
  • Develop and maintain SQL and script monitors
  • Perform code reviews to assist with the location of root cause
  • Manage the " Enterprise - Banking Support" Salesforce queue, 24/7, Monday - Friday and assign cases to PSEs
  • Ensure PSEs are acting according Bottomline defined process and OKRs
  • Provide mentoring and coaching as appropriate

Education

BTECH - Computer Science And Engineering

VTU
Bangalore
04.2001 -

Skills

Customer Contract Requirements

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Timeline

Senior Production Support Engineer

Bottomline Technologies
05.2021 - Current

BTECH - Computer Science And Engineering

VTU
04.2001 -

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Shishir ShuklaSenior L2 Support Engineer