Shiva Kumar Gyni

Diagnose and troubleshoot issues related to gaming software and hardware, including casino/virtual games, performance optimization, and compatibility issues.

Providing Application support for multiple clients across the US, UK, and Africa regions.

Provides on-site support/ technical assistance on every issue with production level.

Monitoring/Manual testing applications- core basic functionalities, Performing sanity check in deployments.

Monitor unexpected behavior of the application/server's effectiveness and performance from Nagios, Zabbix to determine if there are any potential problems, report the critical findings to developers/

DevOps and respective Project managers.

Collaborate with cross-functional teams, including developers and QA engineers, to identify and resolve complex technical issues.

Manage infrastructure (servers – adding extra servers when in demand/removing the servers not in use from the AWS console.)

Provide regular feedback to the development team on product issues and user feedback.

Escalate issues to higher-level support teams, when necessary, and act as a liaison between customers and the development team.

Providing 24/7 support on a rotational basis.

Diagnose and identify the issues by going through every layer (checking the logs, provider feeds, API checking, Database and there by Front end.

Updating/mapping the providers feed data into our internal Databases (SQL server, Postgress) using SQL queries.

Managing services/jobs at server level like scheduling the jobs, restarting, disabling through Putty SSH.

Provide customer services – addressing the clients/customer issues queries and resolving them as per the SLA (service level agreements).

Working on tickets tools like JIRA, Freshdesk etc.

Maintained a high level of customer satisfaction by delivering excellent customer service and resolving issues in a timely and efficient manner.