Shrishti Shrishti
Senior Lead Technical Support Engineer
Greater Noida,UP
Summary
Experience lead adept in all stages of advanced project management and support services. Knowledgeable in SQL, Postgres Redshift, AWS user interface, testing, and debugging processes. Bringing forth expertise in customer handling, Team management, Project management, Production support. Equipped with a diverse and promising skill set. Proficient in an assortment of technologies, including ETA, AWS, Snowflake, MongoDB, Redshift, Unix. Able to effectively self-manage during independent projects, as well as collaborate in team setting.
Overview
10
10
years of professional experience
2020
2020
years of post-secondary education
Work History
Assistant Manager
Impetus Technologies
02.2025 - Current
- Assistant Manager on the BCBS project
- Leading full-cycle deployments across AWS environments, promoting changes from lower to higher tiers while ensuring timely domain delivery.
- Coordinate and oversee team activities, including preparing rosters, monitoring task execution, and maintaining deployment schedules.
- Handle critical escalations and serve as the primary point of contact for issue resolution during high-impact delivery phases.
- Participate in customer-facing calls, providing consistent updates, managing expectations, and fostering strong client relationships.
- Drive end-to-end deployment ownership with a focus on operational excellence, team alignment, and stakeholder satisfaction.
Project Owner
Impetus Technologies
05.2024 - 02.2025
- Project Owner in Coca Cola Project
- Tracking, the team and ensure the team is delivering the data on time.
- Identify and resolve roadbloacks that hinder team progress.
- Ensuring the team remains focused on sprint goals.
- Managing assessment for aws services for migration.
- Managing AWS to Azure migration.
- Organizing daily standups, Sprint Planning, Sprint reviews, Estimation plannings.
Senior Lead Technical Support Engineer
Impetus Technologies
07.2023 - 05.2024
- Senior Lead Technical Support Engineer in UAL Project.
- Tracking, the team and ensure the team is delivering the data on time.
- Process Improvement.
- New ideation and implementation.( Dashboards, Metrics and KPIs).
- Come up with the Best Practices and ensure the same is implemented in the project and shared with other team members.
- Managing release and change management processes.
- Handling tickets/Concerns raised by customer.
- Troubleshooting the job failures and analyzing the changes required to ensure smooth processing of batches.
Lead Support Engineering
Innovaccer
09.2019 - 07.2023
- Company Overview: Innovaccer deal with us health care where we maintain patient data (PHI) and analyses the provided data. After analysis we prepare reports and graphs to explain the data to customer which can help them to take the necessary actions to reduce health care cost and provide better health care.
- Effectively managed and lead a product support team consisting of 10+ people to drive company proficiency and success.
- Leading 4+ projects and upscaling the team to achieve their goals and customer deliverables on time.
- Established and nurtured open communication airways to lead to better team Functioning.
- Performing ETL where we ingest patient data into database on daily, weekly, monthly basis using the raw files provided by customer on the SFTP or extracting data from their database.
- Once the data ingested into database then perform various quality checks to make sure the data is correct and has all the mandatory information.
- Handling tickets raised by customer using our in-house products like patient 360, In Note, Incore, Inconnect, Incare etc.
- Handling customer calls where we discuss the requirement and scope of the enhancement so that it can be move to next level depending upon the feasibility of requirement.
- Managing release and change management processes.
- Worked on AWS, Azure migration and implementation projects.
- Good knowledge of SLA/OLA metrics for Incident management.
- Good knowledge of Windows and Linux based applications.
- Worked on ticking tools like Jira, ServiceNow, Zendesk.
- Proactively involved in Release and Deployment Management.
- Innovaccer deal with us health care where we maintain patient data (PHI) and analyses the provided data. After analysis we prepare reports and graphs to explain the data to customer which can help them to take the necessary actions to reduce health care cost and provide better health care.
Senior Support Engineer
Infosys
10.2015 - 09.2019
- Worked as a Technical support which includes Linux, Unix and deployments of webui and Apache tomcat applications.
- Autosys related task includes creation, update and manage of job using commands.
- Good knowledge of SLA/OLA metrics for Incident management.
- Good knowledge of Windows and Linux based applications.
- Proactively involved in Release and Deployment Management.
- Responsible for Infrastructure team interaction and daily delivery of the deliverables in non-prod environment.
- Perform root cause analysis and proactively proposing solutions as part of problem management, thereby.
- Take ownership of critical incidents, enlist proper representation from other IT support terms and drive towards resolution.
- Analyzing and resolving production issues, including time estimates for corrective action, with an objective of meeting SLA.
- Quality Control and User Acceptance sign-off and ensure all new deployments have supplied correct documentation and training.
- Prepare Shift Turnover report.
- Coordinate for the deployments of various applications to production environment and ensure all are working fine.
- Troubleshooting the job failures and analyzing the changes required to ensure smooth processing of batches.
- Monitoring UNIX processes/jobs and log file analysis to get root cause of the problem.
- Cross-training/Knowledge Transition to team members for smooth operations.
- Tracking new issues with the application team and updating the Knowledge database with the resolution of the same.
- Performing audit of the application specific tickets and discuss them with the application team to minimize the number of tickets and fix the recurring issues.
- Apply ITIL concepts for process improvements and document all processes and procedures.
- Working on Unix servers to resolve all issues that were encountered on daily basis and escalate them if required.
- Resolving any issues encountered by traders/users in PROD/UAT/DEV environment during placing orders or performing any action on orders.
Education
master's - computer applications
Kurukshetra University
bachelor's - computer applications
Dyal Singh College
Skills
RDBMS
Redshift
PostgreSQL
Elastic Search
MongoDB
Airflow
Athena
Decision-making
Time management
Recruiting and interviewing
Team motivation
Problem-solving
Team leadership
Operations management
Timeline
Assistant Manager
Impetus Technologies
02.2025 - Current
Project Owner
Impetus Technologies
05.2024 - 02.2025
Senior Lead Technical Support Engineer
Impetus Technologies
07.2023 - 05.2024
Lead Support Engineering
Innovaccer
09.2019 - 07.2023
Senior Support Engineer
Infosys
10.2015 - 09.2019
bachelor's - computer applications
Dyal Singh College
master's - computer applications
Kurukshetra University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Documented and resolved AWS which led to Smooth execution.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 25 members.
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work-life balanceFlexible work hoursHealthcare benefitsWork from home optionLanguages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)