Susheel Raj Gowlikar
Hyderabad
Summary
A highly motivated and detail-oriented technical professional with over 5 years of experience providing L2 Application and Technical Support for Uber services, operating under Indium Software Technology. Expert in troubleshooting complex incidents, performing root cause analysis, and ensuring high application performance across global regions (EMEA, US, UK, Australia). Proven ability to manage high-pressure situations, coordinate effectively with internal teams, and consistently deliver precise resolutions within strict SLA timelines. Proficient in Jira-based issue tracking and customer onboarding support. Possesses strong analytical skills, excellent communication abilities, and a proactive commitment to client satisfaction.
Overview
6
6
years of professional experience
Work History
QA Engineer
Indium Software Pvt. Ltd.
Hyderabad
05.2025 - Current
- Conducted daily quality audits, resulting in a 25% reduction in QA defects over a six-month period.
- Ensured 100% adherence to the release schedule by owning release-readiness reviews and sprint ceremonies.
- Improved team efficiency by coordinating Root Cause Analysis (RCA) meetings and implementing Performance Improvement Plans (PIPs) for underperforming team members.
- Maintained test suite accuracy by auditing closed bugs within the QA team and updating the test documentation to reflect changes.
- Currently acting as a QA Analyst, responsible for ensuring requirement compliance through detailed audits and preparing performance reports (CSAT, Top 5, and Bottom 5 Performers). I also initiate Performance Improvement Plans (PIPs) to enhance team productivity and quality standards.
- Mentored and acted as a trainer for new joiners in addition to regular responsibilities.
Senior Test Engineer
Indium Software Pvt. Ltd.
Hyderabad
10.2024 - 04.2025
- Responsible for Providing day-to-day support and maintenance for critical production systems and applications to ensure uninterrupted service availability.
- Respond promptly to production incidents and perform root cause analysis to identify and resolve underlying problems.
- Implement and maintain monitoring, alerting, and reporting systems to proactively detect issues and performance bottlenecks.
- Provide on-call support and participate in a rotating on-call schedule to address critical issues outside of business hours.
- Create and maintain documentation including standard operating procedures (SOPs), incident reports, and knowledge base articles.
Tier II Technical Support
ACCENTURE SOLUTIONS PVT. LTD.
07.2023 - 07.2024
- Address customer queries in a timely and accurate manner.
- Identify customer needs and assist in utilizing specific features.
- Analyze and report new product functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Coordinate with internal teams to resolve technical issues.
- Engaging clients calls and gathering client requirement.
- To collaborate with technical teams such as development, implementation, and IT team to resolve escalated issues.
- To create and refine troubleshooting strategies after solving more complex technical issues, and contributing to product improvement through the analysis of escalated problems and customer feedback.
- To support and guide Tier II to resolve technical challenges efficiently and ensure customer satisfaction.
Tier II Support
NUANCE INDIA PVT. LTD.
05.2022 - 06.2023
- Taking initial telephone or email inquiries and troubleshooting and managing relatively simple software, hardware, or network related issues.
- Responsible for basic and intermediate issues faced by the customers\users which includes technical or non-technical support.
- Recognizing and escalating more difficult problems to technical team.
- Diagnose, research, and resolve Tier II technical issues.
- Effectively advise and assist customers on appropriate action.
- ACQUIANTED BY MICROSOFT IN YEAR 2022
Tier II Support
AQUITY SOLUTIONS INDIA PVT. LTD.
01.2020 - 04.2022
- Worked under Tier II support team from January 2020 to April 2022.
- Worked on basic level customer requests that require limited IT support.
- Addresses the most basic customer issues, which includes general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural 'how-to' questions.
- Handles the initial contact with users, requesting basic account information and resetting passwords.
- Handles straightforward and simple problems while possibly using knowledge base tools and step-by-step guides.
- Provides the first line of assistance through phone, chat, or email.
- Performs basic troubleshooting and provides first-line support for common hardware, software, or network-related problems.
- Worked as Healthcare Documentation Editor from December 2012 to December 2019.
- Proof Reading the medical reports of multi-specializations generated from VRS (voice recognition software) and uploading the reports while maintaining turnaround time which basically includes listening to the doctors while looking at the respective report generated from VRS while looking for grammatical mistakes, correcting medical terminologies, wordings and formats, etc.
- Having interaction with clients over emails on a daily basis and on a weekly basis regarding the changes, feedbacks and improvements in the reports.
- Assisted in software and hardware installation, networking equipment, and other supporting hardware, performed user account creation, deletion, and configuration, troubleshooting internet issues, different software and hardware related issues.
Education
Diploma - Diploma in Electronics And Instrumentation
Quli Qutub Shah Government Polytechnic
HyderabadBachelor of Commerce -
Graduate
S. S. C. -
Pioneer High School
Skills
- Salesforce
- Jira
- SQL
- Power BI
Key Highlights
- A seasoned professional with over 5 years of experience spanning Tier II Customer Support Management, Senior Test Engineering, and Quality Engineering roles.
- Expertise in managing and swiftly resolving high-priority customer issues, including handling Red and Yellow alerts.
- Skilled in coordinating and collaborating with internal Development, Implementation, and technical teams to ensure rapid resolution of critical problems.
- Proficient in troubleshooting, defect escalation, providing direct customer assistance, and delivering technical support.
- Experienced in developing strategic approaches and creating Standard Operating Procedures (SOPs) for frequent and recurring issues.
- Contributes to product enhancement by analyzing escalated technical problems and incorporating customer feedback.
- Familiar with Production Replica Dashboards.
- Proficient in using Zendesk, Jira, Salesforce, and Confluence (for documentation and SOPs).
- Experienced with Teams, Cisco Webex, Join.me, and GoTo Meeting.
- Good foundational understanding of SQL Server 2017 basics.
Languages
- Hindi
- Telugu
- English
- Hindi
- Telugu
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge and belief.
Behaviors
- Meticulous
- Proactive
- Ambitious
- Foresighted
- Adventurous
Personal Information
- Father's Name: G. Shanker Raj
- Date of Birth: 05/18/85
- Nationality: Indian
- Marital Status: Married
Timeline
QA Engineer
Indium Software Pvt. Ltd.
05.2025 - Current
Senior Test Engineer
Indium Software Pvt. Ltd.
10.2024 - 04.2025
Tier II Technical Support
ACCENTURE SOLUTIONS PVT. LTD.
07.2023 - 07.2024
Tier II Support
NUANCE INDIA PVT. LTD.
05.2022 - 06.2023
Tier II Support
AQUITY SOLUTIONS INDIA PVT. LTD.
01.2020 - 04.2022
Diploma - Diploma in Electronics And Instrumentation
Quli Qutub Shah Government Polytechnic
Bachelor of Commerce -
Graduate
S. S. C. -
Pioneer High School