Swapnil Mali
Senior Support Engineer | Technical Support | Production Escalation Expertise | TIBCO EBX
Pune
Summary
IT expert with over 5 years of experience in production and application support. Skilled in designing and maintaining scalable solutions while delivering comprehensive production support. Demonstrated success in troubleshooting and optimizing system performance, collaborating with cross-functional teams to improve stability.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Senior Support engineer
Encora
07.2024 - Current
- Acted as Subject Matter Expert (SME) for TIBCO EBX product, providing guidance to clients, support teams, and new joiners on best practices and complex issue resolution.
- Delivered end-to-end technical support (L2-L3) for EBX, FOM, BPM platforms including configuration, data models, workflows, permissions, and integration with enterprise systems.
- Led root cause analysis (RCA) and coordinated with development teams to drive permanent fixes, performance tuning, and process improvements.
- Supported environment setup, patching, and upgrades, ensuring smooth version migrations with minimal downtime.
- Created knowledge base articles, runbooks, and training sessions to upskill teams, reduce repeat incidents, and improve support efficiency.
Product Support engineer
Cloud software group
07.2022 - 07.2024
- Provided L2-L3 technical support for TIBCO EBX, BPM platforms ensuring high availability, performance, and stability of master data management solutions and troubleshooting BPM-based workflows, ensuring process reliability, performance, and SLA compliance.
- Diagnosed and resolved complex issues related to EBX configuration, workflows, permissions, and data models within defined SLAs.
- Collaborated with development teams to analyze root causes, apply hotfixes, and implement long-term solutions for recurring issues.
- Assisted clients in environment setup, upgrades, and patching of EBX, ensuring seamless version migration and minimal downtime.
- Documented knowledge base articles, best practices, and troubleshooting guides to improve support efficiency and reduce turnaround time.
Senior Software Analyst
Capgemini
11.2020 - 07.2022
- Contributed to the development and maintenance of the Corail module, a supply chain management solution, ensuring smooth business operations.
- Worked as an application developer and support engineer, handling both software development and technical support activities.
- Gained strong exposure to the Software Development Life Cycle (SDLC), with practical experience in Agile methodology.
- Performed SQL-related tasks, including query optimization, data validation, and troubleshooting database issues.
- Delivered technical support by diagnosing and resolving issues, coordinating with cross-functional teams, and ensuring system stability.
- Attended structured training on Core Java and Angular 6, enhancing skills in front-end and back-end development.
- Recognized for excellent communication, analytical, problem-solving, and documentation skills in both development and support roles.
Education
Bachelor of Engineering - IT
Savitribai Phule Pune University
Pune, India04-2020
Skills
Certification
TIBCO EBX TCA Associate
Timeline
Senior Support engineer
Encora
07.2024 - Current
Product Support engineer
Cloud software group
07.2022 - 07.2024
Senior Software Analyst
Capgemini
11.2020 - 07.2022
Bachelor of Engineering - IT
Savitribai Phule Pune University