Swapnil Dilip Shende

• Lead a team of Technical Support engineers, ensuring operational excellence and customer-centricity in issue resolution and quality ticket work, resulting in enhanced customer experience.
• Guide the team in achieving key performance indicators (KPIs) and objectives, aligning skills with problem criticality and assigning tasks professionally.
• Set operational goals and guidelines, making strategic adjustments as necessary, and initiate business continuity planning (BCP) when required.
• Take ownership of critical customer situations, managing escalations to ensure customer satisfaction and expedite resolutions. Conduct technical retrospectives for critical escalations and drive improvement opportunities.
• Conduct regular check-ins and track progress through one-on-one conversations, utilizing tools like Case Quality Index to identify opportunities for associates' growth and improvement.
• Document feedback and action items during one-on-one conversations in WorkDay, creating structured development plans and utilizing feedback functionality for soliciting feedback.
• Recognize and reward positive contributions, high performance, and customer-centric behaviors.
• Proactively plan for bonus, restricted stock units (RSU), and compensation change cycles, and work on promotion business cases, aligning with timelines.
• Analyze regional and global case volume and complexity trends, top customer accounts, top reasons for cases, peak hours/days/months, and backlog analysis. Generate extensive reports to analyze data and provide actionable insights for improved decision-making.
• Collaborate with extended teams such as engineering, tooling, and consulting, promoting collaboration through brainstorming and sharing ideas around people, process, and technology.
• Create a psychologically safe environment that enables individuals to embrace and navigate changes effectively and comfortably.

January 2021 - March 2024 - Project Manager Business- Openshift (Support Operations lead)

• Led daily operations and ensured the efficacy and excellence of support services for Red Hat's flagship product, Openshift, resulting in enhanced customer satisfaction and adherence to SLAs.
• Worked on process improvement projects, implementing frameworks and automation tools to streamline workflows and enhance project execution and efficacy.
• Planned, executed, and implemented new tools such as Slack and Support Logic, conducting knowledge transfer sessions and documenting daily and periodic tasks for the team.
• Reviewed individual and team performance based on KPIs, case quality index, and customer experience scores, identifying improvement opportunities and actively working on them.
• Collaborated with cross-functional teams and stakeholders to address critical situations and report issues using JIRA tools.
• Mentored fellow operations leads and led a team of project managers, ensuring alignment with company goals and continuous improvement through regular checkpoint meetings and retrospective learning sessions.
• Utilized SFDC and Tableau for reporting and data analysis, deriving actionable insights and preparing for monthly business review meetings.
• Conducted extensive data analysis using Salesforce reports and Google Sheets, automating formulas to derive actionable outcomes and facilitate proactive capacity planning.
• Fostered confident relationships with clients and associates, ensuring a successful and positive experience.
• Actively participated in hiring panels to identify the right candidates for Red Hat.

Sept 2019 - Dec 2020 - Software Maintenance Engineer

• Served as a Software Maintenance Engineer at Red Hat, specializing in Red Hat middleware messaging products such as AMQ 7.x, JBOSS EAP, and AMQ on Red Hat Openshift.
• Acted as a subject matter expert, providing optimized solutions to global clients' queries and handling pre-production and production issues.
• Conducted in-depth analysis of encountered issues, utilizing tools such as IBM thread dump analyzer, Garbage cat, Eclipse memory analyzer, and xsos tool to understand the system's exact state.
• Replicated and understood issues to provide alternate optimized solutions or file bugs in the product, contributing to the open-source community's awareness and improvement.
• Created Knowledge-Centered Service (KCS) solutions, documenting customer queries and technical issues for reuse by support teams and customers globally.

• Worked for a client British Telecommunications under telecom domain. Roles and responsibilities were to serve as L3 support, for an existing telecom application which used to keep track of existing subscribed accounts and newer accounts applying for internet connection in the UK.

• Led a team of 5 in the development and support of the DM.TEC application under the TE Connectivity project, providing L2-L3 support, bug fixes, and implementing enhancements in the product life cycle management domain.
• Collaborated with stakeholders to gather requirements for enhancements, conducted unit tests, and deployed updates to various environments, including Dev, Pre-QA, QA, and production.
• Developed a MQ topic interface between DMTEC and other applications, enabling seamless data exchange and integration.
• Assisted the L1 and L2 support teams in resolving queries and provided guidance and support during deployments and testing.
• Conducted client calls and discussions to address enhancements and provide status updates, ensuring effective communication and client satisfaction.
• Led the team in completing knowledge transfer sessions and conducted interviews to hire resources for application support and development.
• Utilized Java J2EE, Struts 2, Web services, Unix (Solaris10), MQL (Matrix Query Language), JSP, JavaScript, servlets, Apache Tomcat, SVN, SQL, Maven, Anthill, SOAPUI, and IBM MQ technologies.
• Recognized by the Director of TE for significant contributions to application support and development.

Project1 : ISSAC (Citi Group)

• Integrated swiftnet services access for citigroup) provides a delivery and data exchange channel over SWIFTNet.
• Migration of application from Struts 1.3 to Struts 2.3.15.
• Development of technical specifications based upon functional requirements.
• Interacting with clients and analysing the functional gaps for quick fixing/resolution of issues.
• Deployment of application on Web sphere Application Server.
• Helping the team in resolving the technical difficulties.
• Conducting Sessions to deliver functional information and working of applications to freshers.

Project 2 : Application Programmer lead Integrated SWIFTNet Services Access for Citigroup, (ISSAC, OFSS, Pune. Onsite Services.) - Belfast, UK

• Worked as an Application Programmer lead and as L3 SubjectMatter Expert Support at client location(United Kingdom-Belfast) for a Global Financial Messaging Application(ISSAC) in Citibank.
• To assist L1-L2 support in case of queries and technicalities of application in Production, to Look after UAT client queries and provide a suitable and quick response for the technicalities.
• Deployments of new releases to QA and dev environments for testing newer enhancements.
• To look after infrastructural changes, enhancements / renewal of environmental specific attributes to ensure smooth functioning of UAT, QA.