Swathi Singh
Bengaluru
Summary
With over 7 years of experience in technical troubleshooting and solving business problems using technology, I specialize in strategic partnerships across APAC and NAMER regions. I liaise with engineering and product teams to advocate for partner and client feedback and drive continuous improvement. I hold a PG Diploma in Data Science from IIIT-Bangalore and a Master's degree in Computer Science from VIT.
As an Allyship Academy Ambassador Participant, I have developed inclusive facilitation tactics and allyship actions to foster a collaborative and inclusive work environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Technical Consultant
LinkedIn
Bengaluru
09.2023 - Current
- As a senior TC, I integrate deeply on Zendesk CRM to lead technical investigations and bring quicker issue resolution to support incidents, enhancing partner integration experiences.
- Identifying emerging trends, driving engineering opportunities to mitigate recurring escalation scenarios.
- Working with X-function team on Dynamics 365, routing case from partners to right team and escalate the cases to Engg team via JIRA
- Training other support team mates with the new/best methods of troubleshooting and tools.
- Providing feedback to Engg and product team, recommending new changes based on the ticket volume trends seen in reports.
Technical Consultant
LinkedIn
09.2022 - 09.2023
- Liaise with engineering/product team highlighting feedback or places of improvement, advocate on behalf of partners' desires for future product development
- Providing developer support for high-touch partners
- Escalating large scale issues to leadership and cross function teams
- Train new hires, to make it easier have worked on building knowledge sharing resources using confluence.
Associate Technical Consultant
LinkedIn
07.2021 - 08.2022
- Provide technical guidance to ensure the technical success of clients' integrations using our marketing API endpoints and to have successful engaging campaigns
- Support all kinds of product related issues(functionality, development, integration, migration etc.)
- Providing Tier 2/3 technical support on API related issues & working with web services technologies (e.g., HTTP, REST, SOAP, and OAuth)
- Delivery of a high-quality customer and partner experience through timely and effective response to customer needs
- Well versed with Service delivery experience.
Senior Business Analyst
Yellow.ai
11.2020 - 07.2021
- Responsible for coordinating, defining and managing over 20 SMB/Enterprise projects across business
- An expert on a customer's implementation by gathering/understanding their top business goals, requirements and constraints
- Advocate for customer's priorities internally within Yellow.ai while proactively working with the product, R&D teams on escalated technical issues, product roadmap changes, new feature requests, technical hurdles, etc
- Onboarding of new accounts, analyzing clients requirements and suggesting enhancements for chatbots
- Understand and document how the customer uses our platform, create project documentations(BRD, flow chart, use case story) and training materials for clients.
Project Development Manager
Decathlon Sports India
04.2020 - 11.2020
- Run researches, design, and implement solutions to improvise B2B E-commerce project of Decathlon India
- Excellent writing skills to create Business Requirement Documents(BRDs) mentioning the specifications of functional and technical details.
Programmer Analyst
Decathlon Sports India
06.2017 - 04.2020
- Lead a team of 4 to manage, operate and technically support e-commerce platform for 28 countries including PaymentServiceProviders and other third-party applications that support the platform
- Main contact and issue ownership for technical/operational support
- Experience with Agile Scrum framework to align multiple projects and teams
- Translate business and product requirements into functional specifications, BRD preparation
- Hands-on experience and expert knowledge about e-commerce framework, Prestashop
- Being technically involved in Login(Single Sign in) project
- Log, track, and communicate effectively with dev/business teams to prioritize, mitigate, resolve and report on root-cause
- Bug fixes to ensure strong optimization and functionality
- Order flow checks/tracking on SAP - EWM, ECC
- Strong in writing SQL queries and reporting the analysis to business team
- Tracking team deliverables and responsible for the team performance
- Handle tickets/emails on clarification on existing process well within the given SLA timeframes and track them on JIRA, HP-SAW
- Develop/write support documentation for features and systems patches developed in-house
- Experience in version controlling system GIT.
L2- Application Support Engineer
Infosys
01.2013 - 04.2014
- Providing Level2 software application production support in Banking domain
- Troubleshooting medium to complex level issues using Linux, shell scripting, sql queries
- Acknowledging, managing production incidents with SLA, ensuring timely communications to business stakeholders and working with the Engineer team to restore services in production
- Summarizing complex technical issues succinctly and completely for escalation to Level 3 team
- Responsible for conducting regular audits on bank accounts and tracing the logs for in-depth analysis
- Using relational database SQL / Oracle to retrieve logs and identify suspicious transactions to alert the cross function partners
- Providing documentation and phonic updates to onsite business team on daily basis delivery issues
- Participating in the release and new feature launch process in terms of technical testing aspects
- Collaborating with the application testing team and developing maintainable test cases for reviewing feature specifications
- Coordinating with cross functional teams, Engineering teams during business impacting changes and deployments
- Reporting Daily status reports to the onsite and offshore Leads.
Education
PG Diploma - DataScience
International Institute of Information Technology Bangalore
01.2020
Master's degree - Computer Science
Vellore Institute of Technology
01.2017
Skills
- My core competencies include web services technologies, REST API troubleshooting, OAuth
- Project delivery, customer satisfaction, and Customer Experience Enhancement
- CRM/Tools Experience : Salesforce, Zendesk, and Dynamics 365, JIRA, GitHub
- Language : Python, Php, Shell scripting, Unix commands
Certification
- Effective Data Science: Delivering Impact & Value End-to-End - Udemy
- Design Thinking: Customer Experience - LinkedIn
- Generative AI for Digital Marketers - LinkedIn
- API Testing Foundations - LinkedIn
Awards
- University Rank Holder - August 2017
- Merit Scholarship 2016 - 2017
Timeline
Senior Technical Consultant
LinkedIn
09.2023 - Current
Technical Consultant
LinkedIn
09.2022 - 09.2023
Associate Technical Consultant
LinkedIn
07.2021 - 08.2022
Senior Business Analyst
Yellow.ai
11.2020 - 07.2021
Project Development Manager
Decathlon Sports India
04.2020 - 11.2020
Programmer Analyst
Decathlon Sports India
06.2017 - 04.2020
L2- Application Support Engineer
Infosys
01.2013 - 04.2014
PG Diploma - DataScience
International Institute of Information Technology Bangalore
Master's degree - Computer Science
Vellore Institute of Technology
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