Open To Work
Urvashi Chauhan
Borivali east
Summary
Efficient Technical Support Analyst experienced in providing technical support for end-users. Delivered exceptional customer service through effective troubleshooting and clear communication of complex concepts to non-technical individuals. Committed to exceeding customer expectations and maintaining high levels of satisfaction.
Overview
13
13
years of professional experience
Work History
Support Analyst
Indusind bank Pvt ltd.
Mumbai
04.2022 - Current
- Provide L2 support with detailed root cause analysis (RCA) for recurring incidents, improving system reliability.
- Monitor application health using alerting tools and logs (Kibana), proactively preventing critical outages.
- Managed escalations and complex queries, facilitating effective communication with stakeholders.
- Manage and support the closure of open Virtual Account (VA) and Configuration VA-related issues, ensuring data accuracy and timely resolution.
- Supervise and guide the L1 support team, assign tasks, and track progress to ensure timely closure.
- Collaborate with developers, DevOps, infrastructure, and product teams for issue resolution and enhancements.
- Coordinate with stakeholders for requirement gathering and ensure successful UAT and production release.
- Raised and managed Change Requests (CRQ), Service Requests, and Data Patches through BMC Helix to ensure timely updates.
- Participate in CAB meetings and present changes for approval.
- Ensure smooth deployment and post-release validation in production environments.
- Provide support for: Transaction, payment, GST, and CBDT-related issues.
- Data storage provisioning with DBA and server teams.
- Assist in fraud analysis investigations and resolution of suspicious transactions.
- Write and execute SQL queries for data extraction, validation, and updates.
- Generate MIS reports and dashboards for operational insights.
- Prepared and presented weekly reports on transactions, incidents, and performance metrics to inform decision-making.
- Ticketing/ITSM: BMC Helix, JIRA, CRM Next
- Monitoring & Logs: Kibana, Dynatrace
- Database: SQL
- Other: Azure, Kiali, AIX, Linux, User Experia
Technical Support Engineer – Bank Operation
Clover info tech Pvt ltd.
Mumbai
04.2019 - 04.2022
- Act as the primary point of contact for bank customers and business partners, ensuring prompt resolution of queries and issues.
- Provide L1 support for banking products including DMT, API Banking, UPI, PPI, and AEPS within a B2B operational model.
- Monitored live inward and outward transactions, identified anomalies, and facilitated prompt resolution of issues.
- Handle inbound calls and email communications from partners and customers, addressing transaction and service-related queries.
- Provide accurate transaction details and status updates to partners and CSPs.
- Perform initial analysis of transaction issues such as failed credits, wrong account transfers, duplicate transactions, and adjustment cases.
- Escalate unresolved cases to the concerned teams for further investigation and resolution.
- Coordinate with multiple banks for settlement, recovery, recall cases, and pending transactions.
- Communicate bank downtime or node issues to partners proactively.
- Collaborate with NPCI for AEPS-related transaction issues and validations.
- Manage daily Banking-as-a-Service (BaaS) operations, ensuring smooth functioning of banking processes.
- Raise and track support tickets and tasks in internal banking systems.
- Maintain working knowledge of internal banking applications for efficient issue resolution.
- Perform bulk IFSC uploads and validations, including IIN verification and data accuracy checks.
- Generated monthly reports on complaint trends and operational performance to inform decision-making.
- Coordinate with internal teams and stakeholders to address operational and technical issues efficiently.
- Ensured adherence to SLAs, maintaining high customer and partner satisfaction through effective issue resolution.
Associate IT Operations
Synechron Technologies
06.2018 - 04.2019
Technical Support Engineer
Clover Infotech
02.2017 - 12.2017
Technical Support Executive
Enterprise Software Solution Lab
11.2013 - 02.2017
Education
MCA -
Mumbai University
B. SC. IT -
Mumbai University
HSC -
Maharashtra Board
SSC -
Maharashtra Board
Skills
- L2 support
- Application support
- Troubleshooting
- Log analysis and diagnosis
- Root cause analysis
- SQL and CRM
- Monitoring
- Change management
- ITIL Process
- Data export
- Report and ppt
- Vendor coordination
- Problem Solving
- Analysis thinking
- Team player
Disclaimer
I hereby declare that the above-mentioned information is true to my knowledge and beliefs.
Personal Information
- Husband's Name: Himanshu P. Chauhan
- Date of Birth: 10/15/92
- Gender: Female
- Marital Status: Married
Languages
English
Upper Intermediate
B2
Hindi
Advanced
C1
Gujarati
Proficient
C2
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteSalary Range
₹80000/yr - ₹200000/yrTimeline
Support Analyst
Indusind bank Pvt ltd.
04.2022 - Current
Technical Support Engineer – Bank Operation
Clover info tech Pvt ltd.
04.2019 - 04.2022
Associate IT Operations
Synechron Technologies
06.2018 - 04.2019
Technical Support Engineer
Clover Infotech
02.2017 - 12.2017
Technical Support Executive
Enterprise Software Solution Lab
11.2013 - 02.2017
MCA -
Mumbai University
B. SC. IT -
Mumbai University
HSC -
Maharashtra Board
SSC -
Maharashtra Board