PRODUCT SUPPORT ENGINEER
Inspire-Tech Pvt Ltd
Total years of experience :16 years, 5 Months
Provide technical assistance and guidance to meet customer requirements and a smooth transition from sales to deployment and after-sales support
• Working on Incident Support and providing end to end support to all clientele and providing a solution as per defined SLA.
• Knowledge of Infra level Applications and Infrastructure level server stack and roles.
• Working on Mobile Applications which are integrated with current SMS Applications that we support day to day.
• Incident level analysis and support as per defined SLA
• Interface between the user, business and the developer to identify different scenarios and create the necessary documentation for supporting tools like EasiSMS (SMS Middleware Solution)
• Create internal design configuration documentation including network diagrams with technical explanations
• Work on IIS Application Server and MS SQL database for EasiSMS
• Work closely with the product teams to provide feedback on issues, manage feature requests and ensure a smooth transition from sales to deployment
• Define user stories, quality attributes, external interfaces, constraints and other non-functional requirement (User Requirements)
• Translate business requirement to product backlog
• Support in the technical development for bespoke solutions as part of a design and development frame work
• Prepare and/or Review product releases and installers for customers
• Provide accurate and timely management information, to include - activity reports, bid reviews, project forecasts, KPI’s
• Quality Assurance and Testing
• Identify key trends from customer concerns to recommend product support improvements
• Capture, prioritize and design features in each product sprints
• Gather technical requirements and create test cases and test scripts to ensure quality performance
• Gather non-technical requirements and create test cases and test scripts (i.e. front-end testing, user experience, pre-UAT)
• Perform on-site product installations and configurations
• Support and incident management
• Manage product support portal & prioritize bugs
• Respond to and follow through incident requests and tickets in a timely and proactive manner
• Work with the development team to communicate defects and provide details related to the steps associated with each defect
• Diagnose and troubleshoot product questions and issues for internal and external customers
• Attend and handle customer enquiries, issues, complaints and feedback
• Provide product support to partners
• Develop and deliver training on solutions and provide product support to channel partners and internal stakeholders
Accountable for
• Providing IT Support to multinational clients like ICICI, SBI foreign offices, RBL, IndusInd.
• Ensuring proactive methods to find issues
• Working with major banking clients and their infrastructure to monitor the performance of banking applications by collecting performance level KPIs for the application layer and the host server.
• Provide L-1 / L-3 technical support and monitor day to day Customer incidents reported in form of
Tickets and Emails and strives to meet availability and Mean Time to Recovery (MTTR) objectives
• Proficiently managing the First Line support team for banking clients and ensure smooth operation of day to day business.
• Deriving the root cause and recommend actions for permanent fixes and workarounds
• Perform best IT Support practices and training needs and helping major banking clients troubleshoot the Infrastructure performance and to understand the Application Performance behavior with our Application Performance Monitoring tool (Appsone)
• Creating and reviewing functional specification and design documents.
• Respond to Incident, telephone calls, emails, and personnel requests for support in a timely and courteous manner
• Working with major clients like Infosys to deploy Appsone tool in line with their Finacle Assure line of products.
• Researching, monitoring, tracking and testing content and user interface of online products
• Developing a deep understanding and supporting our customers and partners about the usage of Appnomic products.
• Assisting with IT procurement and audit on quality and cost control
• Providing pre-sales technical assistance and product education, and after-sales support services related to IT infrastructure
• Install and configure Application Server Apache Tomcat and Webserver Apache Httpd services, install the same on different operating systems based on client requirement.
• Install MySQL database and install the basic tables before running the python scripts to install the product-based MySQL tables
• Maintain the MySQL database tables and understand the size each table occupies on host server
• Truncate MySQL database tables to preserve Host server size and run MySQL dumps and restore data on MySQL database
• Run and write SQL queries on MySQL database
• Run and write SQL queries on Oracle databases and write commands to create alter and modify SQL tables
• Maintain the oracle database size by running purging scripts to purge sql table data.
• Connecting different applications onto LDAP protocols.
• Providing documentation content and participate in online forum support for real-time questions from
Appnomic users
• Working in an expeditious technical environment and support a product with frequent product releases and regular maintenance updates and maintaining up to date information on the release notes before every release.
• Completing the functional testing and user acceptance testing for business applications before the release date
• Troubleshooting technical issues to establish the root cause of problems (RCA) and form a solution or workaround across a range of environments within SLA time and provide problem resolution.
• Coordinate with cross functional IT project teams including QA, UAT, Development and PM’s as
Required to successfully deliver weekly, minor and major releases to production in a timely manner
• Operational knowledge of a wide range of technologies including:
Databases:
▪ Oracle, MySQL, Cassandra, MSSQL, DB2
▪ Ability to write queries in MySQL to perform multiple operations to pull data from
Multiple tables, back up, restore.
▪ preferable: Install, Uninstall and maintenance of the database.
Application/Web Servers
▪ Apache, Oracle/IBM HTTP Servers, Tomcat, IBM WebSphere, Oracle WebLogic,
Resin, JBoss etc.
▪ Understanding an overview of the Application Installation and Uninstallation process and support of IT applications.
• Providing enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Monitor all incidents/issues until the application services return to normalcy.
• Production support for VMware and windows OS platforms.
• Reproducing customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation
• Assist the Field Team with deployment of new releases and sustaining technology for internal and external customers.
• Maintaining the UAT test environment for Product Support team
• Creating support tools and building a knowledge base of product issues
• Providing clear & constructive product feedback to Product Management / Solutions teams based on customer requirements
• Review Application architecture and associated business and IT Operations workflows for
Incidents and new feature requests.
• Excellent exposure to workflow automation tools while working as a user to a LANDesk / Service Desk / JIRA / etc.
• Tracking support tickets and Oversee JIRA tickets (Epics/ Stories/ Tasks) for support related stories or tasks and review it with adequate information. Track progress on Scrum board/Kanban board.
• Reviewing of shell scripts used for process automation
• Analyze IT Infrastructure level Business applications for troubleshooting environmental issues.
• Responsible for Knowledge Management on the Confluence tool provided by Atlassian
• Pro-actively deploying and supporting IT services and packages for clients to improve our service revenue
Maintaining e-commerce IBM Sterling environment for all users
• Looked after WebSphere Application Server and IBM Sterling Commerce
• Configuring WebSphere Integration Resources including JDBC Connection Pools, MS Queues & MQ Objects within the WebSphere Application Environment
• Creating & deploying stability and enhancement for Sterling environments in UAT & production
• Implementing & configuring multiple stores for ship from store functionality in IBM Sterling
• Working on WebSphere & AIX environment for troubleshooting problems with IBM via support
PMRs
• Manage warehouse operations on a daily basis.
• Performed regular CCB meetings along with stakeholders to ensure proper decision-making and execution on priority basis
• Coordinated with Infrastructure & Operations Team for high availability environment
• Undertook activities related to production build and deployments for IBM Sterling commerce architecture
Handled activities related to installation & configuration of:
• Splunk and Dynatrace for e-commerce development projects involving Sterling Commerce and
WebSphere Application Server
• Looking after 3rd party integration for shipping labels of IBM Sterling OMS with Loftware Labeling on windows server platform for different layers of infrastructure involved around IBM Sterling Commerce and provided support to distribution centers
• Conducted Sterling health check for peak season readiness
Highlights:
• Played a key role in installing & maintaining DEV, UAT, production environment for Sterling IBM Commerce 9.2 and WebSphere Application Server 6.1/8.5
• Distinction of handling activities related to installation & configuration of Sterling OMS
• Essayed a stellar role in ensuring administration of Windows Systems and AIX Systems which helped in improving performance and productive environment
Accountable for
• Providing Networking, hardware and Software technical solution on Desktops, Servers and laptops and in Networking (LAN, WAN and Wireless)
• Configuring Active Directory services and administering User Accounts, Groups in ADS.
• Installation and configuring Windows
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courses: Accountable for • Teaching the Programming languages such as C++, Game Programming using Game Core Software and Classes like Build your own computer in different places including University of Houston, Clear Lake, University of Houston-Cinco Ranch, TX & Honor Roll School, Sugarland, TX, etc.
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