Senior Software Engineer
Kore
Total years of experience :10 years, 8 Months
Working on Kore Messaging and Bots platform
Resolving issues of customers on Kore Artificial Intelligence.
Working on ticketing tools like Zendesk and Jira.
Checking the AWS logs for analysis.
Helping customers on a creation of Bots.
Creating Knowledge base documents for futures usages.
Working on Facebook workplace integrated with Kore Artificial Intelligence Bots.
Working on chat bots of Kore and Kore Bot Builder Tool.
Supporting customers by joining technical calls for all global locations.
Raising enhancement requests and creating user stories of the customer for product improvement.
Worked on different PlanOn modules like, Facility Management, Real Estate Management, Asset Management, PlanOn Self-service, Building Management and Integrated Workspace Management (IWMS).
Worked as a Consultant for specific Clients for their Business Requirements by attending the status calls and replicating the scenarios by Data Mapping and Data inserting.
Worked on both Java Client, Web Client and PlanOn Self Service Web Forms.
Taking ownership of all issues related to PlanON ERP and providing the resolution for the same with in SLA.
As part of the Implementation, worked on Real Estate Software, like Work Order Management and Catering Management.
Good knowledge on basic functionalities of PlanON application and the back-end configurations using FeildDefiner.
Having good knowledge on TSI-Manager to configure the changes on available TSI’s in the application.
Worked on all tabs which are available in PlanON LaunchCenter.
Having good knowledge on Selection Levels and Selection Steps.
Worked on AutoCad related issues with Development across the globe for the Global Customers.
Good knowledge on PlanON Self Service (PSS), in related to PSS Formsand customization and their Implementations.
Attending Health Check Calls with Clients for the Patch Release Information and setting up the Expectations.
Business Consulting for Clients to maintain a Stable Production Environment.
Provide weekly phone and ticket metrics to upper management by running reports via PICS Reporting and Ticketing system.
Analyze metrics/statistics to identify issues or trends and address accordingly.
Escalate Incidents and Service Requests when needed.
Visited all over Europe for Implementation and Support Projects.
Worked as both Technical and Functional consultant for the Global Customers of PlanOn.
Provided L1 and L2 support for PlanOn ERP.
Worked as a Admin for PMFS Cloud and done Configurations and Installations.
Monitoring the Incidents queue and providing the resolution under defined SLA’s.
Interacting with multiple teams globally for the concrete resolution of the issues
Creating meaningful documentation and KB Articles for the end user support and SME’s reference.
Supporting 24*7 production and more than 5 web applications.
Application Maintenance and support of java/j2EE based web applications.
Handling L1 and L2 issues.
Perform production deployment activities and configuration changes on need.
Install & configure J2EE Middleware Application Environment.
Perform Root Cause troubleshooting / analysis of J2EE Middleware Application issues.
Ensure data accuracy, reports, delivery timelines and analysis.
Incident Management and problem Management activities.
Daily monitoring of the application servers & the incident queues.
Environment setups and build-outs, Code / package migration for deployment (jobs, reports).
Data-related issues (dealing with error-out rows, failed reports - notifying appropriate team).
Perform data fixes to fix resolve problem where needed.
Code / package deployment, Post-migration activities, Server log analysis, Backup & restore, platform (tool) admin & maintenance.
Automated Monitoring of jobs/report runs, schedule verifications.
Part of support team member during releases, Implementations.
Performing migrations among environment such as dev-qa, qa-prod, etc.
Discussing the day to day problems occurring in production with our developers and other teams such as UNIX ops at daily production call.
Handle Day to Day operational issues faced by the application users and providing to them resolutions as per SLA.
Troubleshoot Application server related issues in Tomcat, JBoss & Websphere.
Taking responsibility for owning a problem and finding a resolution of it.
Troubleshoot application related issues and identify the root cause of issues.
Supporting product related queries, answering queries on application issues and resolving other user management issues.
Track all the issues and their RCA in knowledge base.
Participate in a variety of meetings and status calls including project meetings, troubleshooting calls.
Investigating on the tickets and the requests submitted by L1/L2, developers and Users.
Supporting 24*7 production and more than 5 web applications.
Application Maintenance and support of java/j2EE based web applications.
Handling L1 and L2 issues.
Perform production deployment activities and configuration changes on need.
Install & configure J2EE Middleware Application Environment.
Perform Root Cause troubleshooting / analysis of J2EE Middleware Application issues.
Ensure data accuracy, reports, delivery timelines and analysis.
Incident Management and problem Management activities.
Daily monitoring of the application servers & the incident queues.
Environment setups and build-outs, Code / package migration for deployment (jobs, reports).
Data-related issues (dealing with error-out rows, failed reports - notifying appropriate team).
Perform data fixes to fix resolve problem where needed.
Code / package deployment, Post-migration activities, Server log analysis, Backup & restore, platform (tool) admin & maintenance.
Automated Monitoring of jobs/report runs, schedule verifications.
Part of support team member during releases, Implementations.
Performing migrations among environment such as dev-qa, qa-prod, etc.
Discussing the day to day problems occurring in production with our developers and other teams such as UNIX ops at daily production call.
Handle Day to Day operational issues faced by the application users and providing to them resolutions as per SLA.
Troubleshoot Application server related issues in Tomcat, JBoss & Websphere.
Taking responsibility for owning a problem and finding a resolution of it.
Troubleshoot application related issues and identify the root cause of issues.
Supporting product related queries, answering queries on application issues and resolving other user management issues.
Track all the issues and their RCA in knowledge base.
Participate in a variety of meetings and status calls including project meetings, troubleshooting calls.
Investigating on the tickets and the requests submitted by L1/L2, developers and Users.
Young, energetic and result oriented B.Tech professional with 3.11 years of experience as Production Support Engineer in IT area, Persuasive communicator with relationship management skills with the ability to relate to people at any level of business and management, highly ethical, trustworthy and discreet.