Technical Manager

• Jan 2022 - Present

Assistant Customer Service Manager

• Aug 2011 - Mar 2022

• Implementing & Supporting Financial Solutions for India & International clients• Driving Technical Support & Resolution as per ITIL Industry standards globally• Providing technical assistance/SME support in the Upsell opportunities [features, components, modules, reports, services etc] as & when required• Handling SLA governance, escalation and conflict management • Managing & leading the team to address showstopper issues, delays, dependencies, risk, unusual activities/behavior• Lead/conduct meetings with internal teams & Senior Management to discuss feedback/updates/issues/bugs/resolution and keep all stakeholders on the same page• Ensure planned maintenance & DR drills happening in a smooth/seamless manner• Conduct training sessions on regular basis to transit the technical & functional knowledge• Interaction with clients on regular basis through teleconference and web meeting to understand the requirements• Coordinating Defect tracking and testing activities related to Change Requests, Tracking Development, UAT and Deployment.• Ensuring adherence of maintenance agreement while providing support• Highly experienced in Creation of batch files/logic files based on shell commands, Creation of basic C# code logic to configure and test the statistics engine, Configuration of .Net Web sites with IIS and App parameters• Round the clock tracking of Tickets and Releases (JIRA & Confluence)• Defining the backup-recovery strategies & rollback plans including application of Test cases• Upgrading the production environment to the latest product version for bug fixes and to meet client’s requirements. Show less