• Jan 2022 - Present

• Serves as a point of contact to client & business owners and to the rest of supporting organizations. Acts as a point of contact for upper management and the customer about the service.• Conducts client meetings and service reviews.• Managing a support team that provides Level 1, 2, and 3 end to end support for a middleware solution.• Lead daily stand-up meetings and oversee support operations• Owns and maintains the Service Level Agreement• Initiates and drives service improvement plans.• Analyzes and reviews performance results against SLAs and KPIs defined to measure quality of service• Collaborates with service partners and vendors• Perform ITSM practices such as Incident Management, Problem Management, Change Management, etc.• Assists in hiring and training of newly onboarded support engineers• Regularly updates service delivery definition documents.• End to end statement of work/contract creation.• Prepares the cost estimation and budget of the project. Show less

• Mar 2020 - Jun 2022

As Middleware Support• Monitor daily processing and fix errors using database management tools Oracle SQL, PL/SQL, and Microsoft SQL Server.• Investigate issues and apply fixes through development work using data visualization tools Oracle BI and Microsoft Power BI.• Worked on reported Incidents and Service requests logged by our users• Monitor and manage data processing pipelines using Microsoft Azure Data Factory.• Executes extract, transform and load process of our weekly data load using Oracle SQL, Unix, and Informatica Cloud.As Customer Identity and Access Management Support• Monitor and support client’s login, registration and profile update functionality of their websites worldwide using Postman API and Akamai Technologies• Worked on reported Incidents and Service requests logged by our users• Extract data requests and execute changes through Python scripting• Monitor and execute automated scripts and pipelines using Microsoft Azure DevOps• Handled and implemented service improvement items Show less

Associate Software Engineer

• Mar 2018 - Nov 2019

➢ Worked under a software support team handling accounts payable under PeopleSoft Financials. ➢ Exposed to PeopleSoft tools using Oracle SQL, Application Designer, PeopleTools, PeopleCode, SQR and Application Engine. ➢ Primarily worked on service request tickets in asia pacific region. ➢ Conduct status report meetings with business clients in asia pacific region ➢ Served as an on-call support for batch related issues and problems. ➢ Application monitoring for enterprise accounts payable ➢ Has done development work such as continuous improvement and break fixes. ➢ Served as a Change management auditor to ensure that work units passed the Change management standards of the project. Show less