• Analysed priority issues in collaboration with cross-functional teams, delivering impactful solutions through .NET code or database changes to enhance client satisfaction at advanced support levels.• Conducted comprehensive Root Cause Analyses (RCA) for complex L3 level issues (over 32 cases handled) across multiple regions, providing effective resolutions to reduce incident inflow and improve overall system performance.• Leveraged subject matter expertise to lead (Team Lead) and mentor a team of 5 junior software engineers, fostering their professional development. Implemented effective inflow management strategies to improve incident resolution rate by up to 40%, driving significant improvement in productivity and customer satisfaction.• Built strong stakeholder relationships by consistently delivering effective solutions across EMEA, APAC, and LATAM regions, and providing exceptional customer service, earning the trust and confidence of key stakeholders globally.

• Provided technical support and managed business-level data within the insurance project vertical, collaborating with cross-functional teams to optimize DB2 stored procedures and C# Visual Studio code to solve complex business problems.• Spearheaded the standardization of daily activities and problem-solving techniques, creating comprehensive Standard Operating Procedures (SOPs) and Knowledge Transfer (KT) sessions that leveraged platforms like JIRA, ServiceNow, and SharePoint, resulting in improved team efficiency and customer satisfaction.• Addressed and resolved a high volume of daily incidents, providing detailed reports to senior management that highlighted specific challenges and the implemented solutions, while also authoring SOPs that led to a notable weekly reduction in lower-priority incidents.• Demonstrated exceptional technical skills, including strong GitHub proficiency for approving and pushing database and code-level changes, as well as the effective utilization of specialized applications (e.g., SoapUI, Putty) to analyse data and provide impactful solutions for clients.