• Mentored the product support team and ensured support coverage.• Provided responses to the clients in accordance with SLA.• Coordinated among the Product support and the Development team to ensure bug management and incident resolution process.• Made sure the team performs all the prerequisites required for the troubleshooting on the AWS environment.• Troubleshooting included replicating issues on the UAT and Prod environments.• Conducted software testing of the new releases and the service packs.• Reviewed and provided feedback on technical documents written by Product support analysts.• Tracked and ensured closure of calls assigned to the offshore/onshore team.• Maintained weekly and monthly dashboard reports for the team members.• Ensured appropriate knowledge levels within the team via cross-training, documentation or learning materials.• Carried out miscellaneous tasks as directed by the Management.

• Lead team members to effectively complete tasks assigned.• Made sure the team complies with customer-agreed SLAs.• Used appropriate escalation procedures whenever necessary.• Diagnosed and resolved technical issues of the Public Safety Solutions for all UK police forces.• Maintained multiple windows server environments to mimic customer versions in order to replicate the reported issues.• Troubleshooting included replicating issues on the UAT environment and testing the service packs, patches on various application versions.• Resolved issues related to the SQL databases by running the DML statements on UAT as well as production environments.• Created bugs on Jira tool and coordinated with the internal QA and development teams for all aspects of issues related to the defects.• Provided ratings and feedback for the team members on their appraisal meets.• Conducted interviews for the new hiring as per the project requirement.• Provided application overview presentations to the new joiners in the organization.

• Lead the team in setting up go live of Exchange Archiving product for new clients.• Conducted kick-off meetings with every new client to review expectations and to create a written project implementation plan.• Made sure the team performs all the prerequisites like adding a service account on the active directory, providing security permissions and adding roles and features prior to the installation.• Monitored every step of the implementation process and project progress.• Provided on-going service support and troubleshooting for our existing clients using SQL queries, verifying the application services and network connectivity.• Coordinated with the client and internal development teams for all aspects of issues related to bugs and hotfixes.• Created and maintained virtualized environment on VMware for replicating issues and testing the service packs, hotfixes, and patches.• Worked closely with the product development team in discussing client feedback, post-implementation reviews.

• Diagnosed and resolved technical issues of the EEHR (Enterprise Electronic Health Record) solutions for enterprises/hospitals.• Eliminated 80% of manual checks for support team, using SQL queries.• Created knowledge base articles, private/public which decreased SLA breaches by 30%.• Improved the customer service by getting a new global ETL application-monitoring platform implemented.• Created an inspiring team environment with an open communication culture.• Provided leadership to offshore tech teams via training and analyzing business requirements.

• Provided technical assistance after verifying the support contract validity.• Coordinated with the client to renew or extend the contract following internal contract renewal protocols.• Provided end-to-end (Phone/Email) technical support for storage technologies by Iron Mountain data backup and recovery.• Discovered training requirements and provided coaching.• Demonstrated methodical, detail-oriented and thorough approach to resolve issues.• Recovered and retrieved data for clients.• Filed innovations and technical documents.• Liaised with developers and coders on a regular basis to resolve faults and bugs.