Suhas Hegde Email and Phone Number

• Tracking and upholding advancements in departmental Key Performance Indicators (KPIs)• Directing Product Development responses and delivering resolutions to Development Escalations• Cultivating a collaborative atmosphere that inspires a highly driven group working to accomplish mutual objectives• Overseeing India-based technical support squads to efficiently tackle technical and application challenges on a system level, as raised by clients and stakeholders• Ensuring compliance with proprietary tools, regulatory norms, and organizational policies• Achieving essential benchmarks, such as budgetary targets, staff performance, and client contentment, while securing high intraday ticket resolution rates• Orchestrating all-encompassing project execution, fulfilling both internal and external goals, including cost projections, risk mitigation, scope, timeframes, resource management, quality, change administration, SLA, and OLA adjustments• Delivering added value, optimizing capacity, and perpetually refining processes and productivity• Providing post-launch, application maintenance, and enhancement backing to clients while confirming all solutions are scalable, extensible, and structurally robust• Administering client support ticket queues for production-related concerns and facilitating production modifications• Examining and resolving application-centric issues; troubleshooting production settlement, file transfer, and reporting process complications• Offering feedback on production code functionality and cooperating with development teams in on-call incident walkthroughs to recommend platform enhancements

• Served as Application SME and Lead for five modules pertaining to the same client; functioned as SME for client applications built on Microsoft technologies• Conducted in-depth research on current non-ticket issues, executed Root Cause Analysis, and generated defects/PST accordingly• Supervised and guided a team of nine members in process enhancement, ensuring adherence to company policies, SLAs, and performance expectations• Implemented automation using C# and SQL to minimize manual monitoring intervention and reduce touchpoint efforts

• Directed a team of four members, providing mentorship, focusing on process enhancement, and ensuring the team met performance expectations while adhering to company policies and SLAs• Designed automation utilizing C# and SQL to decrease manual monitoring intervention and streamline touchpoint efforts

Application packaging, InstallShield, MSI

Responsible For Production Support Activities, Support Application development and maintenance.