• Assign escalations among various escalation engineers based on knowledge level, work load, severity of issue etc.• Review all Code changes going into production release, initiated both by R&D and Sustaining Engineering for correctness, usability and customer exposure before they can be checked in.• Transfer knowledge through training and documenting to bring new engineers up to speed• Responsible for mentoring and training of new escalation engineers• Lead Sustaining and code refactoring and provide guidance in a consulting role to other sustaining engineers to ensure proper design.• Involved in delivering multiple high priority projects/patches on, before time to improve customer confidence in our product.• Represented the Sustaining Engineering team on multiple high profile additional business opportunities to ensure sales.• Work on escalations, customer problems and issue patches as needed• Directly working with customers with difficult problems or critical/big accounts• Work with support engineers as needed to help them quickly solve problems as well as better understand the products.• Research, design and implement special projects and help engineering team with design issues as and when needed• Involved in maintaining a large part of the Backup Express code and writing fixes and enhancing the code as and when needed.• Created sequence diagrams showing the data and message flow during various data protection tasks to be used as a means of training new Escalation engineers as well as for ease of debugging.• Worked on escalations, patches and mini refactoring projects involving Backup Express’ Netapp Ontap support, Snapshotting and Instant Availability technologies.• Worked on designing and implemented enhanced logging that would lead to easy internationalization of Backup Express logs.

• Designed an all new method of backing up Novell Netware data on Backup Express. This made Backup Express the only product to be fully cluster aware and backup GroupWise data on Netware.• Involved in the design, development and testing of a logs collection utility that automatically collects logs from all the nodes involved in any Backup Express job.• Designed and Developed features in Backup Express to support DB2 and Sybase Database backups.• Involved in designing and testing a means of network error recovery into Backup Express modules.• Involved in choosing a Web server and setting up a cab file based architecture to deploy files needed by our Web based GUI on GUI client machines• Involved in packaging and code signing our Web based GUI for easy deployment.• Involved in discussions to design and decide on new features to be added to the product.• Designed, developed and tested various new features for each release of Syncsort backup Express product• Created a Niche market for our product by developing support for Netware Clusters and Linux OES. This is still a big source of continuing income for the company• Designed, developed and implemented an SMTP based mail transfer method to send logs of Backup Express jobs to the administrator and other people of the enterprise who need them.• Worked on documenting changes in Microsoft Windows 2000 Operating System and how Backup Express can support them• Involved in developing support for various 64 bit platforms as well as large file support in Backup Express