Support Engineer Client Implementation

Neha Pandule

San Francisco, Bay Area LinkedIn ****.*******@*****.*** +1-408-***-****

Experienced Support Engineer with over 9+ years of experience.Skilled in supporting production applications, analyzing complex business problems, and delivering solutions to ensure optimal system performance. Adept at managing client implementation testing, performing system upgrades, and maintaining high availability in 24x7 environments. Committed to protecting data integrity and ensuring compliance with audit requirements. SKILLS & OTHER

● Databases Used: Oracle, SQL, MySQL (10g,11g,12c), Postgresql

● Scripting Languages: UNIX Shell

● Scheduling Mechanisms: AutoSys, Batch, Control-M

● Operating Systems: Linux, Windows, Mac

● Methodologies: Agile, Waterfall

● Backup Systems & Disaster Recovery: Experience in DR functional drills, failovers

● Tools: Control-M, SVN, Putty, SNOW (BMC-Remedy Tool), Temenos, Oracle SQL developer, Tectia, Quality center, HP ALM, SDSS, SPLUNK, EMA Tool, Asset Control, Moogsoft, AppDynamics, ITSM, JIRA,ServiceNow, Bloomberg Terminal, Git/Github,MQ,Grafana,Confluence

● Seeburger Tools: BIS Monitoring, Frontend

● Protocols: SFTP, FTP, AS2, HTTP

● Finance Domain Knowledge: Understanding of SWIFT formats and other finance-related data exchange standards

● Monitoring Tools: Experience with various application and network monitoring tools

● Issue Tracking: Familiar with JIRA, ServiceNow, and other issue tracking systems Experience -

R Systems Inc [Support Engineer] [Jan 2024 - Present]

● Analyze complex business problems and recommend solutions for production application issues and system optimizations.

● Support application upgrades, patches, and configuration setups per audit controls and company policy.

● Manage client implementation testing and certifications for both new and existing clients, ensuring successful integration into the application ecosystem.

● Monitor production systems, perform daily maintenance tasks, and implement system monitoring tools for rapid issue identification and resolution.

● Provide on-call support in a high-volume, 24x7 environment to address system outages and performance degradations.

● Collaborate on system monitoring and ensure SLA compliance by validating and reporting monthly measurements.

● Maintain documentation of operational processes, client-specific diagrams, and other critical client support information for audit compliance.

Key Achievements:

● Spearheaded a system upgrade that reduced downtime by 20%.

● Streamlined the client implementation testing process, improving overall certification efficiency.

● Led Disaster Recovery drills, ensuring preparedness and improving system recovery times. Company : Wipro Technologies [August 2016 - June 2022] Client : Credit Suisse

Designation: L2/L3 Production Support Engineer

● SME for the client onboarding and account opening systems providing support to teams in all 3 regions

(APAC,EMEA and AMER). Experiences in data analysis for solving customer issues.

● Analyzing the issues and resolving the same, proposing a workaround to maintain business continuity and ensuring minimum business downtime. Identifying the critical issues and taking prompt and effective actions spontaneously.

● Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

● Providing the end user communication for critical issues like service delays/disruption with ETA’s.

● Discuss with users and prioritize the issues (tickets)or enhancement for quarterly application releases.Provide support during User Acceptance Testing to Development team.

● Providing weekly and monthly incident trend reports to client managers and other development managers.

● Conducting weekly incident/problem management calls with the development team. Engage in PRC calls with the development team.

● Assisted with system troubleshooting, implemented fixes, and ensured optimal performance.

● Managed ticketing system to document issues, escalate when necessary, and maintain a knowledge base for future reference.

● Supported multiple application environments and worked with cross-functional teams to resolve technical issues.

● Supported end-users by providing expert-level L2/L3 assistance in handling Seeburger platform operations.

● Assist in the creation, review, and approval of change requests.

● Ensure that changes are properly documented and communicated to all relevant stakeholders.

● Participate in change advisory board (CAB) meetings to discuss and evaluate change requests.

● Provide technical support and guidance to end-users via email, phone, or in-person.

● Conduct training sessions for users on how to effectively use the ServiceNow platform and other IT systems.

● Develop and maintain user manuals and training materials.

● Generate and analyze reports on ticketing system performance, including metrics on ticket resolution times, user satisfaction, and system usage.

● Solid understanding of financial markets and products like Equities, Fixed Income,Mkt,Pfd.

● Involved with the bloomberg team and S&P, thomson Reuters for data analysis and data investigations and data analysis.

● Identify trends and areas for improvement based on report data.

● Provide insights and recommendations to IT leadership for enhancing support processes.

● Communicate workarounds to be followed to L1 and L2 till the issue / work order gets completely resolved.

● Raising issues to the development team and working with them closely for permanent fixes through calls.

● Working with the development team for testing enhancement,fixes in the test environment and releasing them in the production environment after satisfying results and signoff from business and all relevant support teams.

● Providing release management support as a primary release manager for contact center and voice technology,tracking projects from entry into the release through deployment.

● Evaluate overall risk of project to the release as a whole, evaluate and cross reference application impact to uncover any unexpected overlaps with other processes and encourage communication between projects and stakeholders.

● Verify there is agreement between the line of business and testers that all the items are ready to deploy

● Collect, validate and publish deployment tasks for my area prior to deployment activity.

● Monitor the deployment to report any issues that may occur due to the deployment

● Provide daily operational support to end users for administration access,profiles and passwords,resulting in a satisfied internal customer base.

● Worked with financial institutions on SWIFT message format-related issues, ensuring proper mapping and compliance with payment protocols.

System Monitoring Implementation

● Developed and implemented system monitoring tools, improving performance tracking and incident response times by 30%.

Key Achievements

● Successfully resolved a major Seeburger-related production incident within 24 hours, ensuring no disruption to client services.

● Developed and optimized business processes that reduced data processing time by 15%. Disaster Recovery Initiative

● Played a key role in executing annual Disaster Recovery tests, ensuring systems were fully compliant with business continuity standards.

● On-call availability for high-volume environments

● Experienced in working with real-time payment systems and applications

● Strong commitment to ensuring data security and confidentiality compliance Company : Wipro Technologies [June 2012 - August 2016] Client : Credit Suisse

Designation: Senior Software Engineer

Responsibilities:

● Developed a highly functional application named Bloomberg Proxy which was a mediator for a large set of clients which used Bloomberg data for their research and analysis systems and reduced the recurring fees to fetch data from the Bloomberg data provider.

● Supported financial clients by providing support on SWIFT message format-related issues, ensuring proper mapping and compliance with payment protocols.

● Improved functionalities and pipeline integration by designing and implementing cross-platform frameworks.

● Ensured tight cooperation with other engineers, designers, and artists through active listening, systematic communication, and leadership skills.

● Fixed bugs and problems across the entire application in an efficient and timely manner.

● Managed all aspects of both front-end and back-end development, including testing, analysis, deployment, quality assurance and automation.

● Documentation skills in preparing business requirement documents and functional specifications.

● Responsible for downstream jobs and answerable to further teams handling those jobs. Preparing test cases, release notes and SDLC documents, release calendars, and QC. Fixing bugs and processes that failed in the production environment.

● Responsible for verifying code standards and accuracy developed by different team members.

● Coordinating with the user's business client and third-party vendors to provide the best solution for production issues.

● Excellent logical analytical and debugging skills possess high working qualities with good interpersonal skills, highly motivated, fast learner,good team player and very proactive in problem solving with providing best solutions.

EDUCATION

● Masters of Science (Software Engineering) from Birla Institute of Technology and Science, Pilani India in 2016

● Bachelor in Computer Science from Pune University, India in 2012

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