Varada P
Senior Technical Support Engineer
Abu Dhabi
Summary
Highly motivated Technical Support Engineer with over 4 years of experience in diagnosing, troubleshooting, and resolving technical issues across diverse systems and software platforms. Proficient in Python, SQL, log analysis, and deployment, with a strong aptitude for understanding and explaining technical details to non-technical users. Adept at delivering exceptional customer service, ensuring a seamless user experience, and maintaining high client satisfaction levels. Experienced in working within Agile and Scrum frameworks, actively participating in sprint planning, daily stand-ups, and retrospectives to enhance team collaboration and project delivery.
Overview
4
4
years of professional experience
2021
2021
years of post-secondary education
Work History
Senior Client Technical Support Engineer
Fiserv India Pvt Ltd
06.2024 - 04.2025
- Providing Level 2 technical support for Online Banking, Mobile Banking, and Card Management products, ensuring timely resolution of escalated incidents and inquiries within SLAs.
- Collaborating with development teams to identify and resolve bugs.
- Managing IIS, server-level certificates, and raising change requests as needed.
- Actively participating in Major Incident Management bridge calls, coordinating with cross-functional teams for swift issue resolution.
- Handling on-call support to ensure seamless operations and minimal service disruptions
Technical Support Engineer [Contract]
Dexian Pvt Ltd
08.2023 - 04.2024
- Client : Amazon
- Collaborated with cross-functional teams for recurring technical problems. Conducted root cause analysis of technical issues and implemented preventive measures for future occurrences.
- Assisted in the development of new support tools. Reduced the ticket count in the ticket pool by 75% within a span of 8 months. Delivered training sessions to partner teams.
- Developed comprehensive troubleshooting guides for improving team knowledge and performance.
- Maintained CI/CD pipelines using AWS for automated deployments
Production Support Engineer
Tata Consultancy Services
01.2021 - 08.2023
- Clients : Unicredit Bank, British Telecom
- Identifying and resolving production Issues and providing timely support to end users.
- Active incident and problem management process, working closely with different teams to investigate root cause, implement prevention measures and ensure seamless user experience.
- Finding data related issues using SQL Developer. Debugging the issues using logs.
- Handling deployment and performing sanity tests.
Education
Bachelor of Technology - Computer Science
College of Engineering Muttathara
Trivandrum, KLSkills
Python
Other
Awards: Shining Star of the Month [Fiserv], Best Team Award [TCS]
Languages: English, Malayalam, Hindi
Passport: U7051016
Nationality: Indian
Timeline
Senior Client Technical Support Engineer
Fiserv India Pvt Ltd
06.2024 - 04.2025
Technical Support Engineer [Contract]
Dexian Pvt Ltd
08.2023 - 04.2024
Production Support Engineer
Tata Consultancy Services
01.2021 - 08.2023
Bachelor of Technology - Computer Science
College of Engineering Muttathara
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