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Jyoti semwal

@jyotisemwal

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I resolve critical SaaS production incidents, validate releases, and improve support operations for global clients.

India

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What I'm looking for

I'm looking to contribute in senior application support, senior product support, or lead roles where I can resolve critical production issues, support reliable releases, mentor analysts, and work with global cross-functional teams.

At EVERSANA, I serve as an escalation point for high-priority production issues across enterprise SaaS applications, managing triage, investigation, root cause analysis, UAT validation, and deployment support.

I've maintained a 99% customer satisfaction score while supporting global clients through email and Intercom chat. I also streamlined ticketing workflows to improve first-response times by 99%.

Previously, I supported client-facing publishing platforms at PageSuite, resolving about 20 tickets daily and partnering with development and QA teams on defect fixes, regression testing, production rollouts, and post-deployment checks.

My background also includes operations at EMotorad and Paytm, plus technical and functional CRM support at CPM India. I bring hands-on experience with incident management, secure data transfer, ETL procedures, Salesforce, Siebel, Jira, ServiceNow, and cross-functional release coordination.

Experience

Work history, roles, and key accomplishments

Current

L2 Product Support Analyst

Current

EVERSANA

Feb 2024 - Present (2 years 7 months)

Serve as an escalation point for high-priority production issues across enterprise SaaS applications, managing the end-to-end incident lifecycle including triage, root cause analysis, UAT validation, and deployment support. Coordinate with cross-functional teams and maintain SLA-focused communication, achieving a 99% customer satisfaction score.

Jira ServiceNow Intercom WinSCP SFTP ETL UAT Root Cause Analysis Incident Management SLA Management Escalation Management Production Deployment Data Verification Stakeholder Communication

Application Support Analyst

PageSuite

Sep 2022 - May 2023 (8 months)

Provided application and production support for client-facing publishing platforms, resolving an average of 20 tickets per day. Monitored system performance, supported QA during regression testing and production rollouts, and performed sanity checks after deployments.

Application Support Production Support Incident Management Regression Testing Sanity Checks Defect Investigation Release Coordination Configuration Management

Assistant Manager, Operations

EMotorad

Sep 2020 - Aug 2022 (1 year 11 months)

Directed day-to-day operations for a team, improving staff productivity and streamlining operational workflows. Managed incentive payouts, system data management, and used Zoho CRM and Razorpay for transaction tracking and reconciliation.

Operations Management Process Improvement Zoho CRM Razorpay Data Management Reporting Compliance

Technical Support Engineer

CPM India

Feb 2018 - Apr 2020 (2 years 2 months)

Provided technical and functional support for Siebel and Salesforce CRM systems, managing modules including leads, opportunities, service requests, accounts, and contacts. Refined ticketing processes and performed functional testing on web forms and event-registration applications.

Siebel Salesforce CRM Technical Support Ticketing Functional Testing Web Forms Workflow Management

Operations Analyst

Paytm

Jun 2015 - Dec 2017 (2 years 6 months)

Managed B2C marketplace operations and logistics fulfillment, improving on-time delivery by 99%. Collaborated with logistics partners and resolved SLA and delivery escalations during high-volume periods, while handling fraud investigation and refund escalations.