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Pranali More

@pranalimore1

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Technical Support Engineer at Cimpress who managed P1/P2 incidents and investigated e-commerce platform issues.

India

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What I'm looking for

I'm seeking Technical Support, Application Support, Production Support or L2 Support opportunities.

At Cimpress, I managed end-to-end responses to P1/P2 production incidents in a 24×7 support environment across APAC, NADM and EMEA. I coordinated teams to restore services within SLA timelines and shared incident updates through Jira Service Desk.

I conducted root cause and impact analysis, led problem management activities, and contributed to continuous service improvement and audit compliance. I also investigated e-commerce platform issues involving product availability, pricing, checkout, payments and campaigns.

At Magna Infotech, I supported Reliance Retail POS and Microsoft Dynamics AX applications used across retail stores. I troubleshot production issues with SQL-based techniques, prepared root cause analysis reports, and communicated with stakeholders during incident resolution and deployments.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Cimpress

Oct 2021 - Nov 2024 (3 years 1 month)

Managed end-to-end major incident response for P1/P2 production incidents in a 24×7 support environment across APAC, NADM and EMEA regions. Coordinated cross-functional teams to restore services within SLA timelines and conducted root cause analysis and post-incident reviews.

Major Incident Management Incident Management Problem Management Root Cause Analysis Impact Analysis SLA Management ITIL Jira Service Desk SQL Oracle SQL Microsoft Dynamics AX Solarwinds Postman API AWS Foundations Stakeholder Communication Cross functional Coordination

Application Support Engineer

Magna Infotech

Jan 2020 - Oct 2021 (1 year 9 months)

Provided application support for Reliance Retail POS and Microsoft Dynamics AX applications used across retail stores. Troubleshot production issues using SQL-based techniques and collaborated with L2 teams and developers to resolve defects and support enhancements.