At Acuver Consulting Private Limited, I managed the incident lifecycle for enterprise retail clients using JIRA, investigating and resolving service requests while maintaining 95%+ SLA compliance for critical P1/P2 incidents.
I supported clients through email and ticketing, sharing clear updates and step-by-step troubleshooting. I also performed root-cause analysis and coordinated cross-functional escalations for recurring issues.
I maintained support logs, standard operating procedures, and knowledge base articles. I also created resolution templates that reduced average handling time for common user issues.
I have a B.E. in Computer Science & Engineering and credentials in business analysis and Java full-stack development. I’m equipped for remote support work and have experience with JIRA, basic SQL, MS Office, and Google Workspace.
