At Accenture Solutions Pvt. Ltd., I provided L2 application and product support for SaaS applications, managing customer incidents and service requests while maintaining 95%+ SLA compliance.
I worked directly with US and UK customers, investigating application and integration issues using SQL, REST APIs, application logs, JSON, and data validation. I supported implementation activities, including configuration validation, UAT, and production readiness checks.
I coordinated with Product, Engineering, and QA to resolve issues, manage escalations, and explain technical solutions to customers. I also contributed to root-cause analysis, knowledge-base documentation, and troubleshooting procedures, and received the Accenture Extra Mile Award – FY25 Q3.
