At Anaplan, I provide technical support for customers, triage cases in ServiceNow within SLA targets, and investigate integration failures and API issues using logs and Grafana dashboards.
I escalate complex defects to Engineering through Jira with reproduction steps, logs, and impact details. I also create and maintain troubleshooting guides and knowledge articles in Confluence.
At ECHO India, I provided L1/L2 SaaS module support, troubleshooting REST APIs and workflow misconfigurations. I achieved 85% First Call Resolution and 30% faster resolution times, and reduced repeat tickets by 25% through user education.
I worked with Engineering and QA on root cause analysis and permanent product fixes, and built an internal knowledge base, SOPs, and troubleshooting guides. I also built a data automation pipeline integrating CRM, AI enrichment, an interactive dashboard, and a chatbot.
