Swapnil Mali
@swapnilmali
Senior Technical Support Engineer resolving production issues for TIBCO EBX and cutting incident response times.
IndiaWhat I'm looking for
I currently work as a Senior Technical Support Engineer in production and application support, handling L2–L3 technical escalations for the TIBCO EBX platform. At ENCORA, I’ve served as an SME, supporting clients and teams on configuration, data models, workflows, permissions, and integrations, and coordinating with development to drive permanent fixes.
Before that, at CPG CLOUD SOFTWARE GROUP, I delivered end-to-end EBX support with a focus on high availability, performance, stability, SLA compliance, and root-cause analysis. I’ve also built knowledge base content—80+ articles at ENCORA and 25% fewer escalations after training 20+ support staff—and contributed to operations support and SQL troubleshooting at CAPGEMINI.
Experience
Work history, roles, and key accomplishments
Senior Support Engineer
Encora
Jul 2024 - Present (2 years)
Served as Subject-Matter Expert for TIBCO EBX product, providing guidance to clients and support teams. Led root cause analysis and coordinated with development teams to drive permanent fixes and performance improvements.
Product Support Engineer
Cloud Software Group
Jul 2022 - Jul 2024 (2 years)
Delivered end-to-end technical support for TIBCO EBX, ensuring high availability and SLA compliance. Diagnosed and resolved complex issues related to configuration, workflows, and data models.
Senior Software Analyst
Capgemini
Nov 2020 - Jul 2022 (1 year 8 months)
Contributed to operations support of the CORAIL module, a supply chain management solution. Worked as an application developer and support engineer, handling both software development and technical support activities.
Education
Degrees, certifications, and relevant coursework
Savitribai Phule Pune University
Bachelor of Engineering, Engineering
2016 - 2020
Bachelor of Engineering degree from Savitribai Phule Pune University from 2016 to 2020.
Availability
Location
IndiaAuthorized to work in
Job categories
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