NIKHIL KUMAR DUBEY

Senior Support Engineer(Data)

: https://www.linkedin.com/in/nikhilkumardubey/

About Me

  • As a Senior Support Engineer in a support role with 5 years of experience, I specialize in maintaining and optimizing production systems to ensure their smooth operation. I possess strong troubleshooting skills, adept at diagnosing and resolving complex issues under pressure. I adhere strictly to SLA requirements and ITIL guidelines, leveraging ServiceNow as the primary ticketing tool to manage incidents and service requests effectively. My role involves proactive monitoring, performance tuning, and implementing preventive measures to minimize downtime. Additionally, I have a proven track record of enhancing existing processes to streamline workflows.

Work Experience

Senior Support Engineer(Data)
- LTI Mindtree
  • 24/7 Production Support: Delivered round-the-clock support for a pharmaceutical client’s demand planning systems, ensuring uninterrupted service and timely issue resolution.
  • Customer Communication: Managed effective communication with customers, providing clear and concise updates on issue status and resolution progress.
  • Troubleshooting Expertise: Utilized strong troubleshooting skills to identify, diagnose, and resolve technical issues swiftly, minimizing impact on operations.
  • SLA Adherence: Strictly adhered to Service Level Agreements (SLAs), ensuring that support and resolution times met or exceeded agreed-upon targets.
  • PowerShell Automation: Developed and implemented PowerShell scripts to automate daily tasks and improve processes, significantly reducing manual overhead and enhancing overall efficiency.
May 2023 - Present
Navi Mumbai
Support Engineer(Data)
- LTI Mindtree
  • Round-the-Clock Production Support: Provided continuous support for production systems, ensuring operational stability.
  • Windows Administration: Played a key role in server migration from on-premises to AWS Cloud, managing Windows administration tasks.
  • Script Updates: Updated Informatica Unix scripts to align with changing business requirements.
  • Job Monitoring: Monitored daily jobs using Control-M, promptly troubleshooting and resolving any issues that occurred.
  • Documentation: Created and maintained change and flow documents, ensuring thorough and accurate process documentation.
May 2021 - May 2023
Navi Mumbai
Software Enginner
- LTI Mindtree
  • Support for Intelex Application: Provided support for the Intelex in-house application, ensuring smooth and efficient operation for the Life Sciences project.
  • Global User Collaboration: Collaborated with users across US, EMEA, and APAC regions to resolve queries and issues, delivering excellent customer service and technical support 24/7.
  • Workflow Enhancement: Worked closely with team members to enhance workflows and improve overall team performance.
  • System Maintenance: Contributed to maintaining system stability and implementing necessary updates.
  • Database Issue Resolution: Analyzed, troubleshot, and resolved database-related issues and bugs.
Sep 2020 - May 2021
Navi Mumbai
Graduate Engineer Trainee (I)
- LTI Mindtree
  • Intelex Application Support: Provided support for the Intelex in-house application, ensuring smooth and efficient operation for the Life Sciences project.
  • Global User Collaboration: Collaborated with users across US, EMEA, and APAC to resolve queries and issues, delivering excellent customer service and technical support 24/7.
  • Workflow Enhancement: Worked closely with team members to enhance workflows and improve overall team performance.
  • System Stability: Contributed to maintaining system stability and implementing updates as necessary.
  • Database Issue Resolution: Analyzed, troubleshot, and resolved database-related issues and bugs.
Sep 2019 - Sep 2020
Navi Mumbai

Education

Bachelor of Engineering
Jun 2015 - July 2019
Savitribai Phule Pune University