Saravanan B L

• Serves as the primary point of contact for escalated technical issues from L2 and L3 support and customers, ensuring prompt and effective resolution
• Apply deep technical knowledge of our products, systems, and technologies to address customer inquiries and provide solutions. Continuously update and expand technical skills through self-learning, training programs, and hands-on experience
• Analyze log management tools such as Rapid7, New Relic, SigNoz, SPOG and error messages to identify patterns, trends, and potential root causes of technical issues. Utilize log analysis tools and techniques to diagnose and troubleshoot system anomalies and performance issues
• Worked with Inbound and Outbound Product APIs(REST and SOAP) to resolve complex issues and use cases without involving the development and product team for providing faster resolution. Posses experience using Postman, SOAP UI environments
• Utilize database querying and management tools (e.g., SQL) to investigate and troubleshoot database-related issues. Perform data analysis and manipulation tasks to identify and resolve data inconsistencies or corruption
• Document troubleshooting procedures, solutions, and best practices in the knowledge base for internal and external use. Share knowledge and insights with colleagues to enhance team expertise and effectiveness
• Identify opportunities for product improvement or enhancement based on recurring technical issues, customer feedback, and industry trends. Collaborate with product management and development teams to prioritize and implement solutions

Learning and Development:

• Log Management Tools - Worked on various Logging tools (Rapid7, New Relic, SigNoz, SPOG) using Controller Messages and appropriate Identifiers to troubleshoot leveraging the log data.
• DataBase - Used internal DB to fetch required data utilizing complex SQL Queries.
• Data Weave - Used Data Weave to Parse the data that was shared from the customer and identify any issue with the parsing code.
• AWS/Cyberduck - Used AWS and Cyberduck platforms to pull the files shared from the customer end and troubleshoot using those further.
• FRS - Worked on the FourKitesᵀᴹ Reporting Software (middleware to enable data transaction between databases) to fetch data from Customer Databases. Formulated SQL Queries to fetch targeted data and upload the Data to FTP Server using Automation.
• EDI Parser - Built EDI Parsers using Python codes to parse the data from EDI files and convert the data into user-readable JSON format for easier troubleshooting.