Pavan Kumar Gudluru

About Pavan Kumar Gudluru

As a motivated and skilled L2 Technical Support professional, I excel in providing efficient and effective solutions for SEEBURGER Business Integration Suite (BIS)A Level 2 (L2) Technical Support for SEEBURGER typically involves a more in-depth understanding of the SEEBURGER BIS platform and its components compared to Level 1 support. L2 engineers handle issues that cannot be resolved by the initial support level, requiring a more specialized skillset for diagnosis and resolution.Key Responsibilities often include:* Advanced Troubleshooting: Investigating and resolving complex technical issues related to SEEBURGER software, configurations, and integrations. This often involves analyzing logs, understanding system architecture, and applying deeper technical knowledge.* Incident Management: Managing and escalating incidents according to defined service level agreements (SLAs), ensuring timely communication with customers and internal teams.* Collaboration: Working closely with Level 1 support to provide guidance and knowledge sharing, as well as escalating unresolved issues to Level 3 support or development teams when necessary.* Knowledge Base Contribution: Creating and maintaining documentation, knowledge articles, and troubleshooting guides to improve support efficiency and empower users.* System Monitoring: Utilizing SEEBURGER monitoring tools to identify potential issues proactively and ensure the health and stability of the integration environment.* Basic Configuration and Maintenance: Performing basic configuration changes, applying updates or patches under guidance, and assisting with system maintenance tasks.* Communication Protocol Support: Understanding and troubleshooting issues related to various communication protocols used in B2B/EDI, such as AS2, SFTP, FTP, HTTP, etc.* Mapping and Transformation Knowledge (Basic):A basic understanding of data mapping and transformation within the SEEBURGER environment.* Strong troubleshooting and problem-solving skills.* Good understanding of the SEEBURGER BIS platform architecture and components.* Experience with system monitoring tools.* Familiarity with relevant operating systems (e.g.Linux).* Knowledge of network concepts and communication protocols.* Basic understanding of database systems (e.g, Oracle).* Excellent communication and customer service skills.* Ability to work independently and as part of a team.* Experience with support ticketing systems.* Basic knowledge of EDI standards (e.g, EDIFACT, ANSI X12) and related communication methods.

Experience

1. Technical Consultant

   Wipro

   Dec 2022 — Present · Hyderabad, IN

Education

• NRI Institute of Technology,Vijayawada

  Bachelor of Technology - BTech

  2018 — 2022