Prashant Tiwari
Experienced Product Support Engineer | Incident Management | Escalation Management | Problem Solving Skills | Ticketing Management | Team Management | Customer Support | Operations
- Role
- Experienced Product Support Engineer - Profile Gatway & Vkyc Vs at IDfy
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Prashant Tiwari
As a Specialist in Product Support & Client Delivery at McLaren Strategic Solutions…
Experience
Experienced Product Support Engineer - Profile Gatway & Vkyc Vs
Feb 2024 — Present
Roles & Responsibilities- Working as an experienced Product Support Engineer under the VS POD, responsible for analyzing and debugging production issues, ensuring fixes within defined SLAs- Analyze bugs using Kibana logs, Network logs, Webhook logs, and dashboards like Metabase, Insights, UAM, Client Portal, Operator Dashboard, and Reviewer Dashboard (RD). Prioritize incident tickets based on severity (Low/Normal/High/Urgent)- Provide detailed RCA reports post bug-fixing, including data points such as Problem Statement, Analysis, Temporary Fix, Permanent Fix, and Next Steps which articulate the issue clearly to give the client a comprehensive understanding- Implement packages using \'Workflow Manager\' and \'Insomnia\' as per client requirements. Also, Update or modify existing packages as requested by clients- After creating or updating packages, test them on demo accounts and coordinate with CSMs to test on their end before deploying changes to production- Create and configure Organizational Units based on client requirements. Also, Execute SQL queries to analyze and modify historical data, particularly for older VKYC video calls, upon client approval- Use the \'No Machine\' tool to perform end-to-end VKYC call analysis, focusing on stream video analysis and combined video quality- Analyze end-to-end network logs of agents and customers to identify the root cause of VKYC call issues. Review metrics such as customer/agent upload/download RTT graphs, audio and video quality graphs, bandwidth, and packet loss to pinpoint the culprit- Monitor daily \'P0\' alerts, taking immediate actions to address and resolve issues proactively, preventing escalation to client incidents- Utilize \'Freshdesk\' as the incident management tool for handling bugs, queries, and incident tracking- Key Focus Areas as a experienced Product Support Engineer are Root Cause Analysis,Automation of Routine Tasks,Preventive Maintenance & Knowledge Sharing.
Education
ARMIET College
Bachelor of Engineering - BE, Information Technology
2012 — 2016
Ramniranjan Jhunjhunwala College (Autonomous)
HSC, Science and Technology
2011 — 2012
University of Mumbai
S.S.C., General Studies
2009 — 2010
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