Samarth Banaji

Experience

1. Product Support Analyst 2

   Epsilon

   Feb 2022 — Present · Bengaluru, IN

   Managing EPCM & FRMS Products with in-depth knowledge of Cloud, Oracle SQL, UNIX, Grafana, and ThousandEyes for enhanced system performance.• Drove efficient alert handling, troubleshooting, and SLA compliance, mitigating issues and contributing to smooth release days for projects EPCM & FRMS Products• Resolved technical issues, provided quick workarounds, and actively participated in system releases to ensure customer satisfaction and smooth operations.• Coordinated with global teams, participated in system releases, and managed post-go-live issues while maintaining excellent communication with clients and meeting SLA thresholds.• Skilled in REST API and Thousand Eye: Proficient in troubleshooting UI, server alerts, and database issues, ensuring smooth project operations.• Proactively communicated with clients during outages, coordinated with global teams, and API troubleshooting.• Used internal guides and in-depth product knowledge to solve Technical inquiries, integration problems, API issues, and other general challenges related to Epsilon.• Stayed current with new product features, policy changes, known issues, user feedback and regulatory developments as they related to Epsilon and its supported integrations.• Proactively identified and resolved critical issues or outages. Communicated these issues promptly to internal engineering teams and managers.• Contributed to support documentation, processes, and workflows. Used Epsilon expertise to translate complex technical concepts into clear and easy-to-understand information for customers.• Good prioritization skills, Systematic and organized approach.