Sharanabasappa Wali

Experience

1. Manager, Product Support Engineer

   Epsilon

   Aug 2016 — Present · Bangalore, IN

   Oversee service deliverability, stakeholder engagement, and overall client operations to ensure seamless service execution- Lead onboarding of support projects by defining the Level of Effort (LOE) during pre-production implementation phases- Champion solution excellence initiatives through collaboration with client services, leadership, and technical teams- Provide leadership to Support Engineers for Email Marketing Products and Custom Solutions during APAC/EMEA hours; serve as the escalation point during system outages and complex issue triaging- Establish and promote best practices for critical support functions to consistently meet or exceed SLA and KPI targets- Identify and drive improvements in support processes to enhance efficiency, reliability, and service quality- Mentor, coach, and train team members on both technical and functional aspects of the platform- Monitor platform health using enterprise-grade third-party tools to ensure optimal performance- Create insightful dashboards and reports for executive leadership using advanced data analytics tools- Automate build and deployment pipelines through the Azure DevOps suite to streamline delivery processes- Develop custom ELK watcher scripts to implement tailored alerting and monitoring solutions for clients- Perform advanced network diagnostics using tools such as TCP capture, ping, host, dig, and nslookup- Plan and coordinate release schedules and ongoing system maintenance activities- Manage team operations including shift scheduling, conflict resolution, and overall team performance- Lead talent initiatives encompassing hiring, onboarding, training, goal setting, and performance evaluation.

Skills

• Ssis
• Javascript
• Iis
• Asp.net
• Microsoft Sql Server
• Unix
• Html
• Xml
• C#
• .net
• C
• Ibm Unica