Satyendra Pratap Vishwakarma
Software Support & Implementation Leader | TechOps & ITIL Expert | Driving Service Excellence & Business Continuity
- Role
- Software Development Manager at Ecom Express Limited
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Satyendra Pratap Vishwakarma
Results-driven Software Support & Implementation Manager with a proven track record of leading high-performing teams, optimizing system performance, and ensuring seamless service delivery in logistics, fintech, banking, and IT services. Adept at driving 24/7 mission-critical operations, enhancing SLA compliance, and implementing ITIL best practices to improve operational efficiency. Process Optimization: Spearheaded initiatives that improved service quality by 40% and boosted CSAT scores. Incident & Problem Management: Reduced MTTR by 40% by implementing proactive monitoring and automated workflows. Technical Expertise: Skilled in SQL, APIs, Kafka, Kibana, Grafana, Splunk, and AppDynamics for performance monitoring and troubleshooting. Collaboration & Leadership: Managed cross-functional teams, ensuring alignment with business goals and compliance with global standards. Automation & Innovation: Led process automation using Python & Unix scripting, reducing manual efforts by 50%.Passionate about driving service excellence, enabling seamless technology operations, and mentoring teams to elevate business success.
Experience
Software Development Manager
Aug 2023 — Present · Gurugram, IN
Leading 24/7 production support operations, ensuring smooth functioning of mission-critical logistics applications.Improved SLA compliance by 30% and enhanced customer satisfaction through optimized support workflows.Spearheaded automation initiatives, reducing manual efforts by 50% using Python & Unix scripting.Implemented ITIL-based incident, problem, and change management, driving process efficiency and service stability.Proactively monitored and troubleshot system performance using REST APIs, SQL, Kafka, Kibana, Grafana, and AppDynamics.Collaborating with cross-functional teams—including Product, SRE, Engineering, and Customer Success—to resolve escalations and enhance service delivery.Ensuring compliance with SOPs, security policies, and best practices, reducing operational risks.
Education
Savitribai Phule Pune University
Bachelor of Commerce (B.Com.), Accounting and Business/Management
2005 — 2007
Savitribai Phule Pune University
Master in Computer Managment, Computer/Information Technology Administration and Management
2008 — 2011
Skills
- Ticketing Tools
- Sdlc
- Microsoft Excel
- Oracle
- Requirements Analysis
- Java
- Testing
- Microsoft Sql Server
- Itil Certified
- Tableau
- Ssrs
- Informatica
- Sql
- Databases
- Javascript
- Ssis
- Team Management
- Pl/Sql
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