Rajkumar Ghiya

As a Product Operations Support Specialist, I provide technical support to users in over 50 countries and use data to identify pain points, improve processes, and create new metrics. I have led projects to reduce bug resolution times and increase customer satisfaction by 40%. I coordinate with product managers to investigate opportunities for product improvement, and have honed my skills in Product Operations, Product Management, Big Query, Jira, and Confluence.

Provide Tier 2 business process and application support in an effort to bring resolution to internal and external customers/users problems. Support different internal banking application Informatica as an ETL tool and DB2 as database source. Work on autosys failure job alert of a different internal banking application, ensure jobs are running within SLA. Proactively work on user raised tickets and provide rapid response to incidents and escalated user queries.

Provided access to new users in production for different processes. Provided end user support and responsible for troubleshooting different suspended jobs. Monitored, managed and provided reporting of critical incident status, escalations, issues, etc. Raised problem task to app dev team with complete details and impact. Effectively communicated with Kofax for complex technical issues with KTA, such as product management/configuration.