Arnav Dogra

Experience

• 

  Lineage Power Private Limited

  May 2020 - Jun 2020

  Telecommunications Engineer

  Operations and maintenance at telecom sites.

• 

  ION

  Feb 2021 - now

  Technical Support Engineer

  Secondline support team provides support for different Applications related to financial domain. Secondline support as BACKOFFICE team which provides supports to different application like RANSYS, XTP (Back office products), ARC (Reporting Application), Margin Module (Margining Application) etc.What We Do • Analyzing, researching, managing and resolving queries received from customers for all front office and backoffice products• Identify recurring problem areas to target with focused training and for input into development/QC• Implementation and Product customization.• Ensure escalated issues are prioritized accordingly• Prompt recording of, and ongoing management of new issues in the ION Trading internal logging system, BMC Remedy and JIRA.• Apply off cycle releases for all products• Install software upgrades for all products• Work on new implementations XTP and related components• Attending client meetings for projects and implementations• Write internal documentation for any undocumented processes• Liaising with users of our systems to remedy business or operational problems.• Communications and working relationships within the Client Services Team, across other teams and with customers.• Automating solutions to redundant and recurring issues via Bash ScriptingAreas of Expertise:-Incident management-Change management-Technical support -Application support -Process Management-Team Building and Process Training-Client query handling as per the priority level and SLA matrices Show less