Jigar Shah

Experience

• 

  MasterCom TechServices Pvt. Ltd.

  Dec 2009 - Oct 2011

  Consultant System Engineer

  • Responsible for planning and organizing database, Database creation, manage users, privileges & roles, performance tuning, restoration, user creation, patch installation etc• Responsible to resolve the query from client regarding application, within SLA limit.• Responsible for user and server manage database Backups and Recovery.• Export/ Import utility Database, Version Upgrade Activity.• Provided 24*7 Database management support for Production/UAT Oracle and Unix Application and db servers.• Created and managed Automated Task Scheduler for different application process in UNIX.• Unix Server Disk Management Activity. • Updated data in oracle database using TOAD, also using SQLyog in MYSQL and monitored replication process on Production and Stand by server.• Involved in troubleshooting database network connectivity issues by fixing listener issues, TNS entry changes and database link issues. Managed listener.ora, tnsnames.ora and sqlnet.ora files• Involved in taking back up of data in partition of Unix Application and database on weekly basis.• Monitored CPU and Memory Utilization of Unix servers and maintained various applications running on several servers and monitored all the applications and resolved errors Show less

• 

  Intertec Systems

  Oct 2011 - Dec 2012

  Technical Support Engineer

  Role / Function: Technical Support, Issue resolutionTechnologies: SQL server 2005/2008, UnixApplication: HEAT (Call Logging System) , Goldmine\i-Goldmine (CRM)Clients: Abbott, Kotak, HDFC Security, Kotak Asset Management, IFIResponsibility: Provide Technical Support, Resolve client queries / issues within SLA timelines. Installation of SQL server 2005 / 2008. Performance tuning of database for fast operation of application. Installation of Customized vanilla application as per client requirement. Prepare automated reports as per client requirement. Show less

• 

  UHDE GmbH.

  Apr 2013 - Jan 2016

  Senior Technical Support Enginee

  Role / Function: Issue resolution, User management, License management,Technologies: MS SQL – DB Backup / restore, scheduling.Application: Adobe Reader & Adobe Acrobat Pro, Free PDF XP, Engineering Application (electronic markup, Shared Review function use in EPC Company).Responsibility: Resolving issues like conversion, Document Security, Shared Process, Digital Signature, Image Processing, Print related issues etc. Database Backup/Restoration, High Availability readiness for business-oriented software’s. Create Scheduler, Auditing, Create profile, Space management activity related MSSQL. Creating Users, assign roles, looking issues related with Security and connectivity in MSSQL. License management. Report creation as per management requirement. Coordinate vendor for any issue regarding software. Show less

• 

  Rail Europe

  Feb 2016 - now

  Role / Function: Incident Management, Change management, Escalation handling, Ticket Resolution, Technologies: MS Office, SQLApplication: Euronet, ERA (B2B), Loco2(B2C), Payment applications (Ingenico, Link Plus, CyberSource) , Salesforce , JIRA , Slack, Trello, MIRO, Ip label.Responsibility: Ticket resolution, Incident/Change management are primary responsibilities. Manage multiple applications like desktop application, web application, Payment & Infra related issues.  Coordinate with cross functional teams / Managers to complete the task / issue closure. SLA management, Handling the team escalations, dealing with clients in case of any emergency. Analyze Risk, version testing and implementation (UAT, NRT testing), Rollback plan. Management reporting – Decide KPI parameters, Present overall performance, and team progress to management.  Documentation – Manage Training documents, create test cases, make sure that central repository (Wiki) is up to date Improve team efficiency and performance by implementing best practices to enhance internal processes. Conduct interviews, periodic reviews & Appraisals.  Work closely with new joiners, Instruct & train them, motivate them & make aware about work & policies. Managing the team schedule to provide 24*7 support Show less

  • Application Support Manager

    Sept 2024 - now

  • Technical Support Team Lead

    Feb 2016 - now