Mischel Cyriac Mathew

• Remote work based in Dublin providing technical support and assistance to enterprise-level customers using One Identity software solutions.
• Serve as the primary point of contact for customer inquiries, troubleshooting, and issue resolution.
• Analyze and diagnose complex technical problems, either remotely or on-site if required.
• Collaborate with cross-functional teams, including product development and engineering, to identify and resolve customer issues effectively.
• Maintain accurate documentation of customer interactions, technical solutions, and troubleshooting steps
• Proactively identify patterns or trends in customer inquiries and provide feedback to improve product functionality and user experience.
• Contribute to knowledge base articles, FAQs, and user guides to assist customers in self-service troubleshooting.
• Stay up-to-date with product enhancements, new features, and industry trends through continuous learning and training initiatives.
• Demonstrating proficiency in various technical areas such as Identity and access management (IAM) concepts, Active Directory, LDAP, and SSO technologies, SQL databases, network protocols, and security fundamentals.

• Provide Level 2 & 3 support of ERP software for in-house and external clients across Europe and 24x7 out of hours support to in-house clients on a rota basis with support team.
• Maintain healthy relationship with clients to ensure that their issues or queries are in safe hands.
• Training and technical support to junior members of the team for any queries.
• Research, diagnose and replicate bugs logged, add fixes to GitHub

and release changes to UAT and Live environment.

• Manage incoming support queries and escalations logged in JIRA and ensure solutions are delivered within the SLA's (Service Level Agreement)
• Create and modify SQL Stored procedure and views, develop and

modify code on VB.Net and C# as part of bug fixes or minor CRs.

• Create scripts and batches to monitor and improve any

performance issues in the database.

• Worked on individual projects for client database server migration, Webservices Integration and EDI transmissions of data between ERP system and 3rd party clients or external customer software(s).

• Part of an Agile team and attended daily scrum meetings.
• Worked with a team of developers to deliver projects on time to user's expectations.
• Designed and Implemented database for various financial applications using SSMS to build tables and develop stored procedure
• Developed financial reports using MS Reporting services with SQL data
• Developed code based on QA specifications and requirements in VB. Net for front-end users daily operations to run various overnight jobs within the bank and error tracking.