Pravin Bhutale
Sr.Product Support Analyst
Riyadh,01
Summary
Results-driven Senior Application Support Engineer with 8+ years of experience in optimizing payment gateway systems, ensuring high availability, and driving client success across Saudi Arabia and global markets. Expertise in SWIFT/ISO20022 standards, troubleshooting, and end-to-end payment processing. Proven track record in resolving critical outages, automating workflows, and leading cross-functional teams to deliver seamless financial solutions.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
Work History
Sr. Product Support Analyst
eMcREY Saudi Arabia
Riyadh, Riyadh Region
03.2024 - Current
- Spearheaded testing for SWIFT, IPS, SARIERTGS, GCC, and MUREX payment schemes, collaborating with QA teams to reduce post-deployment defects by 25%.
- Onboarded 10+ SADAD clients in Saudi Arabia, configuring billing services to comply with Central Bank regulations.
- Ensured 24x7 uptime for TRAX and payment HUB (SWIFT IPS, SARIERTGS) through proactive monitoring using Splunk and Nagios, resolving 90% of issues within SLA.
- Debugged Linux application issues via Bash scripting and log analysis, slashing resolution time by 30%.
- Deployed 20+ fixes/enhancements to production, improving transaction success rates by 18%.
- Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Created detailed reports on support activities, highlighting key metrics and areas for improvement.
- Analyzed product performance data to identify trends and areas for improvement.
- Streamlined customer support processes for increased efficiency and faster response times.
Application Support Engineer
FIS Solutions Pvt. Ltd.
Pune
03.2019 - 03.2024
- Delivered 24/7 support for FIS Payments Gateway (TRAX, SWIFT IPS), resolving 50+ monthly incidents and maintaining 99.9% uptime.
- Acted as SME for TRAX, reducing escalation response time by 40% through RCA processes and client training.
- Managed 10,000+ daily IRFT messages (MT101/103/202), ensuring compliance with SWIFT/ISO20022 standards.
- Mentored 5+ team members in incident resolution and client management, improving team efficiency by 35%.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Led migration of TRAX to a hybrid cloud environment, enhancing scalability and reducing hosting costs by 18%.
- Communicated with clients to define business objectives and present individualized solutions.
- Streamlined ticket resolution in JIRA, reducing backlog by 50% through SLA-driven workflows.
- Participated in product development discussions, providing valuable input on application design and functionality improvements.
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
- Updated technical documentation, product specifications, and technical training materials.
- Assisted with creation of user manuals.
- Addressed technical issues and guided end users through resolution.
Customer Management Senior Associate
Capita India Pvt. Ltd.
02.2016 - 07.2019
- Coordinated 50+ product launches for UK clients, ensuring 100% on-time delivery through agile workflow management.
- Resolved 95% of customer complaints within 24 hours, boosting satisfaction scores by 30%.
- Conducted UAT for client websites, identifying and resolving 200+ bugs pre-launch.
Education
Diploma in Civil Engineering (12+3) -
AISSMS COP
Skills
Payment Technologies
Databases
SWIFT (MT101/103/202, ISO20022)
Splunk
Nagios
Victorops
Oracle
MySQL
SADAD
TRAX
MUREX Payments
undefinedTimeline
Sr. Product Support Analyst
eMcREY Saudi Arabia
03.2024 - Current
Application Support Engineer
FIS Solutions Pvt. Ltd.
03.2019 - 03.2024
Customer Management Senior Associate
Capita India Pvt. Ltd.
02.2016 - 07.2019
Diploma in Civil Engineering (12+3) -
AISSMS COP
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