Tanusmita Dalal
Toronto,ON
Summary
Quality driven Technical Lead with a proven track record in performance optimization and customer satisfaction, achieving a 95% rating. Expert in project leadership and stakeholder management, I excel in mentoring teams and implementing automation methods to enhance operational efficiency. Committed to delivering exceptional support experiences and driving continuous improvement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Technical Lead
HCL Technologies
06.2021 - Current
- Continuously updated personal technical expertise to stay current with industry advancements and best practices.
- Created detailed reports on team performance, presenting findings to senior management for strategic decision-making processes.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Provide 24/7 production support for cloud-hosted applications and services
- Monitor and troubleshoot AWS services like s3, Redshift, RDS, EC2, Glue, CloudFormation etc.
- Experience with AWS CDK development using TypeScript or Python.
- Collaborate with development, QA, and operations teams to resolve incidents, identify root causes, and implement preventive measures.
- Develop and maintain IaC (Infrastructure as Code) using AWS CDK.
- Implement logging, monitoring, and alerting solutions using CloudWatch, Grafana, Splunk, Dynatrace
- Perform routine maintenance tasks such as backups, patching, and resource optimization.
- Experience with containerization and orchestration (Docker, Kubernetes, ECS, or EKS). Proficiency in using monitoring/logging tools and handling real-time incident response.
- Participate in incident response, post-mortems, and change management processes.
- Write and maintain documentation for systems, processes, and runbooks.
- Provide 24/7 production support for cloud-hosted applications and services
- Monitor and troubleshoot AWS services like s3, Redshift, RDS, EC2, Glue, CloudFormation etc.
- Experience with AWS CDK development using TypeScript or Python.
- Collaborate with development, QA, and operations teams to resolve incidents, identify root causes, and implement preventive measures.
- Develop and maintain IaC (Infrastructure as Code) using AWS CDK.
- Implement logging, monitoring, and alerting solutions using CloudWatch, Prometheus, Grafana, ELK, or Datadog.
- Perform routine maintenance tasks such as backups, patching, and resource optimization.
- Experience with containerization and orchestration (Docker, Kubernetes, ECS, or EKS). Proficiency in using monitoring/logging tools and handling real-time incident response.
- Participate in incident response, post-mortems, and change management processes.
- Write and maintain documentation for systems, processes, and runbooks.
- Ensure compliance and security best practices are followed across all cloud resources.
- Ensure compliance and security best practices are followed across all cloud resources.
- Identified patterns in customer feedback data; implemented corrective actions which improved NPS scores significantly over time.
- Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Established strong relationships with clients through excellent communication skills and timely issue resolution.
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
- Improved first-call resolution rates with thorough troubleshooting techniques and extensive product knowledge.
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
- Collaborated with product development teams for timely identification of bugs and software improvements, contributing to overall product quality enhancement.
- Championed customer-centric initiatives that focused on delivering exceptional support experiences tailored to individual needs.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Facilitated cross-departmental communication, fostering a collaborative environment to solve complex problems.
- Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
- Led migration projects from legacy systems to modern platforms, minimizing downtime while ensuring seamless transitions for customers' businesses operations.
- Served as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Analyzed and developed service goals for in-bound call center.
- Increased customer satisfaction ratings to 95%.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Performed the Deployment activities according to the release on the platform.
- Performed AIS activities (DR activity, checking of builds details) for every release.
- Change management activities like raising new CRs, identifying the risks of other component CR and accordingly providing the approvals.
Technical Lead
Virtusa Consulting Services
06.2015 - 09.2020
- Led migration projects from legacy systems to modern platforms, minimizing downtime while ensuring seamless transitions for customers' businesses operations.
- Increased customer satisfaction ratings to 95%.
- Continuously updated personal technical expertise to stay current with industry advancements and best practices.
- Created detailed reports on team performance, presenting findings to senior management for strategic decision-making processes.
- Developed comprehensive training materials to ensure new hires were properly equipped for success in their roles.
- Identified patterns in customer feedback data; implemented corrective actions which improved NPS scores significantly over time.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Established strong relationships with clients through excellent communication skills and timely issue resolution.
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
- Collaborated with product development teams for timely identification of bugs and software improvements, contributing to overall product quality enhancement.
- Championed customer-centric initiatives that focused on delivering exceptional support experiences tailored to individual needs.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
- Facilitated cross-departmental communication, fostering a collaborative environment to solve complex problems.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
- Performed the Deployment activities according to the release on the platform.
- Performed AIS activities (DR activity, checking of builds details) for every release.
Application Support Engineer
Tech Mahindra
08.2012 - 05.2015
- Worked closely with developers to provide feedback on application designs based on user requirements.
- Addressed technical issues and guided end users through resolution.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Supported software integration and implemented maintenance enhancements.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Delivered high-quality application updates using agile methodologies to ensure continuous improvement.
- Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
- Participated in product development discussions, providing valuable input on application design and functionality improvements.
- Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
- Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
- Improved application performance through optimization of flow processes.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
- Mentored junior engineers, fostering a collaborative environment that promoted professional growth.
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
- Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
- Optimized system functionality with thorough testing and validation of application changes.
- Developed comprehensive documentation for various applications, facilitating seamless knowledge transfer among team members.
- Streamlined processes, improving overall efficiency through the implementation of automation tools.
- Communicated with clients to define business objectives and present individualized solutions.
- Contributed to continuous improvement and quality assurance tasks.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Bachelor of Technology - Information Technology
West Bengal University of Technology
05-2011
Skills
- Business analysis
- Performance optimization
- Stakeholder management
- Continuous deployment
- Project leadership
- Issue troubleshooting
- Coaching and mentoring
- Customer relationship management
- Task delegation
- Documentation and reporting
- Project management
- Cloud computing
- Automation methods
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Reliability
- Customer satisfaction
- Interpersonal skills
- Task prioritization
- Team building
Accomplishments
- Collaborated with team of 50+ in the development of StateStreet Application Reliability Operations Project.
- Achieved automated health check with accuracy and efficiency.
- Documented and resolved critical issues.
- Supervised team of 50+ staff members.
Languages
English
Full Professional
Certification
- AWS Certified Cloud Practitioner
Interests
- I enjoy sketching and drawing as well as crafting and DIY projects, which helps improve my creativity and attention to detail
- Swimming helps me to stay calm and relax myself
- Growing herbs, vegetables, or fruits in home gardens
- Cake Decorating
Timeline
Senior Technical Lead
HCL Technologies
06.2021 - Current
Technical Lead
Virtusa Consulting Services
06.2015 - 09.2020
Application Support Engineer
Tech Mahindra
08.2012 - 05.2015
Bachelor of Technology - Information Technology
West Bengal University of Technology
Extra Miller
·Won ‘Extra Miller’ award for showcasing strong problem solving, analytical abilities and extending beyond my stated role to meet overall team objectives.
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