Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ravi Gupta

Stockholm,AB

Summary

Experienced Application/Technical Support Engineer with over 10 years in global enterprise environments, specializing in platform reliability, incident resolution, and end-to-end support of critical IT systems. Proven expertise in administering and troubleshooting Atlassian Jira, Confluence, HP ALM, and Azure DevOps platforms. Skilled in diagnosing complex issues, optimizing system performance, and delivering solutions that reduce downtime and enhance user experience. Supporting global users and working with cross-functional teams. Known for a structured and thoughtful problem-solving approach, excellent communication skills, and a commitment to continuous service improvement. Familiar with Agile, ITIL practices, and experienced in supporting large-scale, multi-regional users in high-demand environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Application/Technical Support | Atlassian JIRA Consultant (Team Lead)

Tata Consultancy Services Ltd.
05.2018 - Current
  • Company Overview: Working as Application/technical support engineer with Vattenfall AB supporting their IT tower.
  • Responsible for managing and maintaining 3 JIRA instances comprising over 300+ software projects and 10 JIRA Service Management (JSM) projects, 2 Confluence instances containing 150+ spaces, along with 20+ DevOps projects.
  • Supporting a user base of more than 2500 users across the organization.
  • Responsible for patch updates, server maintenance, license management and users roles and responsibilities.
  • Respond to customer inquiries and technical issues with professionalism and clarity in accordance with customer SLAs.
  • Responsible for planning and executing upgrades, migrations and patch updates for all applications.
  • Support, configure, and maintain enterprise applications and providing 2nd Level and 3rd Level support (e.g., Jira, Confluence, HP ALM, DevPlus, UFT and LoadRunner tools).
  • Experienced in Jira administration for large enterprise environments, including automation, JSM, Confluence, plugin management, and end user support.
  • Responsible for end-to-end solutions starts from project creation, implementation of complex workflows, project schemes and ensure quality delivery.
  • Respond to user-reported incidents promptly and provide effective solutions within SLA.
  • Diagnose and troubleshoot application, system, and network issues to identify root causes.
  • Identify areas for improvement and implement automation or scripting to streamline repetitive tasks.
  • Monitor alerts, review logs, and ensure system reliability and performance.
  • Performing all applications admin tasks, lead all critical tickets and troubleshoot all requests from users.
  • Configured automation rules using Automation tools and ScriptRunner to streamline processes and reduce manual intervention.
  • Analyze the existing setup and suggest and perform the clean-up activities on a timely basis.
  • Having extensive experience to work with non-technical users to analyze and implement the use cases & setup the changes according to customer's business needs.
  • Write detailed test cases, perform manual execution, log defects, re-test fixed issues and verify no new issues after each and every migration and upgrade activities and also supports users for their UAT.
  • Creation of the dashboards and reports as per the user’s request.
  • Primary contact for all support, customizations & improvement in applications for the end users.
  • Analyze and Perform the POC for various plugins, setups.
  • Worked in Agile/Scrum environments to support iterative testing and continuous delivery.
  • Develop user guides, knowledge base articles, and operational run books.
  • Train end-users and colleagues on best practices and new features.
  • Working as Application/technical support engineer with Vattenfall AB supporting their IT tower.

Application/Platform Support Engineer

Genpact Ltd.
07.2017 - 04.2018
  • Company Overview: Worked with Genpact as a Senior Software Engineer to support their client GE Healthcare from Aug 2017 to May 2018.
  • Handled one Jira instance with 60+ projects and HP ALM with 250+ projects, UFT and Rally Integration.
  • Responsible for all admin tasks such as project creation in Jira and HP ALM, work on users requests, implementation of all customizations and integration between JIRA and HP ALM.
  • Upgrade/Migration of Jira and HP ALM projects, ALM to ALM synchronization, Migration of projects from PROD to Staging, ALM scripting to enhance ALM functionalities.
  • Provide training and support to QA teams on ALM usage, test management practices, and documentation standards in a regulated environment.
  • Understand and analyses all requirements, Plan strategies and effort estimations, Write detailed test cases, perform manual execution, log defects, re-test fixed issues.
  • Maintain separate ALM environments (DEV, QA, and PROD) and manage data migration between them.
  • Monitoring health and performance optimization.
  • Worked with Genpact as a Senior Software Engineer to support their client GE Healthcare from Aug 2017 to May 2018.

Jira/HP ALM Administrator | Test Engineer

Birlasoft India Ltd.
07.2014 - 07.2017
  • Company Overview: Worked as Application (JIRA/HP ALM) support analyst and Tester with GEHC STO Tools support (Globe).
  • Responsible for HP ALM to JIRA integration for Bug management.
  • Managing all HP ALM site admin activities and new project creation in ALM.
  • Test case design, test execution and UAT coordinator for healthcare projects.
  • Work closely with developers, business analysts, and QA leads to resolve issues.
  • Defect Management, analyze trend, generate report.
  • Monitor ALM system health, user access, and server logs to ensure uptime and performance.
  • Migration of ALM projects from one instance to another and ALM to ALM synchronization.
  • Responsible for Patch updates, changes activities and performance optimization.
  • Integrate HP ALM with automation tools such as UFT for regression testing.
  • Responsible for UFT and LoadRunner Installation, troubleshoot and License Management.
  • Perform functional, regression, integration, and system testing manually.
  • Develop detailed test plans, test scenarios, and test cases based on requirements.
  • Worked as Application (JIRA/HP ALM) support analyst and Tester with GEHC STO Tools support (Globe).

Network Support Engineer

HCL Infosystem Ltd.
12.2011 - 12.2012
  • Provide hardware, software, and network problem diagnosis and resolution through telephone, email, or chat for customer users.
  • Coordinate and manage relationships with vendors and support staff to ensure timely and effective problem resolution for hardware, software, and network issues.
  • Respond promptly to telephone calls, emails, instant messages, and assigned support tickets from users.
  • Assign work orders/incidents to appropriate support teams and ensure follow-up until successful resolution or closure.
  • Diagnose and troubleshoot problems through discussions with users, including problem recognition, log analysis, research, issue isolation, and resolution.
  • Escalate complex problems to appropriate support specialists when needed to ensure timely resolution.
  • Handle daily project and production site reports, ensuring accurate documentation and status updates.
  • Escalate unresolved issues and ensure proper documentation and follow-up.
  • Plan daily tasks, distribute manpower, and manage job assignments effectively to maintain project timelines and productivity.

Education

Bachelor of Engineering - Electronics and Communication

RKDF Institute of Science and Technology
Bhopal, India
01.2011

Skills

  • Application & Platform Support: Incident & problem management, SLA adherence, troubleshooting, system monitoring, root cause analysis, performance optimization
  • Issue Tracking & Project Management: Jira Software, Jira Service Management, Confluence, Azure DevOps
  • Cloud & Infrastructure: Microsoft Azure (VMs, Storage, Networking, Active Directory), Basics of Ansible & Terraform
  • Atlassian suite, HP ALM, DevOps services administration
  • Integrations: ConnectALL, Solidify and REST API for seamless data synchronization across tools
  • Databases: Oracle, MySQL
  • QA & Testing : Manual and functional testing, defect tracking and test case management (HP ALM, Jira, Xray)
  • Technical documentation, Reporting and documentation
  • Collaboration & Documentation: Confluence, SharePoint
  • Azure DevOps, Azure Repos and Azure Wiki
  • Linux, GitHub and PowerShell
  • Automation: ScriptRunner, native Jira automation, PowerShell, REST API integrations
  • Practices: ITIL, Agile/Scrum, Change Management, User Trainings and quality delivery

Certification

  • Jira: Advanced Administration - LinkedIn Learning
  • Jira Administration: Automations - LinkedIn Learning
  • Azure Fundamentals
  • Docker Foundations Course - ScholarHat
  • Docker For intermediate level - GreatLearning

Timeline

Application/Technical Support | Atlassian JIRA Consultant (Team Lead)

Tata Consultancy Services Ltd.
05.2018 - Current

Application/Platform Support Engineer

Genpact Ltd.
07.2017 - 04.2018

Jira/HP ALM Administrator | Test Engineer

Birlasoft India Ltd.
07.2014 - 07.2017

Network Support Engineer

HCL Infosystem Ltd.
12.2011 - 12.2012

Bachelor of Engineering - Electronics and Communication

RKDF Institute of Science and Technology

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Ravi Gupta