Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Sandeep Kumar Khandelwal

San Ramon,CA

Summary

Results-driven Senior Support Engineer with over two decades of experience in production support, specializing in leading and mentoring global support teams while managing high-stakes escalations. Demonstrated expertise in enhancing support processes that drive operational efficiency and deliver exceptional customer experiences through strategic collaboration with engineering and product teams. Proficient in a wide array of technologies, including Bitbucket Cloud, Git, CI/CD pipelines, AWS, Docker, Kubernetes, scripting, Python, and SaaS. A strong commitment to optimizing workflows ensures seamless product delivery and support, consistently striving for excellence in every aspect of service.

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Senior Support Engineer/Support Lead

Atlassian Inc.
03.2019 - Current
  • Bitbucket Cloud is a leading Git-based source code hosting platform that provides robust version control capabilities and an integrated CI/CD pipeline to help teams automate build, test, and deployment workflows.
  • Lead and mentor a global team of Senior Support Engineers and Support Engineers across AMER, EMEA, and APAC, driving operational excellence and customer success.
  • Partner with Product Management, Service Enablement, and Engineering to ensure new features are thoroughly tested, fully supportable, and backed by a robust escalation process prior to release.
  • Manage technical escalations for Atlassian’s Cloud version control products, applying expertise in Git, Python, Docker, AWS, and SaaS to diagnose, debug, and resolve complex customer issues.
  • Drive root cause analysis and validation efforts to ensure permanent fixes and prevent recurrence.
  • Create and maintain knowledge base articles and technical documentation, reducing repeat incidents and empowering customers to self-serve.
  • Streamline supports workflows to improve case resolution times and operational efficiency.
  • Foster strong cross-functional relationships to communicate customer needs and urgency to development and product teams.
  • Conduct case reviews and trend analysis to identify improvement areas, define action plans, and coach engineers toward becoming highly skilled support professionals.
  • Establish best practices and process improvements to enhance user experience and support team performance (CSAT, NPS, WHL etc).
  • Oversee multiple strategic initiatives simultaneously, ensuring alignment with business and customer goals.
  • Serve as a subject matter expert across Atlassian’s Cloud version control technologies.
  • Project: Bitbucket Cloud Support
  • Domain: Git - Code Version Repository and CI/CD Pipeline
  • Team Size: 40
  • Technical Environment: Docker, Python, AWS, Splunk, Kubernetes, Bitbucket, Bitbucket CI/CD Pipeline

Delivery Manager

Persistent Systems Inc.
10.2013 - 02.2019
  • Wells Fargo’s Global Branch Expansion initiative aimed to position the bank as the preferred provider of international banking services for middle-market commercial customers. By expanding into strategic global markets both developed and emerging, the program sought to deliver a consistent and competitive portfolio of products, including credit, foreign exchange, trade services, and treasury management. The Global Application Middleware Service (GAMS) served as a standardized integration layer, enabling both batch and real-time connectivity between multiple Wells Fargo systems and banking products.
  • Collaborated with core branch technology and business teams to define batch interface and integration layer requirements, ensuring alignment with enterprise architecture.
  • Designed and implemented Informatica ETL mappings to meet functional and technical specifications for complex data integration needs.
  • Authored and reviewed Functional Specifications, Design Specifications, Data Maps, System Interface documents, and Business Requirement documents.
  • Delivered bug fixes and enhancements for issues identified in test and production environments, ensuring system stability and reliability.
  • Developed and executed automation scripts for the Data Integration suite, improving efficiency and reducing manual workload.
  • Created and ran unit test scripts for both new features and existing components, maintaining high quality standards.
  • Conducted ETL solution testing and established module-level test strategies to validate performance and accuracy.
  • Supported regular test cycles, production deployments, and ongoing operations, ensuring minimal downtime.
  • Led and mentored a team of Persistent engineers, providing technical guidance, code reviews, and knowledge sharing to enhance team capability.
  • Project: GAMS (Global Application Middleware Services)
  • Client: Wells Fargo Bank
  • Domain: Finance
  • Team Size: 25
  • Technical Environment: Shell Scripting, Autosys, Informatica PowerCenter Server, Client, Windows, Solaris, SVN code repository, Oracle, SQL Server databases, Quality Center defect database

Senior Computer Programmer Analyst

Persistent Systems Inc.
07.2010 - 02.2012
  • Migrated Wachovia Wholesale accounts to Wells Fargo by consolidating data from multiple source systems, applying business rules for transformation, and generating target files for loading into various Wells Fargo platforms.
  • Designed and developed shell scripts and Autosys jobs to automate wholesale account migration on Unix and Windows platforms.
  • Built Informatica ETL mappings for source file loading and ensured adherence to performance tuning standards.
  • Coordinated with source, target, development, and QA teams to ensure accurate data, timely code delivery, and smooth migrations.
  • Executed migration steps manually and via automation, logging and tracking defects throughout the process.
  • Project: DMD (Data Migration Delivery)
  • Client: Wells Fargo Bank
  • Domain: Finance
  • Team Size: 15
  • Technical Environment: Shell Scripting, Autosys, Informatica PowerCenter Server, Client, Windows, Solaris, CVS code repository, Oracle, SQL Server databases, Quality Center defect database

Module Lead

Persistent Systems Inc.
05.2006 - 06.2010
  • Developed and maintained Informatica PowerExchange connectors for Oracle E-Business Suite, SAS, Netezza, Greenplum, Hyperion Essbase, and JDE World, enabling seamless ETL between diverse data sources. Enabled users to import system tables/views as sources or targets in Informatica mappings and apply business logic for data extraction and loading.
  • Developed and reviewed SOWs, design/functional specifications, and unit test cases.
  • Implemented connectors using PowerCenter IDP and native SDKs, followed by certification across multiple UNIX platforms and Informatica PowerCenter versions.
  • Performed defect resolution, supported QA in test planning/reviews, and participated in defect triage.
  • Provided customer updates and addressed support queries.
  • Project: Informatica PowerExchange Connectors for Informatica PowerCenter
  • Client: Informatica, The Bridgers
  • Domain: BI and Analytics, Data warehousing
  • Team Size: 25
  • Technical Environment: C++, SAS language, Informatica PowerCenter Client, Informatica PowerCenter Server, Informatica PowerCenter IDP, Oracle E-Business Suite, Base SAS, Netezza, Hyperion Essbase, JDE World, Greenplum, PostgreSQL C/C++ API, ODBC API, Windows, Unix (Linux, Solaris, AIX, HPUX-IA, HPUX-PARISC), CVS and SVN code repositories, Oracle, SQL Server, PostgreSQL, and Greenplum databases Mantis and Bugzilla defect databases

Software Engineer

Persistent Systems Inc.
06.2004 - 04.2006
  • Designed and developed a test framework and test cases for Voltage IBE SDK APIs, enabling customers to identify and resolve major and minor defects effectively.
  • Developed and reviewed SOW, design, functional specifications, and unit test cases.
  • Implemented and automated testing frameworks and test cases, including porting to UNIX.
  • Performed defect fixing, participated in defect triage, and collaborated with QA on test plans and reviews.
  • Provided customer updates and resolved support queries.
  • Project: Voltage IBE (Identity Based Encryption) SDK
  • Client: Voltage
  • Domain: Security
  • Team Size: 2
  • Technical Environment: C, Voltage IBE SDK, Windows, Linux, Solaris, SVN code repository, Mantis and Bugzilla defect database

Education

Master of Science - Data Science

Indiana University
Bloomington, IN
01.2019

Master of Science - Computer Science

Indore Professional Studies Center
Indore, India
01.2004

MBA - Business Administration And Management

Indian Institute of Management
Ranchi, India
07-2024

No Degree - Computer Science

University of California, Berkeley Extenion
Berkeley, CA
02-2023

Bachelor of Science - Maths

Agra College
Agra, India
01.2000

Skills

  • Virtualization technologies
  • Infrastructure monitoring
  • Advanced troubleshooting
  • Configuration management

Accomplishments

  • Achieved high NPS through effectively helping with Analysis of the customer issues and addressing them working with SET and Engineering team.
  • Resolved and Documented Customer CI/CD issues which led to self-serve the customer in future cases.
  • Mentored team of 20+ staff members.
  • Collaborated with SET, Engineering and Design team in improving Usability, increasing supportability that helped to reduce customer friction

Certification

  • KCNA: Kubernetes and Cloud Native Associate - The Linux Foundation
  • CKAD: Certified Kubernetes Application Developer - The Linux Foundation
  • AWS Certified AI Practitioner - Amazon Web Services (AWS)
  • AWS Certified Cloud Practitioner - Amazon Web Services (AWS)
  • Cloud Digital Leader Certification - Google
  • Microsoft Certified: Azure Fundamentals - Microsoft
  • HashiCorp Certified: Terraform Associate - Hashicorp



Timeline

Senior Support Engineer/Support Lead

Atlassian Inc.
03.2019 - Current

Delivery Manager

Persistent Systems Inc.
10.2013 - 02.2019

Senior Computer Programmer Analyst

Persistent Systems Inc.
07.2010 - 02.2012

Module Lead

Persistent Systems Inc.
05.2006 - 06.2010

Software Engineer

Persistent Systems Inc.
06.2004 - 04.2006

Master of Science - Data Science

Indiana University

Master of Science - Computer Science

Indore Professional Studies Center

MBA - Business Administration And Management

Indian Institute of Management

No Degree - Computer Science

University of California, Berkeley Extenion

Bachelor of Science - Maths

Agra College

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