Organization: Valtech Software Pvt. Ltd. Bangalore.
Designation: Software Engineer & Incident Management
Duration: May 2020 to Present
Job Responsibilities:
- Monitoring Alerts of all Critical and other Environment (Events, Dockers, Applications /
API, CPU Usage)
- Managing the complete access management part for the Organization and as well as
Clients.
- Working on all incident, PR, SR Tickets and Route tickets to best resolver support group in case out of scope.
- Chairing, Bridging War Room or Conference Call (Bridge Call) either in meeting room
(as per availability / feasibility) or via Microsoft Teams/Web-ex for Blocker and Critical issues (P2) involving all relevant stakeholder (Resolver team and customer / reporter if needed).
- Communication to be rolled out to all Stakeholders for P2 and High potential impacting tickets. P2 Outage - Process Flow.
- Adherence to ITIL Incident and Major Incident best practices Framework.
(Checklist) Incident Management process.
- Follow up end to end with requester / user of ticket until closure for Jira, SAP and
ServiceNow.
- Taking care of Major Incident Management (Outages), RCA and PRB management.
- Maintaining the complete process of Schedule / Planned Maintenance Activity and sometime taking care of Major outages also.
- Customer / User follow up as and when required.
- Drive Continuous Service Improvement planning to process, support functions and Tech solutions.
Ticketing tools: Service now, SAP and Jira.
2. Organization: JDA Software Pvt. Ltd. Bangalore.
Designation: Incident management & Technical consultant
Duration: Aug 2019 to May 2020
Job Responsibilities:
Ticketing tools: Service now, sales force
3. Organization: Moody’s Analytics
Designation: Change Manager & Application Engineer
Duration: Aug 2018 to Aug 2019
Job Responsibilities:
- Outstanding experience of managing projects and associate change management.
- Manage the entire change request and incident throughout organization.
- Responsible in managing the Application, Services request, Change request, Incidents, User management
- Handling and maintaining the web applications throughout the organization like HR system, Iplan, Amazon hosted eLearning system, PMS, security tracker, MRT, Transporting booking and HRIS.
- External vendor applications coordinating with Vendor in case of a critical issue, Activity and changes in application
- Work in a team to complete all testing activities in a test environment.
- Monitor application and respond to user queries
- Resolving the Helpdesk issue as per priority.
- Maintain daily / monthly backups
Ticketing Tools: Zoho Desk, Service now, Jira Service Desk.
4. Organization: Sequential Technologies International.
Designation: Application Support (Cloud and Technical support)
Duration: Sep 2017 to Aug 2018
Job Responsibilities:
- Hands-on experience working with ticketing tools and SLA governed environment and L1 and L2 basic and intermediate level troubleshooting
- Understanding customer issues on Nab and Media that are stored on the cloud.
- Resolving the Cloud issues using Cloud computing tools – Fusion one, RPG tools, Stat User, Admin tools, SalesForce, CSG and Sis portal.
- Ingest Monitoring: The Monitoring had done On DCs and Checking the Data That has been ingested into respective DCs and Sent the report to the Respective Teams.
- Making Hourly reports using Net flow and Zabbix.
- Supporting Bell Canada, Bell Aliant sudden link platform.
- Users log a ticket through the ticketing tool time users will be contacted through email or call as per the priority
- Monitored and supervised various internal IT support functions.
Ticketing tools: Jira Service Desk, Verizon, iCloud
Monitoring tools: Zabbix, Netflow, Scrutinizer
5. Organization: Neilson India Pvt. Ltd. Bangalore.
Designation: Desktop Support (Technical support)
Duration: Sep 2015 to Nov 2016
Job Responsibilities:
- Installing, Configuring & Troubleshooting LAN, Printers and Scanners & all types of electronics devices.
- Responsible for resolving a technical problem with desktop computing systems and software.
- Responsible for installing and configuring windows7and 10, MS Outlook and other applications.
- Installation of Operating Systems, Windows update and all we are using SCCM tool, Drivers, Software’s, Antivirus software, Scanner and Printers.
- Installing, Configuring and securing Wireless LAN. Configuring MS Outlook on Employees and Troubleshooting of email-related queries at Employees.
- Take care of Hardware/Software as per the Organizational Needs.
- Attending the work of service maintenance and troubleshooting of computer Hardware
- Maintaining daily updates reports.
- Responsible for maintaining user security accounts.
Working Knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint.
