Application Support Engineer at AccelIT Services (2024-08 – Present)
BMC Remedy Administrator / ITSM Process role at Sun Pharmaceutical Industries Ltd.
- Customized BMC Remedy workflows, forms, and templates to align with ITIL-based incident, problem, and change management processes.
- Automated ticket routing, escalations, and notifications in BMC Remedy, reducing manual effort by 25%.
- Well-versed in ticketing tools such as ITSM, BMC Remedy, and Workforce Management (WFM).
- Strong decision-making and problem-solving skills; expert in conducting Root Cause Analysis (RCA).
- Proven ability to prioritize tasks and workloads effectively, with a consistent track record of completing assignments ahead of deadlines.
- Ensured KPI and SLA fulfillment through proactive monitoring of network surveillance and performing first-level troubleshooting of network events.
- Liaised with problem resolution groups, hosted RCA calls, and applied standard communication methods to ensure swift resolution of issues within SLA targets.
- Organized, facilitated, documented, and followed up on Major Problem Reviews (P1 and other high-visibility incidents).
- Took ownership of and safeguarded the Knowledge Base, actively contributing new inclusions to enhance organizational learning and efficiency.
- Acted as a liaison between end-users, infrastructure, and development teams to troubleshoot, document, and resolve application issues efficiently.
- Escalated unresolved incidents to Level 3 support or vendors, ensuring detailed documentation of troubleshooting steps and findings.
- Managed user accounts, password resets, group memberships, and access permissions in Active Directory for 2,000+ users.
- Created, modified, and deactivated user accounts and distribution groups in Active Directory, ensuring timely onboarding and offboarding.
- Configured and maintained Group Policy Objects (GPOs) to enforce security settings and streamline workstation configurations across 500+ endpoints.
- Administered Organizational Units (OUs), group policies, and security permissions to support role-based access control and compliance.
- Analyzed application logs, SQL queries, and system metrics to diagnose and troubleshoot backend application errors and data integrity issues.
- Utilized SQL queries and diagnostic tools to troubleshoot application data issues, perform root cause analysis, and escalate complex bugs to development teams.
Application Support Engineer at Accel IT Services Pvt Ltd / Insight Business Machine Pvt Ltd. (2022-08 – 2023-08)
IN-Digital and NXT-Digital is part of the media division in Hinduja Group called IndusInd Media & Communications Ltd. (IMCL). It provides services for Pay tv, internet, and telecommunications services for major cities.
- Creating Roles and Assigning Privileges.
- Periodically monitoring the space management in database.
- Creating new users and manage roles and privileges.
- Unlock the user account.
- Changing user account password.
- Check all last night backups and job executed were successful.
- Creating and Monitor the size of Tablespaces like adding, resizing data files and monitoring free space.
- Monitoring the batch jobs, scheduled task, alerts and evaluating daily issues coming out on production and resolved in a timely manner.
- Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
- Coordinate with various teams and raise, resolve support ticket for issues, analyze root cause and assist in efficient resolution of all production processes.
- Deploying patch on UAT environment then perform smoke testing.
- Performing segmentation and uploading HTML file on server.
- Using the linux basic commands to check live running processes, checking disk space usage file of system.
- Also provide the directory permission to the user, with the help of linux commands.
- Also use the kill command to end the process.
Tech Support Engineer at Emsys Solution Pvt. Ltd (2021-08 – 2022-05)
Analyzes, logs, tracks and resolves complex software matters of significance pertaining to networking connectivity issues, servers, and applications to meet business needs.
- Provide on-call support and answer severity calls, problem resolution.
- Defining and delivering end user business data extract request through SQL
IT Coordinator at BIT InfoTech (2020-05 – 2021-04)
