L1.5 Support Engineer
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I am having around 3.7 yrs total experience as L1.5 support engineer in IT operation. In my whole experience, I was handling Problem management , Incident Management, Change management as well as Batch jobs monitoring. And I was leading the LOB's under the assistance.
Leading the team and Handling Problem Management, Incident Management, MIM, Change Managament as well as Batch Jobs Monitoring as L1.5 Support Engineer.
Performed Root Cause Analysis (RCA) for recurring incidents and ensured permanent fixes.
Managed and Stored Problem Records and workaround in KEDB.
Coordinated with Application, Infra & Monitoring teams for RCA discussions and resolution.
Analyzed incident trends using monitoring tools like Dynatrace & CA Workstation.
Conducted Post-Incident Reviews (PIRs) to identify preventive actions.
Prepared weekly/monthly reports on RCA status and problem trends.
Implemented proactive problem management to reduce repeated incidents.
Implemented reactive problem management to find out the root causle of the Incident
Tracked the Initial RCA progress with the affected teams and coordinated with RCA owners to ensure timely resolution of problem tickets.
Ensured SLA adherence and continuous process improvement in ITIL framework.
Monitoring Ticket queues via ServiceNow, Healthcheck via Dynatrace, Batch Jobs via CA WA Workstation and logs via Splunk to minimizing Bussiness Interuptions.
Doing Batch jobs Monitoring and finding the resolution for the failures.
BE., CIVIL Engineering
