Jayakumar Karuppiah

Worked closely with development teams to design and implement scalable and high-performance solutions for our platform as a service.
Define monitoring requirements and implement automated incident resolutions by creating alerts.
Quickly and efficiently troubleshoot simple and complex issues to provide outstanding support for internal service level objectives.
Proactively ensure the highest levels of systems and infrastructure availability
Cooperate with Client, vendors and other IT personnel for problem resolution
Document the findings, prepare reports and make recommendations
Develop new processes and procedures to enhance operations
Provided 2nd level support
Responsible to monitor the critical systems and provide daily update
Responsible to handle critical incident and take ownership until it is resolved.
Responsible to provide trainings to new hire’s
Responsible to manage the team and send out performance reports
Severed as Incident manager and handled high priority incidents gathered data from incidents and analysis to prevent future events and made quick decisions in effort to reduce overall impact.
Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
Identified impacted applications, business partners and resources required for planned changes.

Adequate understanding of IT Service Management and Processes, capable of driving and delivering services, following the ITIL Principles of Service Desk
Meeting SLA target, Daily basis tracking pending tickets, Get solution for technical dependencies,
Attending daily and weekly client meetings,
Work with the project and development team to understand the product better and add more enhancements to make sure the performance of the application is better and develop strategies for resolving them and preventing future occurrences
Responsible to manage the team and send out performance reports
Manage the escalation tracker for all team related issues
Handling client and level 2 calls to discuss escalated issues thus ensuring better service and maintain and update the knowledge base
Conduct one on ones with the agents to give feedback on their overall performance
Discussion on SLA Missed tickets with Customer and take appropriate action
Setup weekly review call with customers on Ticket Trend and activities (User Awareness and other)
Setup weekly review call with Team Leads and Customer on present issues
Setup weekly SLA call with Customer and All Team leads. Take action on each SLA feedback.

Delivered extended Technical Support to the users who facing issue with windows operating system, Printers, Scanners, Network drivers, webmail, Email clients, Network configurations & Router Configuration related issues.
Performed the troubleshooting steps by taking remote control to the user’s computer if required.
Facilitated Technical support by handling the incidents with accuracy of 96%.
Have provided weekend support on regular basis for the team.

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