Project:EDT & DATANET ProvidingEDT service to Operators worldwide and supporting more than 400 customers.
Making the application configuration changes for the customers as per customer’s request
Involved the migration of customers from one vendor another vendor. Making all the application changesin migration window and postvalidationsforthe file flow.
Reprocessing the failed filesto process the files within 1Hr SLA
Performed initial troubleshooting, responsible for providing support during maintenance (customers and internal), implementation or upgradation
Performing initial investigation like checking manual FTP or SFTP and finding out the logs for filespile and engaging network team if required as well as callwith customer
ResolvingCustomers queries through Incidents and service requests on priority/severity basis
Proficient in handling escalated calls, mails and providing 1st and 2nd Level Technical Support to endusers and internalsupport teams
Identifying huge traffic received from customers, followed by a call and request to customers to send the files in batches, inform Opsteam to increase the file handles to process the received huge traffic.
Actively monitoring multiple messaging products with the help of monitoring tools.
Level 1 troubleshooting (Logs clearing, Files reprocessing Etc.), Performroutine checks, and Escalation of any critical alerts/ ticketsto Ops Team.
ProvidingSupport to Customer and vendor on ticket basis (Swift Tool) and follow up with Team
Worked in noise alarm reducing for ICMMS, ICSMS, OCSMS and VMH products.
Monitoring the servers using Tools like Netcool, Nagios, Openmind, SSD and Dashboards
Following the escalation procedure in a strict manner by acting the same upon ongoing issues.
Creating INC/SRs accordingly for all those alerts that have been triggered across various platform