Apeksh

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