A Manoj

Product Support Engineer

Tech Mahindra

06.2019 - 04.2023

I have 3.9 years of experience as a Product Support Engineer.
Experience of ITIL best practice around the IT Service Support processes.
Supporting projects at L1 & L2 Application support & Technical Support.
Experience in Incident management, change management and Major incident management.
Managed incident response and resolution, ensuring minimal downtime and improving Mean Time to Recovery (MTTR).
Managed cloud infrastructure on platforms such as AWS, GCP, or Azure, ensuring optimal resource allocation, scalability, and cost efficiency.
Focused on improving system performance and reliability by analyzing metrics, logs, and trends.
Using Jira, MIM Dashboard & Salesforce ticketing system to log, and Monitoring the Use Cases and work through the open cases during business hours.
Created and maintained Service Level Objectives (SLOs), Service Level Indicators (SLIs), and Service Level Agreements (SLAs) to ensure system reliability meets business goals.
Collaborated with development teams to design and build highly reliable, scalable systems, while maintaining a focus on automation and resilience.
Working on Splunk, Kibana, Grafana, ZIA, ZPA, Zscaler Cloud connector/Branch Connector/Client connector & App Dynamics as per the issues.
Configured and managed Zscaler ZIA for secure web gateway, cloud firewall, and sandboxing.
Implemented SSL inspection, URL filtering, and threat prevention policies to enhance security posture.
Integrated ZIA with Microsoft 365, SaaS applications, and cloud platforms for optimized performance.
Working on SMEDGE & Janus to restart the server as per internal communication.
Providing Outage & Notification Support for the Applications to the Client & Customers.
Creating reports and working on incidence as part of a support team.
Working on monitoring and providing suitable resolutions for Client Queries.
Interacting with Clients to understand the issues and provide faster and efficient resolution.
Perform daily system monitoring, verifying the integrity and availability of all services, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
Provide End-to-End support for APIs configuration and Corresponding issues.
Handling Application Support & Production Maintenance for Cloud connector/Branch Connector/Client connector.
Provide front-line, second level technical support as part of the IT Operations team to deliver exemplary customer Service to clients.
Designed and deployed Zscaler ZPA for zero-trust secure remote access to internal applications.
Configured ZPA App Connectors, ZPA Service Edge, and ZPA ZTNA policies for seamless application access.
Splunk System Monitoring and Maintenance.
Continuously monitor system health, uptime, and performance metrics in Splunk.
Using Splunk Integrate logs, metrics, and data from different sources like servers, databases, cloud platforms, and network devices.
Implement centralized logging solutions (e.g., ELK stack, Splunk, Fluentd) to aggregate logs from different services.
Design, implement, and manage monitoring systems to track application and infrastructure health, while configuring alerting thresholds and optimizing them to reduce false positives/negatives.
Set up centralized logging solutions, analyze logs to detect issues, and assist in incident response by identifying root causes and implementing post-incident improvements.
Collaborate with engineering teams to optimize system performance based on metrics and logs, conduct load testing, and proactively address potential system bottlenecks.
Received Appreciations from our Management due to hard work and got many appreciations from Client and End Users.
Received best Engineer award and spot award for quarter results from the client’s side as well as internally.