A Manoj
Bangalore
Summary
Dynamic IT professional with 4+ years of experience at Tech Mahindra, excelling in cloud infrastructure management and incident resolution. Proficient in Zscaler technologies and Splunk, I have enhanced system reliability and received multiple accolades for outstanding performance. Strong analytical skills and a commitment to customer satisfaction drive my success in technical support.
Overview
6
6
years of professional experience
Work History
Associate SME Network & Digital Security
Reigns Infotech Pvt Ltd
05.2023 - Current
- Company Overview: (Unilever-Zscaler) - Client website not provided.
- Having 2.5 months of experience as an Associate SME Network & Digital Security.
- Supporting Zscaler products including Cloud Connector, Branch Connector, and Client Connector.
- Handling and resolving user/customer-raised tickets, ranging from P1 to P4 priority levels.
- Monitoring and maintaining alerts and performing health checks for all types of connectors.
- Utilizing ServiceNow as the primary ticketing and incident management system.
- Creating and managing dashboards within Cloud and Branch Connectors for better visibility and performance tracking.
- Implementing and updating PAC file configurations (proxy settings) as per user requirements.
- Collaborating across teams to expedite resolution of linked and critical issues.
- Experience of ITIL best practice around the IT Service Support processes.
- Supporting projects at L1, L2 & L3 Application support & Technical Support.
- Experience in Incident management, change management and Major incident management.
- 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.
- Performing troubleshooting on the connectors through CLI which are in Linux.
- Set up centralized logging solutions, analyze logs to detect issues, and assist in incident response by identifying root causes and implementing post-incident improvements.
- (Unilever-Zscaler) - Client website not provided.
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.
Education
B.Sc. - Computer Science
S V University
01.2017
Skills
- Windows
- Linux
- UNIX
- Salesforce
- ZIA
- ZPA
- Cloud
- Branch
- Client connectors DB
- MS Office
- Outlook
- Jira
- Jira Ticketing tool
- Zoho Ticketing Tool
- E-Helpline Ticketing Tool
- Confluence
- Kibana
- Gray Log
- Splunk
- Grafana
- Data Dog
- App Dynamics
Disclaimer
I hereby declare that all the statements made in the Resume are correct to the best of my knowledge and belief. I would be obliged if I am endowed with an opportunity to serve your esteemed company.
Languages
- English
- Telugu
- Kannada
Personal Information
- Date of Birth: 08/15/97
- Gender: Male
- Marital Status: Single
Professional Highlights
- Received Appreciations from Management due to hard work.
- Received best Engineer award and spot award for quarter results.
Timeline
Associate SME Network & Digital Security
Reigns Infotech Pvt Ltd
05.2023 - Current
Product Support Engineer
Tech Mahindra
06.2019 - 04.2023
B.Sc. - Computer Science
S V University