Summary
Overview
Work History
Education
Skills
Disclaimer
Languages
Personal Information
Professional Highlights
Timeline
Generic

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
A Manoj