AJAY ROOPKUMAR MENGU

Project Name: Roads & Transport Authority, Dubai, UAE.

Job Summary:
As an Network Operations Center (NOC) Engineer for RTA Dubai Project,

I am responsible for monitoring, managing & maintaining RTA’s IT infrastructure & ensure RTA's infrastructure & operations run efficiently with no downtime.

I am responsible for monitoring, managing, and maintaining networks , servers, databases, applications, services to ensure optimal performance & minimal downtime.

Key Responsibilities:

• Monitor networks, systems, servers, databases, applications & services for performance and availability.
• Acknowledge & respond to generated alerts as per the KPI.
• Assign the monitoring alerts initiated BMC incident requests to respective IT administrators & application support teams for further troubleshooting & Resolution.
• Respond to alerts and escalate issues according to SOPs and SLAs.
• Escalated incidents appropriately while maintaining communication with end-users and teams.
• Escalate unresolved incidents to Level 2/3 support teams and follow up to resolution.
• Document incidents, actions taken, and outcomes in the ticketing system.
• Regularly monitor critical tools such as Application Manager, Site24x7, AppDynamics, and Sun Bird to ensure that all systems are running smoothly.
• Oversee the entire Network Operations Center (NOC) for RTA applications and portals, ensuring continuous monitoring and support.
• Expertise in VPN specifically in Pulse Secure (Ivanti).
• Coordinate with internal teams and external vendors to resolve technical issues.
• Contact respective IT administrators & Application support teams using various communication channels such as Microsoft teams, Phone calls, Emails for critical alerts.
• Prepare executive summary report for monitored parameters & share it with the respective stakeholders from IT Infrastructure & sections section.
• Reduce downtime by quickly identifying, analyzing & informing any critical issues.

• Maintain and monitor the complete IT Operations of Smart Dubai Government including public service Applications like UAE Pass, Dubai Now and Dubai Pay and Invest in Dubai. Provide 1st line of support, by monitoring the IT Infrastructure via monitoring tools.
• Monitoring of Servers, systems and Database using Monitoring tools.
• Proactively respond to Issues & outages through the Incident requests.
• Raise incidents/tickets to escalate problems to second level support areas as appropriate.
• Weekly patching of windows servers to the latest security updates.
• Performed tasks & operations based on the documented SOP procedures.
• Timely Escalate the issues to the next level team & Communication will be sent to all the groups.
• Ensure proper tracking of the alerts/requests received until closure.
• Sending required Reports and Dashboards.
• Monitoring the complete infrastructure of Smart Dubai Government/ Digital Dubai (SDG/DD).
• Troubleshoot the VPN issues, providing and revoking the access.
• Server monitoring and resolving the issue, like node down, drive space, service down and CPU
  utilization.
• Closed 80% of tickets within 24 hours.

• Addressing & resolving Incidents/ticket requests regarding the customers technical complaints/issues.
• Research, Diagnose, Troubleshoot, and resolve customer issues in an accurate and timely manner.
• Follow standard procedures to escalate unresolved issues to appropriate internal departments.
• Provide Support to clients systems (Desktops/Laptops/Servers).
• Understand & resolve customer requirements/issues and close tickets within time.
• Automating security updates, daily backups and data loads.

• Installation & Configuration Of Software, Systems, Networks, Databases & Applications.
• Monitoring of system performance, troubleshoot issues, and ensure high availability.
• Manage access controls and permissions, ensuring data integrity and confidentiality.
• Monitored and managed system alerts and notifications and respond appropriately through service tickets.
• Patched windows servers and installed latest security updates to eliminate security problems.
• Ensure Data backup, patching of operating systems and application are carried out in a timely manner.
• Used ticketing systems to manage & process actions taken.
• Managed call flow & responded to technical support needs of customers.
• Assisted customers with software installation, configuration, and troubleshooting, resulting in optimal system performance.
• Installed and configured operating systems and applications.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Created user accounts and assigned permissions.

• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
• Managed high call volume with exceptional time management skills, minimizing wait times for customers.
• Handled billing and payment issues by following guidelines and resolving disputes.
• Maintained a high level of product knowledge, providing accurate information to customers.