Anirban Ghosh
Bangalore
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 9 years of experience in IT industry.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SW/App/Cloud Tech Support Team Lead
Accenture Services Pvt. Ltd.
08.2015 - Current
- Involved in troubleshooting issues which hampers daily functioning of the application/services
- Part of the team that takes care and maintain the services in production
- Have experience in scaling up/scaling down of resources as per demand/volume
- Have experience in internal and external DR activities with end clients
- Have been part of Failover activities with end clients
- Took ownership and performed various activities in production to enhance the infrastructure like Node rotation, certificate renewals for various applications, placing them in correct location in Vault to ensure connection is always up
- Have experience in handling escalated issues through calls/chats/emails
- Owning major incidents and driving it efficiently on both Bridge calls and chats
- Issuing communications during the progress of a major incident
- Managing major incidents, ensuring the tickets are logged, progressed, updated, expedited and resolved within the scope of the service level agreement
- Performed clean-up activities in production in Hashi Corp Vault
- Have experience in Open Shift, CAPAM versions upgrade
- Involved in stakeholder and vendor management
- Part of weekly, monthly connects with end clients
- As part of daily work, connect with vendors like AWS, RedHat, raise incident tickets with, get solutions from them and apply in infrastructure
- Organizing RCA calls and playing an integral part in those calls, documenting the MOM during the calls
- On Proof Point, checking the existing DMARC policies created, checking the existing E-mail directories domains on the Proof Point
- Checking the SPF and DKIM configurations for each email domains, collecting the accepted E-mail Directories
- Troubleshoot issues on Proof Point and email securities/rules
- Preparing and designing SOPs on confluence
- Have prepared confluence documents in the current project from scratch, updated many confluence pages which were outdated
- Managing a team of 12 members
- Involved in on boarding process for new joiners, providing them with KTs, making the shift plans (on call and weekend support), assigning them daily tasks and JIRA tickets, arranging, and running daily sprint calls for the team
- Taking care of SLA based P1 tickets in production, assigning, taking required action on those tickets within the allowed time
- Closing the SLA tickets within time frame to maintain 90 percent SLA report with clients
Technical Support Engineer
Hewlett Packard Enterprise (Process: Shell)
01.2014 - 08.2015
- Have knowledge on Networking and various devices used for networking purpose like LAN, Routers, VPN, NIC, WAN, Firewalls, Gateways
- Services provided for communication workers, via remote assistance, and assisting them with VPN connectivity and access issues
- Seamless communication with resolver groups for priority cases to identify and rectify the anomalies related to outages and access issues
- Providing technical services for third party users who are contractors to Shell for internal applications and its services
- End to end professional responsibility making sure to resolve any case that would or might hinder a user’s daily work in a timely yet accurate manner
- Establishing a trusted network between users around the world by communicating cases at desk level via mails, conference calls and chats to make sure a constant bridge of confidence is formed between users and IT
Education
B. Com - Commerce
St. Joseph’s College of Commerce (Autonomous)
Bengaluru01.2012
Pre-University -
St. Joseph’s PU College
Bengaluru01.2008
School Leaving Examination -
St. Thomas Public School
Bengaluru01.2006
Skills
- IT Application Support & Maintenance
- IT Operations and Production Support
- IT Service Delivery and Management
- Stakeholder/Client & Vendor Management
- Major Incidents management
- Managing end to end Outage communications
- Red Hat Open Shift Container Platform
- AWS IAM
- S3 buckets
- EC2 instances
- EBS volumes and snapshots
- AWS Work mail
- Cloud Watch
- GIT Bash
- Grafana
- GitLab
- Proof point
- CA-PAM
- LDAP
- JIRA
- Confluence
- Vault
- Jenkins
- Team management
- Failure resolution
- Client communication
- Ticket management
- Issue escalation
- Application installations
- Customer service
- Incident management
- Application support
- IT ticket documentation
- Documentation and reporting
- Support services
- SLA compliance
- Customer relationship management
- Activity planning
Certification
- AWS Cloud Practitioner, 2021
- Microsoft Azure Fundamentals, 2022
- AWS-Certified Solutions Architect-Associate, Trained
Accomplishments
- Won the Global ACE award in Team category in FY23 Q3 in Accenture.
- Part of winning team in Accenture Technology TechStars 2021 program.
- Winner of ATOM Top Talent Program in Accenture FY-20.
- Received award for Best Performing Analyst in FS award function in 02/2019.
- Awarded Star performer of the month for January and February 2018.
- Received Accenture Excellence Awards in 11/2018.
- Received the certificate of appreciation from my operation manager for the best customer support experience in HPE.
- Received certification of appreciation for maintaining the best AHT among all other L1 agents in HPE.
- Received the award for maximum number of surveys return and CSAT for 11/2014 and 12/2014.
Languages
English
Hindi
Bengali
Hobbies and Interests
- Football
- Cricket
- Netsurfing
- Listening to music
Disclaimer
I consider myself familiar with the aspects given above. I am also confident of my ability to work in a team. I hereby declare that the information furnished above is true to the best of my knowledge.
Personal Information
- Father's Name: Ramesh Ghosh
- Date of Birth: 11/05/89
- Gender: Male
- Nationality: Indian
Timeline
SW/App/Cloud Tech Support Team Lead
Accenture Services Pvt. Ltd.
08.2015 - Current
Technical Support Engineer
Hewlett Packard Enterprise (Process: Shell)
01.2014 - 08.2015
B. Com - Commerce
St. Joseph’s College of Commerce (Autonomous)
Pre-University -
St. Joseph’s PU College
School Leaving Examination -
St. Thomas Public School
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