Arhana Joseph
Trivandrum
Summary
Senior Analyst with 6+ years of experience in incident management, technical troubleshooting and cross-functional collaboration. Proven track record of achieving high customer satisfaction through effective escalation management. Expertise in incident resolution, RCA, IT security, backup & disaster recovery and ITSM tools (JIRA, ServiceNow, IT4U). Skilled in Unix/Linux administration, log analysis, cloud migration and driving system performance improvements. Experienced in providing exceptional global support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Analyst Application Operations
Allianz Technology
10.2022 - Current
- Delivered high-quality global customer support by managing incidents, change requests, and service tickets using ServiceNow and JIRA.
- Provided L2/L3 support for Unix/Linux systems, resolving real-time issues to ensure SLA compliance.
- Acted as escalation point for application operations, addressing complex problems raised by stakeholders.
- Collaborated with business units to resolve service outages and performance issues effectively.
- Conducted scheduled calls and Webex sessions to address customer-reported issues promptly.
- Administered Unix/Linux servers, resolving critical alerts to maintain optimal system performance.
- Utilized monitoring tools(Splunk, TWS, Centreon) to analyze logs and proactively identify potential system issues.
- Led root cause analysis for high-priority incidents, delivering reports and actionable recommendations.
- Coordinated application deployments, batch job scheduling ensuring seamless functionality and minimal downtime with proper communication.
- Aided in cloud migration projects, helping shift batch processes from on-prem to cloud with seamless functionality keeping proper communication.
- Optimized infrastructure by decommissioning obsolete servers, eliminating redundant components and ensuring system efficiency.
- Supported business with scheduling invoicing and web service batches following the requirement mentioned in the ticket to ensure uninterrupted processing and seamless operations.
- Maintained consistent client updates, managing follow-ups and feedback on completed support tickets.
Administrator
Wipro Pvt. Ltd
08.2021 - 10.2022
- Delivered global support for Dell VPLEX, addressing technical issues and virtual storage-related queries in Lightning Service Cloud.
- Have resolved critical issues through email, chat and remote sessions (Zoom/WebEx), ensuring quick resolution and high customer satisfaction
- Conducted thorough log analysis to diagnose system issues and provided root cause insights to prevent future occurrences.
- Resolved complex system issues including file system capacity management, host certificate renewal, storage and virtual volume corruption and product-related alerts, minimizing disruptions to end users.
- Regularly managed escalated incidents and participated in service reviews to enhance service delivery for clients.
Software Engineer
Poornam Info Vision Pvt. Ltd.
07.2020 - 08.2021
- Supported global clients across email, live chat, and remote tools like Zoom/WebEx, resolving DNS and hosting issues in real-time.
- Specialized in customer support, handling email server errors, website performance bottlenecks, DNS misconfigurations and spam filtering challenges.
- Maintained ticket documentation and client communication throughout the issue lifecycle, ensuring clarity and customer satisfaction.
- Delivered support for critical customer tasks like Performing backup, restoration and domain migrations, ensuring data integrity and minimal downtime.
- Frequently handled sensitive cases with escalated clients and ensured full resolution and feedback follow-up.
- Delivered support for cloud and on-premise services, and provided technical walkthroughs to users to resolve recurring issues.
- Supported web hosting and domain migrations for global clients, ensuring zero data loss and prompt transition.
- Delivered global support for Dell VPLEX, addressing technical issues and virtual storage-related queries via ticketing tools through email, chat and remote sessions (Zoom/WebEx), ensuring quick resolution and high customer satisfaction.
System Administrator
Activelobby Information Systems Pvt Ltd.
09.2018 - 03.2020
- Delivered Global customer support for Email Hosting Platform.
- Managed spam filtering solutions for inbound and outbound emails, optimizing security and deliverability.
- Monitored and tracked URL uptime, memory usage, persistent volume alerts and Pod failures, providing real-time update to customers.
- Resolved real-time technical issues through live chats and ticketing system, ensuring timely support.
Education
MBA - Information Technology
Manipal Academy of Higher Education
Manipal09-2026
B Tech - Electronics and Communication
Kannur University
Chemperi01.2017
Skills
- Incident & Ticket Management: Proficient in ITIL processes, ServiceNow, Zendesk, Jira and CHANGE management workflows
- Client Support: Global support via calls, email, chat, remote tools (WebEx, Zoom)
- Incident Management & RCA: Diagnosing and resolving system failures, application crashes and
storage issues - Global Communication: Strong written and verbal communication with diverse global customers
- Technical Troubleshooting: Expertise in diagnosing and resolving technical issues in real-time
- Product Knowledge & Training: In-depth product expertise and ability to train customers
- Escalation Management: Skilled in managing critical issues and escalation procedures
- Cross-functional Collaboration: Working with teams like engineering and sales for issue resolution
- Linux/Unix Administration –
Server management,
troubleshooting and performance
optimization
- Log Analysis & Monitoring –
Expertise in Splunk, TWS,
Centreon and Kubernetes
monitoring - Job Scheduling & Process
Management – Monitoring batch
jobs, invoicing processes and
web services - System Security & Spam
Filtering – Managing firewalls,
email security and spam filtering
mechanisms - Automation & Scripting – Shell
scripting and automation for
deployments and system
administration - Application Deployment –
Deploying and managing
applications on Linux servers via
Cara and manual scripts - Cloud & Virtualization –
Managing AWS environments,
cloud migrations and virtual
machines - Backup & Disaster Recovery –
Data integrity, scheduled
backups, restorations and
domain migrations - Web & Domain Hosting –
Managing CPanel, CentOS,
SolidCP and DNS configurations
Certification
- Red Hat Certified System Administrator (RHCSA)
- Red Hat Certified Engineer (RHCE), 170-225-908
- AWS Certified Solutions Architect Associate (ongoing)
Accomplishments
- Spot Award 2023, Allianz Technology – Recognized for exceptional contributions and performance.
- Bravo Award – Winter Edition 2023, Allianz Technology – Awarded for outstanding performance and positive customer feedback.
- 100% Quality Achiever Award, Wipro (June–August 2022) – Consistently delivered high-quality results with top performance ratings.
- Best Performer – Q2, Poornam Info Vision Pvt. Ltd. – Recognized for excellence in service delivery and technical expertise.
- Best Performer Award 2019, Activelobby Information Systems – Acknowledged for outstanding contributions and commitment to excellence.
Timeline
Senior Analyst Application Operations
Allianz Technology
10.2022 - Current
Administrator
Wipro Pvt. Ltd
08.2021 - 10.2022
Software Engineer
Poornam Info Vision Pvt. Ltd.
07.2020 - 08.2021
System Administrator
Activelobby Information Systems Pvt Ltd.
09.2018 - 03.2020
MBA - Information Technology
Manipal Academy of Higher Education
B Tech - Electronics and Communication
Kannur University
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