ARUN CHAWLA

End Date

• Responsible for the system management activities within 24x7 environments, using Oracle based applications.
• Monitor the staging, development and production environments, and if necessary troubleshooting to resolve and or escalate any system, application or operational issues.
• Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.
• Help with new implementations.
• Responsible for reviewing Major Incidents, severity 1 and severity 2 incidents and ensuring that the fault resolution groups give proper attention to them.
• Accountable for complete adherence of incident management process.
• Responsible for ensuring that the client gets to the right people within the service provider organization, and that they ultimately have their questions answered, issues resolved and needs addressed.
• Create S for clients as needed.
• Responsible to set expectations with clients and educate them about relevant processes, including support interactions, communication flows, escalations and so on.
• Request for credits on outages.
• Request, prepare and attend Change Review.
• Work with AM and PM to find new products/services and solutions for our clients.
• Responsible for reviewing Major Incidents, severity 1 and severity 2 incidents and ensuring that the fault resolution groups give proper attention to them.
• Accountable for complete adherence of incident management process.
• Responsible for and discusses escalated and high visibility incidents that may have been handed over from the previous shift with OEs, to set the next plan of actions.
• Responsible for, and takes ownership of escalated or major incidents till restoration.
• Shift lead will initiate and manage the bridge call for these incidents.
• Responsible for sending timely notifications to the senior management of functional groups for resource engagement.
• Responsible for escalating incidents to GBU management as well as CSMs within agreed timelines.
• Accountable for accurate updates on incidents with proper codes.
• Responsible for sending a timely and accurate high-level communication to executive management for major or escalated incidents.
• Responsible for keeping the management updated on the progress made on the major and high visibility incidents through mobile-based chat.
• Responsible for supporting Operational Engineers in case any support is required due to increased workload or if the incident needs the involvement of multiple resources.
• Responsible for any task including, but not limited to incidents.
• Responsible for proper handover of incidents based on defined severity before the end of the shift.
• Responsible for mentoring OEs, to help them evolve their skills for incident triage.
• Responsible for sending notifications for Major incident through a phone call within 10 minutes of incident initiation.
• Responsible for briefing the team on any ongoing escalations or Major incidents at shift initiation.

• Project Title: Network Configuration and Change Management (NCCM)
• Monitoring & Managing Customer Servers – checking logs, event viewer to find out and correct the issue.
• Csone Salesforce for tickets and change requests.
• Working on PROACTIVE as well as REACTIVE cases.
• Responsible for proper handover of incidents based on defined severity.
• Providing an RCA of the incident in a formal way so that it can be shared with the customer.
• Providing support to NCCM – which is Linux based application.
• Troubleshooting high priority issues with the operation of the applications.
• Maintenance of the Linux based servers deployed in various customer environments.
• Quarterly patching/upgrading of the servers based on the custom patches.
• Syslog configuration and set up.
• Worked in User Management such as Account Management, deleting and modifying user accounts, creating and maintaining Groups.
• Running the collection and upload jobs on the server which will collect the data and the configuration from the Cisco devices.
• IP Address Management.
• Maintenance of the backend databases that store all the collected information.
• Maintaining the server related issues such as server loads, file system space issues, user management issues etc.
• Deploying the VM’s on the ESXi as per the requirements.
• Exposure to interaction over Webex and audio, with clients from various regions of World.

• Project Title: Product Identity (PI)
• Performed data collection and analysis.
• Handling customer data, creating structural data to make data more meaningful.
• Data cleansing.
• Generate timely and accurate reports for analysis.
• Creating MIS/dashboard report and presenting it to the concern department.
• Quickly learn new project requirements.
• Communicate and participate on project forums.
• Conducting timely and effective research in response to specific requests.
• Discover the information hidden in vast amounts of data, and help us make smarter decisions to deliver even better products.