ARUN J
Summary
Dedicated and experienced Senior Support Lead with 17 years of expertise in leading teams, optimizing processes, and enhancing customer satisfaction. Proven track record of implementing strategies to improve operational efficiency and streamline support services. Skilled in team leadership, project management, and customer relationship management.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Senior Support Lead
Prove
06.2021 - Current
- Handle time sensitive customer requests
- Closely monitor the overall support operations and identify potential issues/escalations
- Track Premium customer’s tickets SLA’s drive to resolve issues within the SLA’s
- Provide monthly status deck on Premium customers stats
- Create multiple Salesforce reports and identify scope for improvement
- Assist the team actively during an incident and have chronology, root cause and relevant stats updated in the ticket
- Identify alert patterns and look for opportunities to optimize the splunk alerts
- Worked closely to migrate to Salesforce ticketing tool
- Have set up uptrend alerts for Synthetic monitoring
- Closely work with cross functional teams to setup Synthetic monitoring, provide insights on Prove portal setup and for setting up monitoring in Honeycomb.
Lead Engineer
GAVS Technologies Pvt Ltd
07.2010 - 05.2021
- Monitor real time traffic patterns and identify any anomaly
- Troubleshoot and identify the root cause and escalate accordingly
- Raise an Incident bridge and triage with internal teams to resolve issues
- Work closely with vendors and resolve any vendor issues resulting in degradation in Prove’s services
- Send periodic customer notifications when an incident occurs
- Handle customer reported Incidents & requests
- Assist the customer’s onboarding by setting up a test bed etc
- Setup Splunk alerts and dashboards to identify issues quickly.
Major Incident Manager
GAVS Technologies Pvt Ltd
01.2016 - 02.2018
- Handling Major Incidents right from validating alert till closure, engaging support team, vendors and service owners
- Provide communication and facilitation during a Major Incident where the Priority is Critical, and the impact involves a Critical Business Application or Core Infrastructure Services
- Facilitate the Major Incident Bridge and work with the Application/Service Owner to quickly restore the service
- Gather current details and constantly keep updating the Executive Management and the business
- Schedule PIR (Post Incident Review) with concerned stakeholders to understand how the Incident was handled and explore if we can mitigate the problem from recurring by taking proactive steps
- Identify patterns in Major Incidents and initiate Problem Process for problems identified by Incident Management
- Setting up CMDB in ServiceNow by working closely with Application Owners to understand the Application Inter-dependence and mapping the same
- Work closely with the Monitoring team to make sure all the critical applications are monitored for Operation Readiness.
IT Operations - Team Lead
GAVS Technologies Pvt Ltd
07.2012 - 12.2015
- Responsible for the deliverables of Service Desk, NOC and SAP Basis teams from Offshore
- Host Weekly Change Control Board Meeting and deliberate the impact of each change and Approve them accordingly
- Host Daily/Weekly Operations call with the client to keep them apprised of the major events that happened and upcoming Changes etc
- Handle any Operations impacting Outages and co-ordinate with the concerned team/vendor to restore service as well as keep all the stakeholders constantly updated
- Audit Service Desk ticket pattern and Identify Problems and work with other teams to rectify the issue
- Worked with different teams for Knowledge Transition and setting up the Knowledge Base.
Service Desk Lead/Incident Manager
GAVS Technologies Pvt Ltd
07.2010 - 07.2012
- Providing Weekly/Monthly Status Reports
- During Outages sending out Communication to the IT teams and co-ordinate with them to restore service
- Constantly monitor critical applications servers and escalate it to Application Team when required
- Updating the security patches and anti-virus updates on servers
- Restoring backups for desktops from EMC Avamar
- Administer Websense Filter and provide reports when required.
Senior Support Engineer
Cybernet Slash Support
03.2009 - 04.2010
- Installation, configuration of Vonage devices with Cisco, D-Link and Belkin Routers
- Troubleshooting and fixing the LAN connectivity and VOIP issues
- Placing the devices in the debug server and checking the issues related to calls.
Senior Support Executive
Sutherland Global Services
01.2006 - 02.2008
- Installing, Configuring Windows XP, Office & desktop applications
- Troubleshooting LAN connections using ping, tracert, etc
- Troubleshooting any hardware issues with the computers
- Configuring Wifi setup for users.
Education
Skills
Microsoft Server Technologies: Windows Servers and Linux
Virtualization: VMWare vCenter
Websecurity: Websense,Bluecoat
Backup: Commvault, Syncsort BeX
Cloud Technologies: Gapps and Amazon Cloud Services (Trained)
Ticket management
Application support
Problem-solving abilities
Team Management
Escalation Handling
Trend Analysis
Technical assistance
Certification
ITIL v3 Foundation Certificate Number: 5659153.20523892
Tools Administered
- Backup Applications: Commvault, EMC Avamar and Syncsort-Bex
- Cloud Based Applications: Google Apps, Airwatch, Postini, Box, Gapps,PagerDuty
- Web-security: Websense and Bluecoat
- Monitoring: Splunk,SolarWinds, NetBotz, PowerVision, APICA, AppDynamics
- Telecom: Cisco Unified Call Manager
- Reporting: Crystal Reports and Cherwell Report Writer
- Ticketing Tools: BMC Remedy, Cherwell, Service Now,FreshDesk,Service Cloud
Onsite Exposure
- Cherwell ticketing tool transition for Hunterdouglas, Colorado(2014)
- AD Migration and KB Setup for Hunterdouglas, Colorado(2015)
Professional Highlights
- 17+ years of experience across Service Desk operations, Data-center management, Monitoring tools configuration and Major Incident Management.
- Sound knowledge and experience in Incident Management, Problem, Change Management processes and best practices of ITIL Framework
- Excellent communication skills both verbal and written
- Excellent interpersonal skills and a collaborative management style
- Demonstrated commitment to high professional ethical standards and a diverse workplace
- Ability to look at situations from several points of view
- Persuasive with details and facts
- High comfort level working in a diverse environment
Timeline
Senior Support Lead
Prove
06.2021 - Current
Major Incident Manager
GAVS Technologies Pvt Ltd
01.2016 - 02.2018
IT Operations - Team Lead
GAVS Technologies Pvt Ltd
07.2012 - 12.2015
Lead Engineer
GAVS Technologies Pvt Ltd
07.2010 - 05.2021
Service Desk Lead/Incident Manager
GAVS Technologies Pvt Ltd
07.2010 - 07.2012
Senior Support Engineer
Cybernet Slash Support
03.2009 - 04.2010
Senior Support Executive
Sutherland Global Services
01.2006 - 02.2008