ARUN JYOTHI JANGAM

• Managed incidents from alert to resolution, ensuring timely resolution through clear escalation paths.
• Resolved operational issues and restored service, ensuring continuity of production support.
• Ensured service level agreements were met through consistent monitoring. through tracking, reporting, and timely service recovery.
• Analysed logs to trace symptoms, patterns, and recurring operational failures.
• Drove root cause analysis, linking evidence to confirmed underlying causes.
• Performed problem management to reduce repeat incidents and tighten stability.
• Coordinated change management for production releases and updates, minimising disruption during controlled rollouts.
• Reviewed infrastructure monitoring for system capacity, platform health, and availability.
• Conducted monitoring of cloud environments to ensure optimal performance. and operating systems across environments and support queues.

Administered cloud systems across AWS and Microsoft Azure platforms.

• Supported Linux platforms using command-line troubleshooting and structured diagnostics.
• Troubleshot using command-line diagnostics to isolate faults quickly.
• Used cloud monitoring tools to spot trends and prevent service degradation.

Administer Splunk Enterprise and Splunk Cloud for reliable day-to-day service delivery.

• Develop Splunk alerts, dashboards, reports, and scheduled searches for monitoring needs.
• Configure lookups, knowledge objects, and field extractions for consistent search results.
• Optimise search performance through search optimisation and scheduled execution planning.
• Onboard data by managing data inputs and data onboarding workflows for ingestion.
• Manage user and role management with configured permissions for secure access.
• Administer configuration management, index management, and sourcetypes for stable ingestion.
• Act as cluster manager and monitor cluster performance for platform stability.
• Maintain platform health monitoring and operational reporting for clear system visibility.
• Create and manage sourcetypes to optimise data ingestion patterns and formats.

• Resolved complex cases independently, reducing escalations by 30%.
• Ensured customer satisfaction through proactive troubleshooting, enhancing communication and resolution effectiveness.
• Applied RCA techniques to identify patterns, streamlining workflows for improved efficiency.
• Investigated account compromise and unauthorised access cases, validating ownership to mitigate security risks.

• Promoted games, offers, and platform activities to maximise user participation and drive engagement.
• Provided real-time assistance on gameplay and technical issues.
• Engaged UK-based users in live chat rooms, fostering community standards and enhancing user experience.

• Managed 60–80 daily calls to facilitate holiday bookings for customers.
• Provided timely support across booking platforms, achieving resolution within 1 hour.
• Coordinated vendor relationships and ensured accurate CRM record maintenance.

• Consistently achieved high CSAT and quality scores.
• Streamlined resolution process, reducing times by 25% through effective backend collaboration.
• Minimised repeat queries by 18% through proactive issue tracking and follow-up.
• Handled 300+ weekly customer queries via voice support, ensuring timely assistance and satisfaction.