Arun Karthick Kannaiyan
Senior System Engineer
Coimbatore
Summary
Highly motivated IT and Technical Support professional with over 4.5 years of experience. Possess outstanding communication skills and a strong commitment to teamwork. A quick learner with a passion for continuous improvement.
Overview
5
5
years of professional experience
Work History
Programmer Analyst (Senior System Engineer)
Cognizant
06.2022 - Current
- Manage end to end incident management process. Coordinate with various teams to investigate and resolve incidents.
- Tools Handled- Airflow, Azure, Databricks, Snowflake, Service Now, Autosys Workspace.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
- Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
- Provided educational expertise and mentoring to junior team members.
- Managed access tickets for retailer shop access and direct-to-customer services.
- Worked as primary point of contact for the major incidents & other batch issues.
- Managed and tracked project progress, ensuring that deadlines were met and goals were achieved
- Provided technical guidance and mentorship to junior engineers, resulting in improved ticketing quality and performance.
- Worked with service management tools- SNOW, Jira & alerting, Monitoring tools (PagerDuty, Azure, Airflow)
- Implemented automated monitoring and alerting to quickly identify and resolve system issues.
Executive - Operations
Startek
03.2020 - 09.2022
- Played a crucial role in IT Support for Reliance Jio
- Supported the development of the Novelvox portal, enhancing customer data accessibility and call management
- Proficiently handled queries related to billing, network, sales, onboarding, MACD, and services using a database.
Executive - Operations
Reliance Jio
09.2020 - 06.2022
- Worked as an IT Support Executive for Reliance Jio
- Contributed to the Support of the Novelvox portal, facilitating easy access to customer details, inbound and outbound call management, and the retrieval of billing, network, sales, onboarding, MACD, and service information
- Utilized a database to address customer queries and maintain optimal performance for end-users.
Education
Bachelor of Engineering - Mechanical Engineering
Sri Eshwar College of Engineering
Coimbatore, India 04.2001 -
Skills
SQL
Business Analyst
Ability to Multitask
Effective Time Management
Customer Service
Microsoft Office
Team Handling
Ticketing activities
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Timeline
Programmer Analyst (Senior System Engineer)
Cognizant
06.2022 - Current
Executive - Operations
Reliance Jio
09.2020 - 06.2022
Executive - Operations
Startek
03.2020 - 09.2022
Bachelor of Engineering - Mechanical Engineering
Sri Eshwar College of Engineering
04.2001 -