Rahul Ashokan M

Responsibilities:

• Technical lead in application support, monitoring, and campaign management.
• Windows Server troubleshooting.
• Leading technical and major incident management bridges, investigating customer-facing issues, and finding root causes.
• Calculating customer impact and reporting to the client during alerts Change & RCA management Web page maintenance using Selenium scripting
• Training new joiners.
• On-call support on the technical bridge to assist and find solutions with the stakeholders across the globe.
• Collaborating with IT teams on new tools and technologies.
• Analyzing and tracking data to prepare forecasts and trends of P1/P2.

Responsibilities:

• Giving analytical support to Marico employees across the world.
• Working on tickets created by employees through the Summit Ticketing Portal.
• Ensuring that the SLAs are met for all incidents and requests.
• Analyzing and resolving incidents/Service requests created by internal stakeholders within the set timelines and as per set standards
• Co-ordinating with other teams for issues in various reports.
• Working on different servers which are used for tracking of sales of Marico Products.
• Making Employees understand on how to create reports related to Analytics division.
• Analyzing data and fixing issues in reports.
• Giving users access to different perspectives in database.
• Managing daily issues faced by the employees.
• Writing queries for accessing data from database.

Responsibilities:

• L1 & L2 support Engineer in Petroleum Retail IT Team
• Handling the Applications used in the Refining and Marketing of Reliance Industry Limited.
• Providing support to Unitech and Retalix Applications.
• Establishing interface among various forecourt devices with Retalix POS.
• Creating users and granting permissions.
• Solving day to day issues faced by users.
• Reports generation from database as per business requirements.
• Creating EOD reports by using software such as SAP.
• MS Outlook configuration and issues and installation of software.
• Managing and handling escalated issues pertaining to IT OPERATIONS at PAN India level.
• Connecting with users and understanding the basic issues and resolving the issues at first hand.
• Remote desktop connection and also used ticketing tools like HP Manager.