DEEPTHI ANNIE MATHEW

• Work with team to understand operational pain points
• Lead implementation of new LiveOps Initiatives
• Carry out deeper investigations to find solutions to ongoing problems
• Use technical knowledge of platforms to identify performance bottlenecks and recommend operational enhancements to client platforms
• Own development of monitoring enhancements where possible on client platforms and within our Monitoring Suite
• Acting as the senior technical knowledge in the team, provide insight for team members who need support

• Troubleshooting issues raised by clients in an eCommerce with the knowledge in SFCC and Magento
• Own and look to continuously improve your understanding of the monitoring tools within Tryzens Monitoring Suite
• Always follow up on alerts, using your own knowledge and the KB to assist with your investigation
• Use the Event Management Backlog process to improve the efficiency of Tryzens Monitoring Suite and to enhance its capability
• Bring in new monitoring enhancements on a monthly basis
• Ensure all Problem tickets have the correct status after reviewing them daily in standups/kanban checks
• Own and conduct a deep technical investigation into problem tickets, providing resolutions where possible and, if not, providing an in-depth commentary on investigation steps taken for TL to progress the investigation
• All Change meetings attended mandatory
• Making sure any monitoring required for the released changes is highlighted during transition sessions and in place after the release where required
• Jiras raised for additional monitoring set up
• Attend transition sessions, sharing the knowledge to the wider team Ensure reverse KT on Release are managed and coordinated
• Provide data to Delivery Manager's for the Monthly and Quarterly service reviews
• The quality of reports generated by the team can be reviewed Timely Daily check report to be sent across without any slippages
• Jira being acknowledged under the right issue type and priority within acknowledgement SLA
• Utilize the KB for quality investigation and improve the investigation turnaround time for incidents, making sure the team's FTF rates keep improving
• Deliver consistently high-quality responses on Jira tickets and incident comms, any
• Own and technically resolve incident tickets to a high quality within SLA
• Provide guidance on technical and Process-oriented areas to the team
• Personal info
• Phone: +91 -7829877552
• Email: mailfordeepthi@gmail.com
• Address:
• G-02, Oceanus GreenValley, Kallayam

• Be the first point of escalation for the customers

• Recognizing incidents through our monitoring tools

• Taking ownership, management and progress of multiple concurrent support issues

• Issue prioritization and tracking

• Uncover and recognize any risks that threaten agreed on SLAs

• Executing relevant mitigation plans for anything that is approaching an SLA breach

• Creating & maintaining reference documents of incidents and sharing with team members

• Delivering regular updates on all open issues to customers at the agreed service level

• Interact with internal teams and external vendors to troubleshoot and resolve complex problems

• Maintain an effective and professional relationship between Tryzens and our key clients

• Provide reporting to be used in service reviews with clients and internally

• Conduct service reviews meetings with clients to discuss incidents & future plans

• Produce PM reports for identifying the improvements for the service delivery team

• Recommend and implement changes to ITSM services to improve client metrics

• Providing guidance to new joiners in my team