Greeshma Sambasivan Sreekala
Bhadra Nivas, Nanniarathala, Amaravila P O
Summary
Confident and reliable IT engineer with 7+ years' experience in software network management. Skilled in troubleshooting complex problems, adhering to company scope, and reaching efficient solutions.
Overview
10
10
years of professional experience
Work History
Senior Analyst -IT Information and Security
Allianz Technology
Trivandrum
03.2022 - Current
- Monitoring of Technical components, Application Services and Alerts/tickets within agreed SLA
- Monitoring the Jobs and Jobstreams in Production and Testing environment (UATR and UATM) which includes DB2 and Oracle systems
- Identify & declare Online, technical component (Backups, Stop/start components), and batch Incidents
- Perform quantitative analysis including tracking programs and interpreting the results
- Develop, produce, maintain and monitor data quality with dashboard and tools to detect underlying/persistent data issues
- Proactively identify and diagnose business requirements and use organizational knowledge to recommend solutions
- Work with partners to ensure appropriate KPIs and SLAs are in place and aligned to data related performance measurements.
Associate II Cloud Infrastructure services
UST Global
Trivandrum
06.2021 - 03.2022
- Resolve Incident and service requests within agreed SLA
- Understand Priority and Severity based on ITIL practice
- Understand agreed SLA with user and adhere
- Escalate within organization/customer peer in case of resolution delay
- Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process
- Resolve incidents and SRs within agreed timelines
- Execute change tasks for infrastructure Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference
- Close/resolve L1 tickets with help from respective tower.
Senior Representative Operations, Technical Support
Concentrix
Whitefield Bangalore
08.2019 - 06.2021
- Provide remote technical support for customers and partners
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Provide prompt and accurate feedback to customers
- Document knowledge in the form of knowledge base tech notes and articles
- Recommend new and existing solutions, which involve enhancing application/systems functionality, features and defect repair
- Be intuitive and inventive by providing solutions and workarounds for customers.
Senior Executive Operation
Aegis Limited
Reliance Corporate IT Park Bangalore
12.2017 - 08.2019
- Serves as a basic point of contact for customers with complaints, queries, request, feedbacks etc
- Prepares daily reports on the daily activities
- Ensures that all the request, queries and complaint of customer are responded in a timely and professional manner
- Develops as well as maintains the relationship with external parties
- Responsible for proper scrutiny and recording of the complaints received from customers.
Application Support
Aspirova(OPC) Pvt Ltd
Bangalore
01.2017 - 12.2017
- Allocation is a Management and Monitoring Application, which is developed for the allocation of food grains and kerosene allotted from the FCI (Food Corporation of India) in monthly basis to all over the state
- Played a major role in developing some of the salient features of the application spanning various areas including data consolidation, reports creation, and the backend implementation.
Application Support
National Informatics Centre, Govt. of India
Trivandrum
06.2016 - 01.2017
- Allocation is a Management and Monitoring Application, which is developed for the allocation of food grains and kerosene allotted from the FCI (Food Corporation of India) in monthly basis to all over the state
- Played a major role in developing some of the salient features of the application spanning various areas including data consolidation, reports creation, and the backend implementation.
Internship Trainee
Adhoc Technologies Pvt Ltd
08.2014 - 04.2016
Education
B. Tech - Computer Science
University of Kerala, JCMCSIIT Thiruvananthapuram
01.2014
Skills
- ServiceNow
- IT4U
- CORE Tools
- IWS (IBM Workload Scheduler)
- APM (Eg: Topaz)
- Centreon
- RDP
- AWS
- AWS EC2, S3
- Linux Administration
- Active Directory
- Microsoft AzureDirectory
- Genesys Pure Cloud
- C
- Java
- MS Office
- Excel
- HTML
- CSS
- Windows
- Mac
Personal Information
- Passport Number: B9249451
- Date of Birth: 07/02/1990
- Sex: Female
- Nationality: Indian
Mother Tongue
Malayalam
Languages
English
First Language
English
Proficient (C2)
C2
Malayalam
Proficient (C2)
C2
Disclaimer
I hereby declare that the above furnished information is true and correct to the best of my knowledge and belief.
Timeline
Senior Analyst -IT Information and Security
Allianz Technology
03.2022 - Current
Associate II Cloud Infrastructure services
UST Global
06.2021 - 03.2022
Senior Representative Operations, Technical Support
Concentrix
08.2019 - 06.2021
Senior Executive Operation
Aegis Limited
12.2017 - 08.2019
Application Support
Aspirova(OPC) Pvt Ltd
01.2017 - 12.2017
Application Support
National Informatics Centre, Govt. of India
06.2016 - 01.2017
Internship Trainee
Adhoc Technologies Pvt Ltd
08.2014 - 04.2016
B. Tech - Computer Science
University of Kerala, JCMCSIIT Thiruvananthapuram
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