Jambula Gayathri

Project : Application Support Engineer for Banking domain client(Jan'24 - Present)

Responsibilities:

• Providing comprehensive technical support, diagnosing & resolving issues promptly meeting the SLA’s.
• Performing hourly health checks on multiple tools to ensure the system is stable & serving end users as expected.
• Automated GUI testing using CitraTest for Citrix & desktop-based applications, to ensure functional accuracy & performance consistency
• Familiarity with Monitoring tools like Sumo Logic, Grafana & Dynatrace for tracking health metrics /dashboards.
• Working with cross functional engineering/L2 teams to escalate the complex issues & ensuring timely follow-up & resolution.
• Triggering Jenkins pipelines for various maintenance activities on request basis from ServiceNow.
• Having an expose to AWS EC2, S3 & RDA databases in AWS to troubleshoot any fundamental issues.
• Supported customer on-boarding to cloud platforms by guiding them through the setup of cloud environments, Security groups, IAM policies.
• Conduct root cause analysis for escalated incidents, ensuring timely resolution and minimizing downtime.
• Working in a 24/7 operational environment

Project: Application Support Engineer for a Healthcare domain client(Sep'22 - Dec'23)

Responsibilities:

• Involved in Production Support.
• Involved in all processes like incident management, problem solving and knowledge management.
• Communicated with business stakeholders to get requirements, to solve issues and to educate business users.
• Dealing with SQL queries to add/retrieve archival data from backend – Oracle DB 12c.
• Identifying the root cause of technical issues by connecting with clients.
• Maintaining a 95% customer satisfaction rate by providing clear, effective and timely communication during issue resolution.

• Client: Novartis
• Project Domain: Healthcare
• Duration: September 2022 – December 2023
• Role: Application Support Engineer
• Responsibilities:
• Involved in Production Support.
• Involved in all processes like incident management, problem solving and knowledge management.
• Communicated with business stakeholders to get requirements, to solve issues and to educate business users.
• Dealing with SQL queries to add/retrieve archival data from backend – Oracle DB 12c.
• Identifying the root cause of technical issues by connecting with clients.
• Maintaining a 95% customer satisfaction rate by providing clear, effective and timely communication during issue resolution.