Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
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Jayaseelan Murali

Jayaseelan Murali

Chennai

Summary

Dynamic Application Support Analyst with extensive experience at Photon Interactive, excelling in incident management and root cause analysis. Proven track record in Azure, Splunk monitoring, and ITIL processes, driving significant reductions in recurring incidents. Adept at collaborating with cross-functional teams, ensuring seamless operations and exceptional technical support across global regions.

Overview

6
6
years of professional experience

Work History

APPLICATION – SUPPORT ANALYST

Photon Interactive
Chennai
10.2023 - Current
  • Company Overview: Project Name: L'Oréal Web Factory Maintenance.
  • Managed and resolved incidents reported by users or detected through monitoring systems, ensuring adherence to SLAs.
  • Initiated technical bridges upon Major Incident declaration, and engaged technical managers and teams to provide updates via bridge calls.
  • Monitored Azure dashboards for critical alerts, created P1 tickets, and provided Level 1 support to servers and web apps in Azure.
  • Coordinated with teams until P1 closure, and fetched logs for developer reference.
  • Provided round-the-clock support for the APAC, Americas, and EMEA regions, ensuring continuous availability and rapid response to incidents.
  • Followed the ITIL framework for incident management, change management, and maintaining SLAs.
  • Ensured all issues, outages, and incidents were logged and followed proper escalation procedures.
  • Prepared and maintained technical documents, standards of procedures, KB articles, and Confluence sheets.
  • Provided periodic reports on the overall status of the Major Incident Management Process.
  • Experienced in incident trend analysis, creating problem tickets for recurring incidents, and working with stakeholders to drive a reduction in repeated incidents by conducting root cause analysis.

TECHNICAL HELPDESK

Progressive Infovision Pvt. Ltd.
Chennai
02.2022 - 10.2023
  • Company Overview: (Channel partner of Wipro).
  • Diagnosed and resolved technical issues related to software and network for over 10,000 users.
  • Provided technical support for hardware and software problems to end users.
  • Used remote tools like Dameware, BMC, Microsoft Remote Desktop, and Zoho Assist to take full control of user systems for configurations, troubleshooting, and resolving queries.
  • Executed scripts for software installation and uninstallation, ensuring smooth deployment and removal of applications.
  • Installed, troubleshot, and resolved compliance-related issues for Symantec and CrowdStrike Falcon Windows Service antivirus.
  • Managed 0365 mail migration, configuration, and troubleshooting, ensuring seamless email operations for users.
  • Collaborated with other IT departments to resolve complex technical issues, and provided video conferencing setup and troubleshooting across PAN India locations.

Technical Support Engineer

FEASABLE COMMUNICATIONS
Chennai
09.2020 - 11.2021

MEDICAL BILLING

Atom Healthcare
09.2019 - 04.2020

Education

B.E - Electronics and communication Engineering

TJS Engineering College
Chennai
04-2018

Higher Secondary Education -

Holy Child Matric School
Chennai
03-2014

Secondary School -

Dr. Sivanthi Aditanar School
Chennai
04-2012

Skills

  • Incident management, application support
  • Root cause analysis
  • Problem management
  • Azure monitoring
  • Splunk monitoring
  • Control - M
  • Data dog, Sitecore
  • ITIL process
  • Technical support
  • Service desk management
  • ServiceNow, Jira
  • Confluence
  • BMC, Sapphire

Languages

  • English
  • Tamil
  • Telegu

Timeline

APPLICATION – SUPPORT ANALYST

Photon Interactive
10.2023 - Current

TECHNICAL HELPDESK

Progressive Infovision Pvt. Ltd.
02.2022 - 10.2023

Technical Support Engineer

FEASABLE COMMUNICATIONS
09.2020 - 11.2021

MEDICAL BILLING

Atom Healthcare
09.2019 - 04.2020

B.E - Electronics and communication Engineering

TJS Engineering College

Higher Secondary Education -

Holy Child Matric School

Secondary School -

Dr. Sivanthi Aditanar School

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Jayaseelan Murali