Jayasri Radhakrishnan
Chennai
Summary
Junior Network Engineer with around 3 years of experience in NOC operations, infrastructure monitoring, and incident management. Proven expertise in network/server troubleshooting, SLA compliance, RCA, and outage management, ensuring 99.9% service availability. Hands-on experience with PRTG, Remedy force, Jira and ITIL-based processes. Adept at Level 1/Level 2 support, cross-functional collaboration, escalation management, and proactive monitoring to minimize downtime and recurring incidents.
Overview
3
3
years of professional experience
Work History
Engineer – Infrastructure Services
Neurealm
Chennai
02.2023 - Current
- Provided 24x7 NOC support by resolving 100+ incidents/tickets per week, achieving 95%+ first-contact resolution within defined SLAs.
- Monitored network and server infrastructure using PRTG, proactively identifying faults and reducing false alerts by 15%.
- Performed Root Cause Analysis (RCA) for recurring incidents; documented permanent fixes and preventive actions, reducing repeat issues by 20%.
- Managed incident, problem, and change management activities in alignment with ITIL best practices.
- Collaborated with network, server, and application teams to restore outages and maintain 99.9% uptime.
- Created and delivered weekly/monthly SLA, incident trend, and performance reports for stakeholders.
- Improved escalation workflows and SOP documentation, reducing resolution delays by 10%.
- Assisted with upgrades ensuring minimal service disruption.
- Supported capacity planning and network optimization initiatives with senior engineers.
- Handled client communications (inbound/outbound), providing Level-1 support for connectivity, internet, DNS, DHCP, and server-related issues.
- Mentored and trained new team members on NOC tools, ticketing systems, and escalation procedures.
- Formerly GS Lab | GAVS
Education
B.Tech - Industrial Biotechnology
Alagappa College of Technology
Chennai 04.2001 -
Skills
- Network Monitoring & Tools
- PRTG
- Ticketing & Incident Management
- Remedy force
- Jira
- Networking & Infrastructure
- TCP/IP
- DNS
- DHCP
- VLAN
- VTP
- OSPF
- Network & Server Troubleshooting
- Connectivity & Internet Issues
- Server Uptime Optimization
- Incident Management
- Problem Management
- SLA & Escalation Management
- Systems & Utilities
- Active Directory
- Jenkins (basic exposure)
- MS Office
- Reporting & Documentation
- SLA Reports
- Incident & Trend Analysis
- SOP & Knowledge Base Documentation
Technical Skills
PRTG, Horizon, Remedyforce, Jira, TCP/IP, DNS, DHCP, VLAN, VTP, OSPF, Connectivity & Internet Issues, Server Uptime Optimization, ITIL Incident Management, Problem Management, Change Management, SLA & Escalation Management, Capacity Planning, Active Directory, Jenkins (basic exposure), MS Office, SLA Reports, Incident & Trend Analysis, SOP & Knowledge Base Documentation
Timeline
Engineer – Infrastructure Services
Neurealm
02.2023 - Current
B.Tech - Industrial Biotechnology
Alagappa College of Technology
04.2001 -