Jyoti Ghodke
Pune
Summary
Technical Specialist with 7.5 years of extensive experience in System and Application Support, specializing in SAP administration, Control-M job scheduling, and enterprise application troubleshooting. Expert in monitoring, incident resolution, root cause analysis (RCA), and ITIL-compliant processes. Proven track record in ensuring high system availability, streamlining support workflows, and mentoring junior engineers to deliver efficient, business-critical operations.
Overview
8
8
years of professional experience
Work History
Technical Specialist
Vivicta
Pune, India
06.2022 - Current
- Provided L1.5 technical support, handling issues beyond basic troubleshooting, and escalating complex cases to L2/L3.
- Addressed customer inquiries via email, calls, and live chat to resolve technical issues remotely.
- Streamlined daily ticket queue through effective triage and diagnosis procedures.
- Managed incident, problem, and change tickets in line with ITIL processes.
- Adhered to SLAs, ITIL processes, and incident/change management practices.
- Developed and updated technical documentation, SOPs, and knowledge base articles to facilitate knowledge sharing and improve troubleshooting.
- Maintained technical documentation, SOPs, and ticket updates.
- Created and maintained SOPs, runbooks, and technical documentation.
- Monitored logs, alerts, and system health using monitoring tools.
- Monitored system and service performance; performed root cause analysis (RCA) to identify and address recurring issues.
- Implemented patching, upgrades, and preventive maintenance activities.
- Supported patching, upgrades, deployments, and release activities to ensure system stability and compliance.
- Ensured security compliance, access control, and audit readiness.
- Collaborated with application owners, vendors, and infrastructure teams to resolve issues efficiently.
- Provided guidance and support to L1 engineers.
- Executed standard changes, service requests, and routine maintenance activities.
- Provided L1.5 support for Control-M batch scheduling and job monitoring.
- Monitored daily, weekly, and monthly batch jobs to ensure timely completion.
- Investigated and resolved job failures, delays, and alerts within SLAs.
- Performed job reruns, restarts, holds, releases, and force complete actions.
- Analysed logs and output files to identify root causes of failures.
- Coordinated with application, database, and system teams for dependency issues.
- Oversaw management of calendars, conditions, resources, and dependencies within Control-M to ensure operational efficiency.
- Supported batch scheduling changes in accordance with approved change requests.
- Assisted in Control-M upgrades, patching, and environment support.
- Maintained user guides to enhance efficient issue resolution and training processes.
- Developed comprehensive documentation of technical procedures for knowledge sharing.
Senior Software Analyst
Capgemini
Navi Mumbai, India
10.2019 - 05.2022
- Managed daily operations for incidents, changes, service requests, and task queues using ServiceNow, ensuring adherence to SLAs and operational targets.
- Led bridge calls during major incidents, coordinating cross-functional teams to restore services within agreed timelines.
- Monitored production servers using VMware and Microsoft SCOM, proactively identifying and escalating performance or availability issues.
- Handled user access management, including password resets, role-based access, and group assignments, in compliance with security policies.
- Provided and managed application and system access for users and service accounts across environments.
- Supported patching activities for APPI and APPG2 environments, including post-patch validation and verification testing.
- Executed data fixes following standard change and approval processes.
- Created and approved Standard Changes (STD Changes) for production servers, ensuring compliance with change management policies.
- Created and configured virtual machines in VMware, including provisioning, configuration, and validation.
- Took and managed VM snapshots using VMware vSphere Web Client for backup and recovery purposes.
- Performed server resource management, including RAM upgrades, and capacity optimisation using VMware vSphere.
- Resolved disk space issues by clearing, extending, and monitoring storage to maintain system stability.
- Monitored server disk utilisation using TreeSize, proactively addressing capacity issues.
- Monitored ASAP, EDW, DBA, and Auction batch jobs, escalating failures to the respective support teams to minimise business impact.
- Conducted smoke testing across applications including Ebiz, CSA, Buyer Management, TFS, ASAP Logging Service, PDF services, Mobility, and BI, to validate system health post-deployment or changes.
- Created and maintained CNAME records, and supported DNS-related requests for application teams.
- Processed service requests to add service accounts to non-production servers as per access control guidelines.
- Granted and managed RPA Console access, ensuring appropriate authorisation and audit compliance.
- Demonstrated strong communication, leadership, and stakeholder management skills while working in high-pressure production environments.
- Managed customer concerns, escalating major issues to supervisor for timely resolution.
- Resolved customer queries using effective communication, providing clear step-by-step solutions.
Network Support Engineer
Orient PVT LMT
Navi Mumbai, India
05.2018 - 07.2019
- Ensured security and high availability of enterprise networks, contributing to uninterrupted business functions.
- Maintained reliable and secure enterprise network operations.
- Reduced downtime by proactive monitoring and issue resolution.
- Monitored and evaluated network performance and availability with monitoring tools, enhancing reliability and responsiveness.
- Troubleshot connectivity, VPN, Wi-Fi, DNS, and IP-related issues.
- Provided Level 1 and Level 2 network support to internal users.
- Provided L1/L2 network troubleshooting and support.
- Assisted in network upgrades, patches, and routine maintenance.
- Configured VLANs, DHCP, DNS, and basic routing protocols.
- Supported network security operations, including firewall rules, access controls, and monitoring.
- Documented network configurations, incidents, and resolutions.
- Co-ordinated with ISPs and vendors for issue resolution.
- Assisted senior engineers with network deployments and upgrades.
- Monitored network performance to identify and resolve issues promptly, minimising downtime.
- Monitored, analysed and reconfigured network environments to accommodate future scalability and improve performance.
- Managed IP addressing and subnetting, ensuring optimal network configuration and connectivity.
- Coordinated with vendors and service providers to resolve network-related issues efficiently.
- Successfully identified, diagnosed and resolved all performance issues within tight timeframes.
- Provided technical support and guidance to users, improving their understanding of network resources.
- Communicated with customers to deliver clear, helpful advice to technical and non-technical users.
Education
Bachelor of Science - BE-IT
Mumbai University
Mumbai, IN-MH2017
Higher National Diploma - Diploma
D. Y. Patil Polytechnic
Nerul Navi Mumbai2014
Skills
- Incident and change management
- Technical documentation
- System monitoring
- Root cause analysis
- Windows Server (2008, 2012, 2016, 2019)
- Batch job monitoring
- Control-M (Job Scheduling, Batch Monitoring, Job Reruns, Alerts)
- Enterprise Applications (SAP)
- Monitoring tools (Dynatrace and SolarWinds)
- Ticketing tools (ServiceNow)
- SAP Basis (User and Role Management, Transport Management, System Monitoring)
- SAP Functional Modules (mention your module, eg, SAP Logon 760)
- SAP job scheduling (integrating with Control-M)
- SQL queries for application support
- ITIL (Incident, Problem, Change Management)
- SLA compliance, RCA documentation, and SOP maintenance
- User creation, authorisation, and role assignment
- Monitoring and troubleshooting SAP jobs, batch processing, and background jobs
- Handling SAP incidents and service requests in ServiceNow
- Supporting SAP system performance, upgrades, and patching
- Access control
- Service request processing
- Enterprise system monitoring
- Multitasking efficiency
- Incident analysis
Languages
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Advanced
C1
Interests
- Reading tech blogs, books, or articles
- Mentoring / Knowledge sharing
- Volunteer work or community tech initiatives
- Travel and cultural exploration
- Photography or creative hobbies
Timeline
Technical Specialist
Vivicta
06.2022 - Current
Senior Software Analyst
Capgemini
10.2019 - 05.2022
Network Support Engineer
Orient PVT LMT
05.2018 - 07.2019
Bachelor of Science - BE-IT
Mumbai University
Higher National Diploma - Diploma
D. Y. Patil Polytechnic