Mithun Mohanan
Lead-Operation Support Engineer
Kochi,KL
Summary
Dynamic and results-driven Lead Application Support Engineer with over 9 years of extensive experience in providing robust support for Windows Server and Azure environments. Adept at utilizing a variety of monitoring and ticketing tools to ensure seamless operations and swift issue resolution. Proven track record of enhancing system performance and reliability through proactive maintenance and innovative problem-solving. Committed to delivering exceptional technical support and fostering strong client relationships.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Lead - Operation Support Engineer
Orion Innovation (Client :KPMG)
07.2024 - Current
- Conduct interviews for new roles within the support team.
- Collaborate with HR to identify and select suitable candidates.
- Create and maintain comprehensive documentation for team processes and procedures.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Ensure all documentation is up-to-date and easily accessible for team members.
- Prepare and manage shift rosters and weekend support schedules.
- Ensure adequate coverage for all shifts and weekends.
- Provide training to new joiners and existing team members.
- Develop training materials and conduct regular training sessions to enhance team skills.
- Monitor and manage Service Level Agreements (SLAs) to ensure timely resolution of support tickets.
- Implement strategies to meet or exceed SLA targets.
- Create and assign support tickets using ServiceNow (SNOW).
- Ensure tickets are handled efficiently and effectively.
- Participate in regular planning meetings to identify opportunities for process automation.
- Collaborate with the automation team to implement and optimize automated solutions.
Senior Operations Support Engineer
Orion Innovation (Client: KPMG)
05.2022 - Current
- Managing Complete Infrastructure of a 24x7 ASP.NET application in Azure.
- Managing tickets raised by clients.
- Document and prioritize the open cases, and the current status of each ticket.
- Monitoring servers and applications with the help of Squared Up and Application Insight tool.
- Managing production, staging web applications, and 200+ servers from the Azure cloud.
- Providing Support for the CR Ticket Creation & Implementation in Production, Staging, and Training Environments.
- Provided an effective solution for all tickets that come across in the operation support queue and updated the status in Service Now.
- Coordinate with other teams (Microsoft, Country Network team, and other service providers) to troubleshoot the issues.
FMS ENGINEER
63 Moons Technologies Limited
07.2021 - 06.2022
- Provided technical support to clients, resolving issues promptly and ensuring customer satisfaction.
- Collaborated with cross-functional teams for successful project completion within budget and on schedule.
- Developed training materials to educate team members on best practices in FMS engineering processes.
- Led cross-functional teams in the successful execution of complex FMS projects, fostering a collaborative and results-driven working environment.
- Monitoring the Production DR & STG Servers and Applications.
- Odin Manager, MIS, IIS Software Installations
- New Version changes updating in the SQL for Software version and new implementation menu, as per the Circulars. Testing to be done for the new implementation and compliance changes in the software.
- Creating database backup by using jobs and scheduler on daily and monthly backup to create into the drive.
- Creating DB and Restoring Data into SQL, Exporting and Importing File into SQL
Senior System Administrator
ACUMEN CAPITAL MARKETS INDIA LTD
07.2017 - 06.2021
- Collaborated with cross-functional teams to design and deploy customized IT solutions, meeting specific organizational needs.
- Completed reports detailing network and systems performance and downtime issues.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Monitoring and Maintaining Networking Security with Fortinet Firewall Coordination with NSE, BSE, NCDEX, MCX, NMC Exchanges Tech Team.
- Taking care of HO Network Environment, as well as of 22 Branches across India.
- Provide training and awareness as required for enhanced functionality and security issue resolution.
IT EXECUTIVE
RBG Commodities
12.2014 - 06.2017
- Improved IT infrastructure by implementing strategic technology solutions and optimizing system performance.
- Aligned IT solutions and deliverables with company strategic vision.
- Conducted regular audits of systems, networks, and security protocols to maintain compliance with industry standards and regulations.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
- Troubleshooting Printers, Installing and Troubleshooting software (Odin Client, Odin Diet, New Launcher)
- Monitoring and Maintaining Networking Security with Fortinet, Taking Backups of Database servers.
- Monitoring Connectivity of Leased Line and VSAT for Trading.
Education
GMS, Specialized in Network Management -
ISBM University
Chhattisgarh 04.2001 -
Diploma in Hardware And Networking -
Zion IT
Kochi, India 04.2001 -
Higher Secondary - Computer Science
ST GEORGES HSS MUTTAR
Alappuzha, India 04.2001 -
Skills
Service Request Management, Root Cause Analysis, Problem Management, Change Management, SLA Management, Incident Management, Server Monitoring & Administration, Change Management, Monitoring (App/Squared Up/App insight), Ticketing (SNOW/Jira/Manage Engine Service desk), Office 365, Documentation
Languages
English
Hindi
Malayalam
Tamil
Certification
MCSE: Server Infrastructure ,Microsoft
Awards
"Knock Out Champion Award 2024"
For those who consistently deliver knockout performances, going above and beyond to exceed expectations to resolve support tickets and operational tasks.
"Star Of the Month Award 2023"
Recognizing individuals who have made a significant impact and difference in assisting support/QS in troubleshooting, diagnostics, and resolving production issues.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead - Operation Support Engineer
Orion Innovation (Client :KPMG)
07.2024 - Current
Senior Operations Support Engineer
Orion Innovation (Client: KPMG)
05.2022 - Current
FMS ENGINEER
63 Moons Technologies Limited
07.2021 - 06.2022
Senior System Administrator
ACUMEN CAPITAL MARKETS INDIA LTD
07.2017 - 06.2021
IT EXECUTIVE
RBG Commodities
12.2014 - 06.2017
GMS, Specialized in Network Management -
ISBM University
04.2001 -
Diploma in Hardware And Networking -
Zion IT
04.2001 -
Higher Secondary - Computer Science
ST GEORGES HSS MUTTAR
04.2001 -
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