Mohit Joshi

Key Responsibilities:

• Technical Expertise: Provide expert-level technical support for software applications, systems, or infrastructure.
• Troubleshooting: Identify, analyze, and resolve complex technical issues.
• Leadership: Lead and mentor junior technical support engineers.
• Knowledge Management: Develop and maintain technical documentation and knowledge bases.
• Communication: Collaborate with stakeholders, including customers, developers, and management.

Technical Responsibilities:

• System Administration: Manage and configure systems, networks, and databases.
• Application Support: Troubleshoot and optimize software applications.
• Performance Optimization: Improve system performance, scalability, and reliability.
• Security: Ensure compliance with security protocols and best practices.
• Integration: Integrate multiple systems, services, or APIs.
  

Leadership Responsibilities:

• Team Management: Supervise and mentor junior engineers.
• Process Improvement: Develop and implement process enhancements.
• Technical Guidance: Provide technical direction and guidance.
• Resource Allocation: Assign tasks and manage workload.
• Stakeholder Management: Communicate with stakeholders and manage expectations.
  

Soft Skills:

• Communication: Effective written and verbal communication.
• Problem-Solving: Strong analytical and problem-solving skills.
• Collaboration: Ability to work collaboratively.
• Adaptability: Willingness to adapt to changing priorities.
• Time Management: Effective time management and prioritization.
  

Key Performance Indicators (KPIs):

• First Response Time (FRT)
• Resolution rate.
• Mean Time To Resolve (MTTR)
• Customer Satisfaction (CSAT)
• Team Satisfaction and Engagement.

• Worked on tools for Monitoring & Salesforce for ticket management
• Setting up LDAP (MSAD, TDS) for customer environment
• Perform problem analysis/resolution of application processing exceptions from the point of initial alert or notification through resolution or escalation
• Actively involving in troubleshooting of any issue
• Providing RCA to customers
• Actively involving creating new virtual machine and install the latest application fix pack for testing purpose
• Managing high availability in the application end
• Manage Integration with Cognos for reporting purpose.

• Implementing, provisioning and Administration of ITSM tool
• Creating reports of daily opened incident and service requests
• Perform routine cleanup activities with team to reduce slowness issue of application
• Managed team for 5+ engineers
• Providing KT for new joiners and help them to complete their onboarding request smoothly
• Part of CAB (change Advisory Board) meeting to discuss any major change need to execute
• Providing tool demo to new customers for understanding feature and limitation of product
• Collaborate with different-different team like Monitoring team, Event correlation team for crating auto ticketing in place.

• Implementing, provisioning and Administration of ITSM tool
• Creating reports of daily opened incident and service requests
• Perform routine cleanup activities with team to reduce slowness issue in application
• Providing KT for new joiners and help them to complete their onboarding request smoothly
• Part of CAB (change Advisory Board) meeting to discuss any major change need to execute
• Providing tool demo to new customers for understanding new feature and limitation of product
• Collaborate with different-different team like Monitoring team, Event correlation team for creating auto ticketing in place
• Providing server maintenance every month for application, DB, and reporting server
• Have configured the approval matrix for change tickets as per the business needs
• Good understanding in ITIL workflow and same have been implemented in the tool.