Murugananthan Elangovan

• Monitoring the azure dashboards, if any critical alerts are received, we will create P1 tickets from our end.
• Providing Level 1 support to the servers and web apps in Azure.
• Setting up the bridge call with the DEV team and the OPS team if the issue is at the code level.
• Coordinating with the teams until the P1 closure.
• Fetching the logs from the servers, attaching them to the ticket for the developer's reference.
• Managed and resolved incidents reported by users or detected through monitoring systems, ensuring adherence to SLAs.
• Acknowledging the incoming tickets, and routing the tickets to the right team.
• Initiate the technical bridge upon the Major Incident declaration.
• Engaging the technical manager and technical teams to provide updates in case of major incidents via bridge call, and updating the playbook throughout the call.
• Providing complete Jira ticket operations, such as access, creating, moving, changing the status, connecting to parent tickets, bulk changes, closure, etc.
• Providing 24/7 support for the APAC, Americas, and EMEA regions.
• Prepare and maintain technical documents and standards of procedures.
• Complete management of IT help and content update tickets.
• Creating domains, roles, and users in Sitecore, like Active Directory service.
• Handling web mastering tickets, such as publishing the content, inserting the image, and exporting and importing the site content in Sitecore.
• Provided quality and consistent outcomes in accordance with defined SLAs.
• Monitoring azure metrics such as CPU percentage, 5xx, 4xx error on an hourly basis.

Project Name: Banfield

Tools used: Control M, ,Service Now Project

Responsibilities:

Monitoring the Data load jobs using the Control M application.

Following the escalation metrics and hierarchy level if we get any failures in the jobs.

Triaging the incoming tickets, routing the tickets to the respective team.

Participating in Daily handover call.

Project Name: Coty

Tools used: Data Dog, Shopify, Jira, Slack

· Monitoring alerts or incidents and acknowledgement per defined SLA.

· Monitoring the volume of Incidents, Test for Coty brand websites, in order to trigger the alerts. .

· Triaging the incoming tickets, to qualify the tickets with right priority levels.

. Checking the qualified tickets whether the issues mentioned is reproducible or not.

Troubleshoot and resolve monitoring and logging issues. · Validating the accuracy of incident/Service

request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.

Project Name: GOTO FOODS

Tools used: Azure, Jira

. Acknowledging the incoming tickets, routing the tickets to the right team.

. Monitoring AZURE, if any discrepancy happened, will check the SOP and follow the process accordingly.

. Monitoring AZURE, if any discrepancy happened, will check the SOP and follow the process accordingly.

. Triaging the incoming tickets, to qualify the tickets with right priority levels.

• Taken care of service desk where problem regarding desktop and laptop related issues were solved within the SLA period during E-Helpline
• Troubleshooting and configuration of Outlook related issues
• Creating and managing User accounts.
• Troubleshooting of login related issues creating user accounts and defining their access rights, domain joining.
• Managing active directory users and computers.
• Have work experience in ticketing tools (Remedy, Service Now)
• 24*7 dedicated to ensuring uninterrupted availability of IT Resources.

• Taken care of service desk where problem regarding desktop and laptop related issues were solved within the SLA period during E-Helpline.
• Have work experience in ticketing tools (Jira Service Now)
• Knowledge in safe boot café drive encryption and DLP web sense.
• Maintaining asset inventory of desktop laptops printers and scanners.
• Experience in windows OS installation, troubleshooting of hardware and software related issues.
• Installation and troubleshooting Microsoft patches sscm client antivirus in desktop and laptops.
• 24*7 dedicated to ensuring uninterrupted availability of IT Resources.