Nikhatjahan Desai

Technical writer for OT Security Appliance (OSA) R&D team, Siemens, China

• Understand the overall security mechanism and configuration of the OSA system from the Chinese R&D team(Mandarin) and build documentation such as User guide, Installation guides, Migration guides for the global users/customers in English.
• Delivered comprehensive technical documentation including architecture diagrams, design specifications, and user guides for easy reference by colleagues or clients.
• The role also involved testing the system to provide accurate and easily understandable explanation to the global users.
• Also involved in the documentation like FAQs, SOPs for the support team.
• Increased team productivity through effective collaboration, clear communication, and regular progress updates.

• Providing Support in Asset migration for migration of servers from On-Prem to Cloud
• Asset Publishing based on the metadata and access levels
• Leading a team of 5 members in supporting the on-prem asset migrations to cloud
• Responsible for organizing, managing, and migrating thousands of assets involved
• Working on Unified Asset Management (UAM) portal and Intel Digital Library for asset publishing and management
• Recreation of old assets to fit into new standards using tools like Intel Digital Library, Abode photoshop and Intel Asset Manager
• Manual involvement in DAM(AEM) Asset cleanup periodically
• Troubleshooting asset related incidents involved in the migration

• Providing production Support to all the responsive web pages and RDC Application for Intel Corporation built using Java, JSP and Angular JS and reside on AEM (Adobe Experience Manager)
• Providing support for RDC applications and more than 700 responsive web pages built using JAVA, Angular JS, and JSP that reside on AEM
• Working on Service requests, Incidents as per priority on the Service Now (ISMP) tool
• Working at Level 2 tier to trouble shoot high and critical priority tickets within SLA limits
• Analyzing discrepancies after every release and creating defects and problem tickets to rectify the same
• Agile methodology is adopted to do the same
• Attending Release calls and provide support throughout the successful version release and perform sanity testing at the end of the version release
• Handled client escalations
• Authoring and Publishing Knowledge articles to reduce number of escalations to the L2 queue
• Resolved technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
• Provided technical and functional recommendations based on project requirements.

• Provide Level 2 overall Infrastructure support by performing SME Tasks for business-critical applications, which includes incident handling, Service Requests, Change management and Voice call support over IPC
• Tech infra provides support for the applications and user requests and supports various tools used for alert monitoring like TSN
• Monitoring daily jobs in Autosys
• Handling Severity/Incident situations (GIM) and Solving User requests (SRS)
• Server Management and Monitoring
• Active interaction with User and clients alike, handling Escalations
• Perform BCP for smooth business continuity
• Working on File Transfer System - In-house product and external tool SEFT for FTP/SFTP/HTTPS file transfers, troubleshooting
• QIP-IP Management - DHCP, DNS, Concepts, services, troubleshooting
• Kerberos - Rate limiting, Krb5
• Assisted in the development of user guides, training materials, and documentation for better understanding of applications.
• Coordinated with developers to improve application functionality based on user feedback and requirements.