Nikhil Vivek

Content Management System Support

• To ensure smooth delivery of content published from Quark Publishing Platform to S&P Global's Connect portal.
• Escalation and root cause analysis collaboration with business and development teams.
• Monitor running and scheduled jobs in Tidal Workload Automation hosted in AWS server environment.
• Provide support and administration for S&P Global's Connect API.
• Provided technical assistance to customer queries by exploring new types of solutions for their problems.

Backup and Storage support

• Perform Incident management and Request management for the backup/recover and archiving infrastructure.
• Implemented backup solutions for data protection, minimizing risk from hardware failures or cybersecurity threats.
• Monitoring critical alerts and jobs and performing basic troubleshooting and coordinating with higher level teams for next level action.
• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work process.
• ·Involved in hardware replacements such as failed disk replacement and faulty cable replacements.

Production Support

• Software deployment support in staging and production environments.
• Investigate, analyze, troubleshoot and identify the faulty piece of code for production issues.
• Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
• Analyzed existing systems and databases and recommended enhancements to solve business needs
• Monitored daily scheduled jobs and took action for failed jobs.