Noel Das

Conducted an analysis of software application functionality, suggesting improvements through change validation, and also worked on incident management across various projects.

Ensured optimal front-end and back-end functionality, maintaining green builds, and minimizing server issues.

Project Name: Cigna ( Application Support Management )

• Regularly monitored incident and problem management.
• Worked on technologies like Datadog and Splunk to track logs and analyze root causes of different issues across the system.
• Using tools like Dynatrace for alerting and reporting of infrastructural issues, like system outages due to local power interruptions.
• I have handled performance issues, such as a decrease in response rate, and managed to handle high-priority cases within SOP.

Project Name: Kingfisher (Application Support Management)

• Participated in regular team meetings, project sprints, and brainstorming activities to meet new and changing business goals.
• I have managed to handle complex projects in an agile environment by daily monitoring and maintaining health check server reports
• Provided user training to subordinates and other team members via user documentation and by preparing training materials.
• Managed to work with various stakeholders across the globe and within the team.
• Provided time-bound resolution of issues, and managed to maintain service requests and standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Worked with Atlassian Jira and Confluence.

Project Name: British Telecom (Role - Dev Support)

• Collaborated with Dev team, CIT, E2E testers, and business partners to resolve daily issues within SLAs using Jira.
• Performed root cause analysis for assigned bugs, delivering prompt resolutions to enhance application performance.
• Worked with Atlassian Jira and Confluence.
• Managed code migration across environments, facilitating smooth deployments in Agile methodology.
• Monitored incident and problem management in ServiceNow, ensuring timely resolution of tickets to reduce incidents.
• Oversaw server health checks for Production and Test environments, preventing disruptions to live operations.
• Ensure proper recording, documentation, and closure of support tickets as per IT Service
• Worked on development requirements and test script checks using tools like IntelliJ IDE
• Provided second and third level of technical support and troubleshooting to various parties