Rakesh Rao

Project: Customer Support L1 & L2.

Team Size: 30+

Company: Securonix

Role: Team Lead Technical Support.

Description: Maintaining applications servers of 50+ Pods having 300+ tenants, providing support to issues raised by the customers in the application user interface(UI). Manages Securonix knowledge objects (Apps, Dashboards, Saved Searches, Scheduled Searches, Alerts)

Responsibilities:

• Leading team of 30+ members across shifts with 24/7 coverage.
• Supervised a team of administrative staff, providing guidance and support to ensure successful completion of tasks
• Manages Securonix knowledge objects (Apps, Dashboards, Saved Searches, Scheduled Searches, Alerts)
• Experience with security monitoring, logging, auditing tools, and SIEM solutions.
• Experience with analysis and monitoring software such as Spotter (Securonix SIEM) and Splunk.
• Proficient in Incident Management and Response, handling escalations.
• Knowledge of various operating system flavours such as Windows, Linux, Unix, and Mac.
• Providing support to issues raised by the customers in the application user interface (UI), both SAAS environments and On-Prem customers.
• Working on app down issues and providing RCA to customers.
• Deploying regular patches and Hotfixes to fix the issues.
• Collaborating with developers to fix the issues which required code change still the resolution and RCA provided to customers.
• Provided technical support to customers over the phone and via email and tickets resulting 4.8+ customer satisfaction rate on average.

Project – CEP, Client: Autodesk.com Team Size: 5+

Company: Kelly Services India Pvt Ltd (Payroll).

Role: Web Operations Analyst.

Responsible for maintaining the various Autodesk web applications hosted using AWS along with other Autodesk On-Premises Web applications.

Responsibilities:

• Maintaining the services/processes of CEP (Customer Engagement Portal) and 50+ other upstream applications of various application platforms like Apache tomcat, JBoss and Nginx hosted in Autodesk datacenters as well as hosted using AWS.
• Working as a backup for our Team Lead during his unavailability and leading all the team members to effectively plan and execute all the requests received by the team.
• Effectively managing the AWS resources to optimize the operational cost.
• Creating, modifying & deleting EC2 Instances, ELBs, Autoscaling Groups, CloudWatch alarms, etc. during the code deployments/releases to the AWS applications.

Project – WEBSITE MONITORING Client: Art.com/www.art.com and www.allposters.com Team Size: 5+.

Company: Ness Technologies Limited. Role: Software Engineer- Production support (L2)

Description: The purpose of the monitoring team is to ensure the Availability and performance of 100% of 28 websites and their web servers and Database servers spread across 25 countries (24/7). Responsibilities:

• Involved in the configuration of various Windows services and IIS management.
• Responding and resolving issues as per the client's SLA.
• Proactively monitoring the health of servers.
• Documenting the issues with a resolution for future reference of the team.
• Communicating with different teams to get the issue fixed.
• Preparing weekly and monthly reports.
• Handling escalations.
• Conducting knowledge-sharing sessions for Interns and Trainee engineers
• Raising RCA (Root Cause Analysis) and keeping track of the same.
• Managing technical issues raised by L1 and Customer care support agents.
• Managing and monitoring logs and application server administration.