Shreya Kirdak

Application Support Engineer with over 1.5 years of experience at Smartmatrix Digital Services Pvt. Ltd. Demonstrated ability in technical support and troubleshooting, utilizing tools such as SSMS, Putty, and ServiceNow. knowledge of SQL, Linux, and ITIL principles, complemented by scripting skills. Committed to providing exceptional customer support and optimizing application performance.

British Telecommunications (BT), telecommunications, British Telecom, UK, or Field Plan 7, production/QA, British Telecom is the largest telecom service provider company in the UK, and they are providing services directly to the customer. The aim of the application is to automatically generate plans; it will generate two types of plans: the first is a deployment plan, and the second is a capacitive plan As a human being, 400,000 requests and 100,000 technicians are not planned manually; that's why this application is in the picture, or FieldPlan 7 application is used by resource managers/planners; they are end users of that application They use this application for reactive planning, and the field plan is basically a demand planning tool for the number of jobs required during the specified period

• Responsible for doing a daily application health checkup
• Responsible for joining calls with end users, the development team, the DBA team, etc
• Responsible for handling service requests
• Responsible for change management, release, and deployment
• Responsible for clearing pending emails and resolving tickets
• Monitoring the jobs by using the Control-M job scheduler
• Monitor the performance and availability of applications to ensure they are functioning as expected
• Responsible for the incident management process
• Troubleshoot and resolve any issues that are raised by end users
• Responsible for resolving issues or incidents within SLA time
• Provide root cause analysis (RCA) for recurring incidents, and report any critical incidents to higher management
• Escalate unresolved issues to higher-level support teams.
• Ensure that service level agreements (SLAs) for application support are being met.
• Check logs in case of failure of control m jobs and escalate it further to respective team.
• Sharing daily status report to higher managements.
• Attend Weakly Client Meeting and Daily Scrum Meeting on Bridge call.

• English
• Hindi
• Marathi