SNEHASISH MUKHERJEE

• Currently in a Shift Lead role supporting Live Casino operations for Authentic Gaming and IT operations for studios and land-based casinos in North America, Malta, Slovakia, Spain, and the United Kingdom.
• Monitoring Live Game stream status via Elastic, Phenix RTS, Softvelum- Nimble and Backoffice (Internal tool).
• Monitoring Front End servers, DB servers and Network via Grafana and Elastic.
• Configuring stream Channels in Streaming platform applications like Nimble and Phenix.
• Configuring stream channels in Haivision Kullabyte.
• Monitoring Azure dashboard for Game Latency data, Broadcaster Data, Table Processing Data, Operators Monitoring, Transaction error chat, Game Engine Node, Operators dashboard and acting actively when any issues are observed.
• Troubleshooting issues related to Table Adapters.
• Troubleshooting issues related to live streaming -Encoder (Haivision Kullabyte & Vindral).
• Troubleshooting issues related to DUI (Dealer User Interface) tablet.
• Performing Patch updates for Windows & Ubuntu servers.
• Analyzing system logs and identifying potential issues with computer systems.
• Handling queries or issues from different locations gaming studios or Casinos related to roulette wheel issues (Auto or Manual), DUI issues, Video Wall issues, Billboard issues etc.
• Creating, Updating, and maintaining process-related documents or runbook.
• Creating and working on Change tickets- JIRA.
• Creating and working on Technical Incident tickets- JIRA.
• Providing training and guidance to subordinates.
• Experience working with cross functional teams
• Manage SLAs & OLAs and guide the team to triage, identify and implement solutions.
• Reporting on performance metrics such as uptime and working on additional reporting capabilities.
• Support selection of new team members and education according to agreed plan.
• Capable of working methodically in a fast-paced, deadline-driven environment.

• ITSM consultant.

• Monitoring, scheduling and Troubleshooting the application batch jobs through various tools like Dollar Universe by Atomic, Cisco Tidal Enterprise Scheduler, BMC Control M - Mainframe and PC version, OPCON workload automation scheduler, CA Workload Automation tool- Autosys and on any failure of batch job(s) or error.
• Ingest the data, orchestrate, and debug the Batch job pipeline or the datasets via Azure Data Factory.
• Creating Change Tickets and even working on Tasks under change requests to bring down the Queues under Workload Automation tools.
• Monitoring CIs for various clients via Netcool, Zenoss and email notification. Performing initial triage under an incident case then escalating and coordinating with next level technical team until issue is resolved.
• Working on Priority tickets engaging various technical teams in the bridge call and sending our periodic updates to the stakeholders and business unit head's.
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Assist with developing processes and procedures to improve the process knowledge related to various clients and documenting them.
• Primary contact for the teams to be coordinated in major P1’s issues related.
• Ticketing tools used- Service now, Cherwell, Jira, IPcenter, BMS remedy.
• Experience working in a Managed services environment providing application support, with strong knowledge of IT Service Management (ITSM) processes including incident, request, and problem management.
• For P1/P2 incidents, where a vendor is involved, ensuring that the Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.

• It's an IT staffing company. Got placed in Lumen Technologies under the payroll of CBSI.

Clients worked for:

Washington Gas Project.

Walmart Labs (Walmart Global eCommerce NOC Team)

• Responsible for monitoring and managing the health of production eCommerce websites like Walmart.com, Sam's Club US, ASDA, Walmart Canada with ownership of maximum uptime round the clock on private cloud infrastructure – Pangaea ( OpenStack ) and Azure.
• Experience in working with Kibana, Grafana, medusa, Cronus, Graylog, Dynatrace Keynote and Nagios.
• BladeLogic application was used to process Batch-related requests.
• Worked as a scribbler in P1 and P2 issues, opening critical bridges, engaging teams, and working closely with teams to restore the service.
• Excellent knowledge of Change management, Incident and Problem management.
• Monitor Network, System health of Walmart sites, including systems administration and escalation of problems.
• Excelled in using monitoring tools like Grafana, Kibana, Splunk, Dynatrace and New-Relic.
• Responsible for handling the shift, which includes incident management, Event management and operations management.

Washington Gas Project (NOC team)

• Monitoring servers, Sites, URLs, Applications, Network devices and SOC devices via Zenoss, Dynatrace and PRTG.
• Monitoring and scheduling of batch jobs for various applications such as Open CIS (control M enterprise manager), Powerplant, Lumigent, Automate 5.5 Task administrator, Informatica Workflow monitor and manager.
• Working on Tasks under change requests for Batch Job related.
• Log into the servers via RDP and work on issues like memory utilization, disk space issues and CPU utilization.
• Worked as a part of Incident Management & Problem Management - To Host and Join the outage bridge calls, notify the appropriate team or on-call support and coordinate with the Service Manager.

Clients worked for:

Symantec (NOC Team)

• Responsible for monitoring sites, applications, databases, data centers and servers, networks, desktops, and other endpoints using the Netcool Omnibus tool.
• Monitoring and scheduling of Batch Jobs using UC4 V8 Automic application, Informatica workflow monitor and manager, Oracle apps- Oracle E-business suite.
• Working on EDI (Electronic Data Interchange) Gentran Sterling Integrator for Reprocessing and Requeuing manual invoicing requests regarding different Business Processes by various users.
• Running and debugging Batch jobs in the Production environment. Worked on Defect tracking & reporting.
• Working on Informatica Power Center Workflow Manager & Monitor 9 tool and processing various manual requests in it as per user request.
• Participation in Change activity owning tasks and performing the steps as per the deployment plan.
• Manage P1 and P2 incidents that have the highest impact on the business & restore normal service operation as quickly as possible and minimize the adverse impact on business operations.
• Provide timely communication of critical service interruptions to leadership and clients.
• Continuously follow up with the technical support team for relevant notification updates per SLA and drive resolution.
• Engage any internal or external vendor resources needed to quickly restore service and follow up with support team personnel to ensure root cause analysis completion.

• IT staffing company. Got placed in Mphasis Pvt Ltd.