Snehasish Mukherjee

• Led a NOC team of 7 engineers supporting IT and iGaming integrity operations for Authentic Gaming studios and land-based casinos based in The United States of America, Malta, Slovakia, Spain, the United Kingdom, Mexico, Denmark, Canada, and India.
• Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process.
• Conducted performance reviews and implemented Action Plans for Improvement needs.
• Led cross-functional weekly review meetings to analyze incident trends and share strategic solutions that decreased repeat incidents.
• Played the role of Major Incident Manager in case of major incidents by engaging technical teams until resolution, while also managing communication with business stakeholders.
• Developed and implemented plans to address SLA breaches and improve service levels.
• Prepared post-incident review documents and attended problem management review meetings.
• Ensured all findings and resolutions were documented as Knowledge Articles, updated in the Known Error Database (KEDB) and communicated to relevant teams/stakeholders.
• Acted as the main point of contact for change requestors or change initiators to liaise during the Change Management process.
• Managed and resolved incidents related to Control-M scheduling to maintain the smooth operation of batch processes.
• Managed (Configuring, supporting and troubleshooting) live Streaming encoders like Haivision Kulabyte, Phenix RTS and Nimble.
• Performed Windows and Ubuntu server patches.
• Used Azure dashboard for Game Latency data, broadcaster data, Table Processing Data, Operator performance, Transaction error and Game Engine Node.
• Used Elastic Search and Grafana for Monitoring System metrics, Network Devices, APM etc.
• Worked on reports like SLA performance reports, RTP (Return to Player), Ageing tickets, auditing different team(s) incident tickets and communicating results to stakeholders.

• Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams, including application, infrastructure, third-party suppliers, and business units
• Communicated ongoing incidents to customers and internal stakeholders.
• Facilitated incident mitigation, recovery, and resolution for high-risk incidents, ensuring prompt and efficient response.
• Review and analyze Post Incident Reports (PIRs), supporting Root Cause Analysis (RCA) with Problem Management.

• Worked as a Shift lead, assisted with developing processes and procedures to improve the process knowledge related to various clients and documenting them.
• Application batch operations- Monitored and scheduled the application batch jobs using tools like Dollar Universe workload automation tool, UC4 workload automation tool, Cisco Tidal Enterprise Orchestrator & Scheduler, BMC Control M - Mainframe and PC version, OPCON workload automation scheduler and Autosys.
• Data ingestion, orchestration, and debugging of the Batch job pipeline or the datasets in Azure Data Factory.
• Hands-on experience in Major Incident management and Change management process.
• Monitored configuration items for various clients via Netcool, and email notifications and conducted initial triage for the alerts or events.
• Worked on Priority tickets, engaging various technical teams in bridge calls and sending our periodic updates to the stakeholders.

CBSI Global is an IT Consultancy firm and got placed in Lumen.

• Monitored and managed the health of production eCommerce websites like Walmart.com/ Sams Club US/ ASDA/Walmart Canada with ownership of maximum uptime round the clock on private cloud infrastructure - OpenStack and Azure.
• Monitoring tools used- Zenoss, PRTG, Kibana, Grafana, Graylog, Dynatrace Keynote, Nagios and New-Relic.
• Application batch operations- Scheduled and Monitored Batch jobs in Bladelogic Server automation tool, Open CIS (control-M enterprise manager), Powerplant, Lumigent, automate 5.5 Task administrator, Informatica Workflow monitor and manager.
• Worked on Windows and Unix server alerts like High memory, CPU, and disk usage alerts or incidents.
• Major Incident Management- Worked as a part of the Major Incident Management and Problem Management team, to host and join bridge calls, notify the appropriate team or on-call support and coordinate with the Service Manager.
• Responsible for creating and maintaining user accounts in AD.
• Change management- Created and worked on change tickets.
• ITSM tools used- ServiceNow, BMC Remedy.
  

- System Monitoring: Continuously oversee IT systems to detect and address issues promptly. Used Netcool Omnibus to Monitor the CIs, create tickets in BMC Remedy perform initial troubleshooting steps, record them, and escalate the issue with the L2 and L3 teams if required.
- Application Batch Operation- Scheduled and Monitored application Batch Jobs using UC4 V8 Automic application, managed and maintained workflows in Informatica workflow monitor and manager, and managed processes in Oracle apps- Oracle E-business suite.
- Major Incident Management- Managed P1 and P2 incidents, drove bridge calls and engaged relevant teams. Provided timely communication of critical service interruptions to leadership and clients.
- I participated in the Change activity, which is responsible for tasks and performing the steps according to the deployment plan.

Magna Infotech is an IT consultancy firm. Got placed in Mphasis.