Suresh Dhingra

Responsibilities:

Technical Support & Troubleshooting:

• Provide Level 1, Level 2, and Level 3 support across multiple applications and projects.
• Specialize in OTT platform troubleshooting, Linear Channels troubleshooting, and device restarts.
• Troubleshoot and resolve Windows AD, RDC, Image Automation, and STB issues.
• Perform log-based analysis using Grafana for issue diagnosis.
• Work with Linux servers for Video on Demand (VOD) Headend, including asset repatching via Putty and WinSCP.
• Troubleshoot issues for StarHub (TV+ Android App & Telecom Provider in Singapore) using AWS Britive logs and ADB (Android Debugger).
• Act as an Incident Manager for P1 issues (work-stoppage), coordinating with vendors and third-party providers.

• Respond to customer emails, calls, and live chats, diagnosing and remotely resolving technical malfunctions.
• Work with customers based in London, USA, Singapore, Cyprus, and France.
• Engage in customer-facing meetings to understand business requirements and provide tailored technical solutions.

• Utilize monitoring tools such as SolarWinds, Aspera, Kibana, Adoniss, NetApp Storage, Exceptions Queue, and Grafana for server health monitoring.
• Track SLA metrics such as first response time and restoration time.

• Automate web series, season, and movie images in Jira as per specific image type requirements.
• Configure and manage Zendesk and Jira Ticketing Tools, including:Reports, Filters, Views, Macros, Triggers, Rules, and Dashboards.
  

• Work with Oracle SQL Database, Microsoft Azure DB (Explorer), PG_Admin 4 DB, and Azure Web Jobs Portal.
• Manage Web Application Firewall (WAF) Portals, handling IP whitelisting and access management.

• Participate in SDLC, Sprint, Agile, and SyncUP meetings.
• Design escalation matrices, SLAs, POAs, and runbooks for multiple applications and projects.
• Prepare and present monthly, quarterly, and half-yearly reports on:Tickets, SLA achievements, project performance, team productivity, and tool utilization via PowerPoint, Excel, and flow diagrams.
  

• Work with Virtual Remote Machines, including Windows RDC, Virtual TV, and Virtual Android Phones.
• Utilize mRemoteNG, FileZilla, and WinSCP for system access and management.

• Responsibilities
• ServiceNow Management:Manage and address daily tasks on the ServiceNow tool.
  Process online forms related to IT hardware allocation for new hires, ownership changes, new hardware requests, loan extensions, etc.
  
• IT Support & Troubleshooting:Provide solutions related to Print Servers, VMware Horizon, and Active Directory.
  Configure and troubleshoot Windows laptops and Apple MacBook devices.
  Perform MDM enrollment and certificate updates for MacBooks.
  Install, repair, and analyze hardware, software, and peripheral equipment.
  
• User & Asset Management:Manage IT asset allocations for new hires and relocations across India and APAC sites, ensuring role-based provisioning.
  Provide VDI access through VMware Horizon for new hires in India and APAC.
  Ensure compliance with hardware, software, and security policies while providing user support as per SLA guidelines.
  
• Collaboration & Vendor Management:Work closely with IT and non-IT stakeholders to deliver optimal service and incident resolution.
  Maintain relationships with PC vendors for hardware and software procurement, as needed.
  
• Project & VIP Support:Ensure timely and priority support for VIP customers and critical project requirements.
  Participate in POCs and global PC projects, including testing new-generation devices (laptops, MacBooks, iPads, and other hardware).
  Provide IT support for specific projects, including PC and network setups for meeting rooms, town halls, and other business events.