Surya Prakash S

• Provided L1 & L2 Support for 24/7 rotational shifts in technical support team.

• Work with Artists and software developers globally, providing prompt front-line technical support for all newly submitted tickets

• Identify and provide solutions to problems reported by users to resolve their issues, working with development teams to investigate and escalate issues when applicable.

• Maintained service level targets as per the service level agreements (SLA).

• Play in front line for taking up unexplored and new types of issues as needed

• Provided L2 Support for 24/7 rotational shifts in technical support team.

• Fix & Manage issues of CG Software, Core Platform and Shotgrid issues across the globe.

• Work and Triage the issues in Support queue like MPC Film and Episodic Software Support, Core Engineering Support and MILL Software Support.

• Provide support for render failures, workflow issues, Dcc/Tools issue, sync failures, etc.

• Work with Artists and software developers globally, providing prompt front-line technical support for all newly submitted tickets

• Identify and provide solutions to problems reported by users to resolve their issues, working with development teams to investigate and escalate issues when applicable.

• Maintained service level targets as per the service level agreements (SLA).

• Play in front line for taking up unexplored and new types of issues as needed.

• Have experience with issue tracking software and workflows (Jira, Service Desk, RT) Knowledge of SDLC, ITIL, and ITSM processes.

• Identifying risk proactively and proposing the solution to resolve them.

• Worked in L1 and L2 support and did service desk activities.

• Created ticket for every query and closed ticket with a confirmation as a incident Management.

• Have to monitor the jobs and need to inform if there is any failure happened.

• Identifying risk proactively and proposing the solution to resolve them.

• Addressing the issues raised by the users and providing relevant information to them as needed.

• Maintained service level targets as per the service level agreements (SLA).

• Have monitored the jobs by using Autosys tool and used for scheduling and reporting the jobs.

• Used WINSCP tool for transferring files from windows to UNIX or UNIX to windows.

• Used Putty configuration tool to access multiple servers.

• Based on the incident, request and change tickets using the Service now ticketing tool and close the ticket.