Parthasarathy Venkataseshan

• Role1 (i) Product Support:
• Provide end-to-end support for the Cognizant Automation Portal hosted in Azure Kubernetes Services (AKS)ensuring 24/7 availability.
• Assist COP team or developers in diagnosing and resolving issues related to automation use cases developed in the Cognizant Automation Portal.
• Facilitate developer requirements, track work items, and follow up with the product team to fulfill requests and enhancements.
• Collaborate with DevOps team to automate deployment pipelines and streamline the process of deploying new release version of cognizant automation center to AKS clusters
• Amend Standard Operating Procedures (SOPs) to optimize configurations and address observed issues, raising bugs to the product team for hotfixes.
• Continuously monitor the performance of the Cognizant Automation Portal to ensure availability and prevent disruptions to accounts using automation use cases.
• Provide on-call support for P1 issues and ensure timely resolution within defined SLAs.
• Conduct root cause analysis for Production incidents and performance degradation, proactively identifying and implementing solutions to prevent recurrence through problem ticket
• Coordinate with internal teams and external vendors to investigate security incidents, perform root cause analysis, and implement remediation actions.
• Role 2 Azure Database Administrator:Common activities includes below
• Querying Data for Monitoring and Performance Tuning
• Analyze trends in restart counts, uptime, and resource utilization of containers running in Azure Kubernetes Services (AKS).
• Configure alerts and notifications for security events and incidents detected by Azure Firewall and other monitoring tools
• Monitor the Web Application Firewall (WAF) for incoming traffic. Enforce custom rules to protect web applications from specific threats. Block sessions originating from IPs not whitelisted, based on predefined rules.
• Role 3- PostgreSQL DB -Monitoring, analyzing, Querying Data and Manipulate Data for performance tuning depending on requirement and complexity of PostgreSQL environment
• Monitor the performance of the database and ensure optimum performance.
• Identify potential issues in the database and solve them.
• Maintain backups and perform disaster recovery in case anything happens to the database. Back up and Recovery.
• Vacuuming and analyzing/checking database statistics

• Delivering exceptional customer service and technical support to Technip Energies clients worldwide with respect to Energy resources-related software, Microsoft applications, engineering software applications such as CAD, AutoCAD etc, and Adobe products.
• Assisting customers with subscription management, installation, VPN troubleshooting, Outlook technical support (OWA and Outlook client), SharePoint, UCS, Teams, and various engineering software application issues.
• Guide customers through software installation and configuration processes.
• Troubleshoot VPN connectivity issues and provide resolution or escalate as necessary.
• Provide support for UCS (Unified Communications Suite) and Microsoft Teams.
• Troubleshoot and resolve issues related to Microsoft applications such as Word, Excel, PowerPoint, and others.
• Address software application issues specific to engineering field, including subscription management, licensing, and usage.
• Assist with Adobe PDF subscription management and troubleshooting
• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.

• Role - CRISIT Management:

Initiate Critical Situation technical bridge during critical and high impact incidents

Send email notifications containing incident information and bridge details to relevant stakeholders.

Coordinate service recovery efforts and engage appropriate resources to address the incident.

Ensure proper escalations are made as needed to expedite resolution.

Deliver timely status communications to business stakeholders, keeping them informed of the incident's progress.

Attend daily Scrum calls (Daily Standup) to provide updates on work progress, discuss any impediments, and collaborate with team members.

Share relevant information and updates on tasks, achievements, and challenges.

Actively listen to other team members and offer support or assistance when needed.

Proactive monitoring and management of all incidents logged during the defined scope of service hours

Incidents & Change Requests done by all Infra L2 teams will be audited on weekly basis and sending reports on same for the improvement plans.

Managed customer relations through communication and helpful interactions.

Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.

Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Prioritized helping customers over completing other routine tasks in store.

• Role 2 Problem Management

Prioritize problems based on their impact on business operations, severity, and the potential for recurrence. Critical issues affecting key functions take precedence

Employing thorough analysis, using tools and historical data, to pinpoint the underlying causes of issues. Collaboration with relevant teams to Identifying Root Causes

collaborate closely with various IT teams by fostering open communication channels and sharing relevant information to collectively address and resolve problems.

Proactively implement preventive measures by using data-driven insights to anticipate potential issues, applying patches, and continuously improving system configurations

KPIs for Problem Management: Key performance indicators include Mean Time to Recovery (MTTR), recurrence rate, and user satisfaction surveys to gauge the effectiveness of problem management.

Regular communication with Stake holder to updates on the status of the issue, expected resolution times, and preventive measures being taken are key components.

• Providing Level 1 Support for all Networking Devices (Router, Cisco Switches, Cisco AP and Wired & Wireless devices, Access Point, WAP)
  Monitoring all Network related alerts and assigning it to appropriate vendors to help resolving tissue on all Priorities (P1 to P4) post done with 1st Level checks
  Participate in weekly meetings to discuss progress and probable issues and solution to overcome
  Monitor alerts of all Motorola Supermarkets, BWS, Petrol, Big W & Dan Murphy's WiFi infrastructure
  Responsible to keep informed all IT Support Teams about all stores infrastructure in relation to store closures / openings / temp refurbs prior logging Hardware/Software calls to avoid unnecessary call outs
  Maintain and support VM server operations for 1st level triage
  Report to relevant teams on all upgrades and changes to any store whoever involved
  Prioritizing all incidents based on SLA and the impact and correlating the cases accordingly to minimize the incident and maintaining the SLA
  Checking the kickback incidents from the support team and investigate base on the issue report and route the case to the appropriate vendors and pushback the incidents with the appropriate information and escalate accordingly to reduce the downtime vice versa.
  Collaborated with cross-functional teams to develop innovative solutions.

• Provided Technical assistance to NAM, UK & Australian customer's regarding Norton Antivirus Installation, configuring antivirus Updates and renewing antivirus subscription
  Provided extensive support in virus removal
  Provided technical assistance in installation related issue
  Provided remote assistance to resolve installation related issue and virus issue.
  Created and developed detailed work plans to meet business priorities and deadlines.
  Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  Conducted regular reviews of operations and identified areas for improvement.

• Coordinated project tasks among multiple departments.
  Documented technical workflows and knowledge to educate newly hired employees.
  Worked closely with peers to identify issues and provide suitable resolutions.
  Tested new applications for usability and adherence to code plan.
  Worked with developers to identify and remove software bugs.
  Inspected equipment, assessed functionality, and optimized controls