WAMIQUR RAB

• ITIL Framework, Infrastructure Monitoring, SNOW, CMDB, Configuration Item (CI), ITSM Integration.
• Ticketing tools: ServiceNow, Service Exchange, JIRA.
• Triaging incidents and multiple tasks.
• Process improvement, governance/adherence, and enhancing productivity of IT operations across multiple clients.
• Driving the resolution of high-priority incidents, including evaluating impact, coordinating remediation across teams, and initiating conference bridges.
• Implementing CSI (Continual Service Improvement) and BCP (Business Continuity Plan) models to enhance IT operations productivity.
• Process improvement through knowledge base and KT sessions, and implementing the Doer-Checker process.
• Maintaining audit metrics.
• Undertaking SOC implementation activities.
• Adherence to SLA compliance (response and resolution), following on-call procedures, and escalation matrix as per roster.
• Raising problem tickets with the required teams for permanent fixes, resolutions, RCA, ETA, and workarounds.
• Playing a significant role in liaising with clients, stakeholders for updates and resolution.
• Seeks/Monitors/Documents updates.
• Elementary Monitoring Tools: Zabbix, Nimsoft, Solarwinds; MoM Tools: Moogsoft, IEM, Events, Alerts; Incident Management (e.g. P1, P2, etc.
• Bridge Calls Handling, Troubleshooting, RCA, Log Analysis, Traceroute, Tunnel, MPLS, S2S Links.
• Collaboration with the DevOps team.
• APM Tools, Dynatrace, and Synthetic Monitoring.
• Alert Suppression, Maintenance Window Application (through queries), Blackout, Downtime.
• Configuration Management: Log level, Log size, Threshold modification.
• DSR Calls, CAB Meeting, Change Management.
• Proactive Heartbeat Monitoring - Health Monitoring.
• Handling client emails, service requests, hotfix deployment in Jenkins, and microservices.
• Azure Dashboard Monitoring (Health and Status Monitoring)
• User server migration (domain change) using Microsoft Intune and hash IDs for Hitachi Energy client.
• Remote migration of the user and carrying out SOPs.
• Queries are resolved through the migration support mailbox.
• Contact clients and attend meetings regarding the migration project and automation of the platform.

Working on Windows Server 2012, administrative operations, and Active Directory.