ASSOCIATE-TECHNICAL
BOTREE SOFTWARE INTERNATIONAL PVT. LTD
Total years of experience :6 years, 9 months
This is a Web based Application used by Bharti Televentures Ltd for the purpose of billing of its prepaid coupons consisting of SIM and RC coupons and also for the billing of Easy Recharge or lapu to its distributors . It consists of two separate applications one for Mobility Prepaid coupons (SIM/RC Coupons) and other used for DTH Telemedia services. It is used for Primary sales automation (Prepaid) & pushing data into Oracle Financials AR (used by Bharti for its Accounts & Finance maintenance).
Responsibilities
Project implementation, support and maintenance, Troubleshooting, performance Monitoring, Operations Support in Production Environment at Server Side.
Configuration and review of server, monitoring customer specific incidents to ensure service level metrics are met, analysis of incidents and identification of root cause, Issue tracking, analysis and resolution management for customer and projects.
Regularly attend calls and resolve issues like application outage, issue impacting multiple users, revenue impacting key function issues in the Application.
Ensure resolution of issues within the defined SLA (Service Level Agreement), post production of application support, creating the implementation plan for various activities, initiate crisis calls to resolve the issues which impact multiple interfaces.
Maintaining reports of overall revenue of Bharti, SLA reports, User Management, Incident management and publishing the same to Bharti top level.
Major role in critical activities or any Down time / up gradation related to application or system.
Managing smooth data transfer from our application to various other applications integrated with the system
Responsibilities include checking the Logs, Testing the application, detecting & rectifying the problems.
I am involved in the maintenance and support of the product by means of consistent checking of logs as well as physical real-time checking, system disk management, schedule Crontab, manage user group permission, monitoring of server (cpu, memory disk, network utilization)
Working on activities such as password change, database management and testing on behalf of business for the product in the live environment.
Making changes in existing database as per business requirement.
Sound Knowledge of downtime, DR & HA activities.
Having Knowledge of Batch files, jobs scheduling, SQL Loader in SQL Developer.
Designing and automating various Reports required by all circle Users and Deliver with Stakeholders on daily/weekly and monthly basis.
Bug detection and get it rectified in co-ordination with Developer.
Managing Central Helpdesk to provide Technical and Operational Support to Bharti Users
Working as a SD Shift Lead and handing a team of 10 Service Desk L1 Agents.
* To Ensure team is able to meet all SLA (Calls, Mails, Tickets)
* To roll out all Alerts, Notifications & Process updates.
* Acting as a single point of contact for all the Critical incidents and is held responsible for remediation of the issue reported in set time frame.
* Ensure recording of incident and problem analysis outputs in the incident/problem management database.
* Ensure rapid response and clear communication strategies regarding the reported INC’S to clients, users and all key stakeholders are well informed.
* Provides consultation of process improvement and drives the initiatives.
* Creating training plans for the team for skills enhancement.
* Resolving business issues and opportunities within set time frames.
* Addressing incident resolution issues in accordance to procedures.
* Ensure that the Industry Standards are compiled and the goals of the Incident Management process are achieved. The main objective is to restore normal service as soon as possible. Normal service should base on customer perspective and should be explicitly be defined in a SLA.
* Initiate, follow and complete the Critical Management Process & intimate all VIP's, Managers & stake holders about all Critical Incident through Alert, Text & bridge.
* Preparing deck of Problem management and following up with the concerned team for the RCA and problem ticket closure.
* Involving the resolver groups/teams required to drive an incident ticket.
* Ensuring that all the actions taken to resolve an INC is tracked and is well documented.
* Preparation of Daily Client reports & Application Outage communications.
* Involved in updating KEDB (Known Error Database) and KPI (Key Performance Indicator).
* Coordinated activities by change management, business continuation, vendor technical management and problem management for return to service and problem mitigation supported by an international team of IT professionals to assure 24/7 availability.
* Escalated and communicated in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.
* Negotiated business acceptance of workarounds and schedules for fixes.
* Engaged external service vendors to facilitate return to service to meet contractual SLAs.
* Documented service interruptions and analysed for ITIL operational metrics and SLOs.
* Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.
* Escalation Management: To ensure all escalations are managed within the Accepted time lines & and also to keep the management updated about the escalated issue.
* Quality check on daily basis and share data with Management.
* Conducting Monthly Tests for the team and share report with the management.
Reporting Responsibilities:
* Sharing ACD SLA report with the Management on daily basis.
* Sharing the pending tickets with the team and other department on daily basis and get them closed.
* Preparing & updating the Incident & Critical Incident Management Tracker.
* Preparing Deck of Problem Management.
* Validate & share the Agents daily Login/Logout and Schedule adherence report on daily basis.
* Preparing Roster for the team
Responsibilities
* Providing support with ELIXIR and MAXIMO Tool which used for Log Incident/ Request for IT related problem.
* Serve as the initial point of contact (Service Help Desk) for resolution of Desktop/ Workgroup/ ID/ Asset-related/ Network/ Server Problems in a 40000-user environment. Troubleshoot research, diagnose, document and resolve technical issues.
* Working in Client-Server Architecture and coordinating with IBM Infrastructure Team.
* Provide Support for troubleshooting regarding Software Issue (Installation/ Uninstallations/ License Issue/ etc.) ID Unlock/ Create/ Modify/ Reset/ Restoration in AD (ACTIVE DIRECTORY) any IT related Issue.
* Tracking and taking follow-up for any Outage or Planed activity by coordinating with concern team (Server/ Sys Admin/ Network/ etc.) for Up or resolving the issue.
* Using LOTUS NOTES for provide E-Mail support & for Reset and Digestion of passwords for Different-2 IDs.
* Preparing repots for Real-time, AHT, Thin client, Dash Board, Handovers, Performance & MIS Reports Etc
Techanical Service Desk(Level 1
for MCA/ BCA Students.
Responsibilities:
* Students query resolution.
* Monitoring and Managing of Classes for MCA/ BCA Students mainly for Computer Languages like ASP.NET, VB.NET, C#, C++, C, VB-6.0, Sql, Core Java, etc.
* Provide the Training Classes for their Final Years Project (in ASP.NET with SQL-SERVER)
MCA
BCA
12 th
10 th