Senior Product Technical Analyst
Zycus Infotech Ltd
مجموع سنوات الخبرة :4 years, 11 أشهر
• Serving as a first point of contact for all customer-related queries regarding Zycus Products.
• Coordinating with Technical Account Managers and analysts to ensure all deliverables are on time and to get
frequent updates on any reported queries.
• Working actively with multiple internal teams and also with client-side teams to make sure all customer queries
are addressed in a timely manner and customer satisfaction is achieved.
• Responsible for working with customers and internal stakeholders while participating in User Acceptance Testing,
in case any new features need to be added to the product.
• Suggesting effective workarounds to resolve customer problems and escalating the issue internally until a
permanent fix is found.
• Efficient in Incident Management, Change Management, Problem Management and Escalation Management.
• Keeping track of incidents by generating open ticket status report using excel.
• Actively communicating with customers in real-time including both buyers and suppliers using applications like
Exotel for calls and Freshchat for chat communication.
• Responsible for handling the Job of Incident Managers when required by monitoring P1/P2 dashboards and
creating bridges between different teams in case of high-priority issues and following up with different teams
until a resolution is found.
• Setting Notifications accurately as soon as an issue is identified with a product so that customers are informed.
• Providing customers with technical support and information about Zycus products when necessary.
• Organizing and participating in live video calls with customers to help them with technical problems remotely.
• Troubleshooting and resolving complex issues reported through the Help Ticketing system within agreed SLAs.
• Performing system monitoring activities, including verifying the availability of 400+ systems & network devices.
• Organize & schedule upgrades and maintenance without deterring others from completing their work.
• Responsible for monitoring & handling problems related to Routers and Switches in Datacenter / Sites.
• Liaising with clients, field technicians and internet service providers on various network-related issues such as
packet drops, latency, Wi-Fi & power supply issues·
• Supporting the resolution of high-priority major incidents by Incident Management and escalation management procedures.
• Managing incoming telephone calls from customers where required.
• Ensuring consistent, accurate and timely updates to tickets & follow-up to ensure resolution.
• Providing technical knowledge, guidance and mentoring of New Team members.
• Generating Excel and Powerpoint weekly & monthly reports.
• Knowledge of Operating Systems. Installing, configuring and upgrading Operating Systems.
• Proficient in adding and deleting Users, Groups and OU’s in active directory.
• Managing and troubleshooting disk space issues in the servers.
• Monitoring the ticketing console and creating incidents and service requests.
• Acknowledging 600+ alerts received for various issues.
• Observing server status of 30+ regions using SolarWinds.
• Well-versed & hold a strong ability in handling monitoring tools Nagios, Service-Now, BMC-Remedy and SolarWinds.
• Generating reports in excel to know the daily open Incidents, Catalog tasks and Change Request count.
• Route calls and tickets to appropriate resources and Domains that can best support the issue.
• Acknowledging customer emails and providing the requested folder access and various other tasks.
• Training and inducting new hires into the process.
• Keen eye on Customer Service & able to provide 24*7 Support.
• Completed 5 months of Infosys-ILP training program.
• Worked with monitoring tools Nagios, SolarWinds and BMC remedy.
• Raised 400+ incidents and work orders based on customer needs and requests.
• Rebooted & power downed 100+ physical and virtual servers on a weekly and monthly basis.
• Conducted proactive / pre-planned maintenance tasks.
• Generated daily, weekly and monthly dashboard reports using Microsoft Excel.
• Fluently handled calls from international clients with my communication skills.
• Worked in rotational shifts.
Completed Bachelors Degree in Computer Science with an overall 88% ,And passed with First Class Distinction.