Ramza Shamsunisa

Tasks
Provided L 2 technical, application and infrastructure support (incident, change, problem management) and maintenance to production systems. Monitoring production processes and analysis of Real Time Data coming from rig site across various clients and the modules in RTWE application.
Troubleshoot and resolve issues in Servers/VMs to ensure data availability.
Collect and evaluate data collected from Cassandra DB and Kafka topics, resolving issues within SLA reported. Deploy, configure, and update software as needed. Hands On experience in troubleshooting Linux servers.
Maintain professional customer interactions and acknowledge tickets promptly

Proficiently handling complex data extraction from databases followed by result optimization in Excel. Monitored KPIs and generated reports based on SLAs, while tracking performance against goals. Communicate with clients via email, call, tickets to understand their requirements and expectations. Provides technical expertise to internal and client stakeholders, during all stages of client lifecycle.
Conduct root cause analysis for production errors, implement permanent fixes and documenting them.