T24 Support Engineer
First Abu Dhabi Bank
Total years of experience :8 years, 0 Months
• IT Operations - T24 EOD Process.
• COB (Close Of Business) Execution, Monitoring & Troubleshooting.
• Monitoring & Reporting daily downstream files generation on T24.
• L1 Troubleshooting on COB issues facing upon day to day execution in SIT & UAT.
• Batch monitoring and processing of EOD jobs of Murex in BMC Control-M.
• L1 troubleshooting on any job issue on Control-M and reporting to the next level admin team with the clear analysis.
• Supervise the assigned shift and make sure every request to be fulfilled and handed over to the requestors.
• Developed standard operating procedures and document workflows for current and future process steps.
• Regular follow-up on the Defect tickets raised for the EOD issues.
• Have provided COB operations support during R13 to R18 upgrade and Integration.
• Ensure that activities within a process are being performed at a high level of quality and that it meets its Operational Level Agreements.
• Gathered data from EOD related incidents that had been remedied for careful review and analysis to prevent future events.
• Worked closely with other team members in such tasks as troubleshooting and debugging.
• Carried out day-to-day duties accurately and efficiently.
• Incident Management.
• Monitoring of all services right from server level monitoring to transaction level monitoring and engaging respected technical persons if found any issues.
• Raising incident tickets in JIRA tool for the issue which qualifies as an incident by monitoring/from client requests and getting it checked and resolved by technical team after my first level investigations and observations.
• First level investigations will be performed for each issue I receive from clients or end users and get it tested (replication), worked and resolved by technical teams and take confirmations for closure of issue from clients or end users.
• L1 support to Cardholder support team, Fraud and Risk, KYC, Finance and Product teams.
• Configuration checks on DB Level, Decision Engine Level & Program level.
• Daily (every shift and EOD) report will be updated to higher management.
• Tools used for monitoring - Splunk, Monitis, Flux, Oracle MySQL Enterprise Monitor, PRTG Monitor, Uptime Robot, Kibana & Graphana.
• Bridge call set-up on critical issues with FIS & client which hamper regular services like outages, etc.
• Email notifications will be sent to business partners and third parties when we have any service outages.
• Service Management.
• Monitoring alerts from Cloud Servers in remedy tool and assigning those to tech teams.
• L1 technical support for Cloud Servers.
• Follow-up on P1 & P2 incidents and engaging Major Incident Management Team.
• Assigning tasks to technical team based on customer requirement.
• Follow-up on regular changes.
• Assigning tickets to the respective teams.
• Creating Incidents & Changes in BMC Remedy tool.
• Participating in Service Review calls on regular basis with senior management to inform on Daily/Weekly/Monthly activities.
• Chasing up on aged incidents and changes and get it closed by the technical teams.
• Monitoring SCOM alerts and SCO for Server health checks.
• (Windows) - IT Support Key contributions.
• Windows System Administration
• Installation and Configuration of Active Directory (AD), DNS, DHCP, FTP, WSUS & Group Policy Management.
• Creation of Users, Groups & OU’s in AD. Creating AD Groups and assigning Group Policies
• Creating, Installing & Configuring Virtual Machines (VM’s) on Hyper-V.
• Antivirus Installation with Remote Administration Manager Console.
• Resolved issues and escalated problems with knowledgeable support and quality service.
Mechanical Engineering