Application Support: Incident Manager
Valtech India Systems
مجموع سنوات الخبرة :9 years, 5 أشهر
Role
• Managed and optimized incident response procedures for client ecommerce website for Louis Vuitton, resulting in 50% reduction in mean time to resolution
• Facilitated resolution of high-risk incidents by coordinating with cross-functional teams, ensuring timely response and minimal impact to customers.
• Developed and maintained comprehensive incident management program and emergency operating procedures, in collaboration with solution and stream teams
• Implemented dashboard solutions for efficient monitoring, resulting in increased reliability and efficiency of incident response processes.
• Effectively communicated and provided timely update on the progress of a critical incident to technical as well as non- technical clients.
• Followed the root cause analysis with different cross functional teams, identified and followed up the implementation of the improvement plans.
• Provided support to production systems, including troubleshooting, debugging and resolving application functional and technical issues.
• Resolved escalated tickets related to application support within agreed upon SLAs and performed root cause analysis for complex production incidents and implemented preventive measures and documented those accordingly.
• Developed and implemented application support processes to ensure high availability of critical applications.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Completed day-to-day duties accurately and efficiently.
• Analyzed and monitored system performance metrics such as CPU utilization, memory usage and disk space.
• Performed data manipulation in databases using SQL queries.
• Debugged and repaired production application issues and resolved escalated tickets within agreed upon SLAs.
• Responded quickly to customer requests regarding application problems or changes.
• Investigated any reported incidents to identify underlying cause and develop solutions accordingly.
• Developed and implemented application support processes to ensure high availability of critical applications. Suggested changes to support practices to drive
improvements.
• Proactively monitored the system jobs on a daily basis and performed vigorous monitoring and sanity checks after a release or deployment to minimize any business
impact.
• Assisted with the migration of legacy systems onto modern technology platforms while ensuring minimal disruption of services.
• Monitored end user activities related to supported software applications in order to identify potential areas of improvement.
• Participated in regular meetings with stakeholders in order to discuss current challenges or potential solutions.
• Collected, analyzed and reported on data for use in operational planning.
• Maintained knowledge base articles regarding common issues encountered when using supported applications
Completed my bachelors degree in engineering with Distinction