Cloud System Engineer| April 18th, 2016 – Present
Infor Global Solutions India Pvt, LTD, Hyderabad

Responsibilities:

• The core mission of my team is to ensure that all Cloud Servers, applications and services remain 100% secure, scalable, fast and available, by providing real-time application and performance monitoring and maintaining 7x24x365 uptime and availability for all Production AWS Cloud Services
• We ensure that our AWS Cloud infrastructure is well managed and functions without interruptions using Logic monitor and Splunk tool and to ensuring 99.5 % server uptime
• Working with Cloud IT team to monitor AWS instances and for the reported failure issue on host Instances
• Taking instance backup via Amazon Machine Image (AMI) and launching these when we need similar services
• We are working on the snapshot restore request for the reported failure issues on the Servers and applications
• Hands on experiencing in EC2, Snapshot, Creating and extending Volumes, AMI's, Instance resize on AWS Console
• Proactively monitoring the Server related alerts like Host, Ping, CPU and Memory issues
• We are part of patching activity for melt-o-nator to take Snapshots backup for the servers
• Adding provisioned servers to the Logic Monitor tool Console and secure link to access the server
• Participating in after hours request to provide technical support to the team during outage situations
• Troubleshooting Cloud server alerts and performance issues caused due to the compute, storage or network by coordinating with the other technical teams
• Creating and managing Cloud Server machines and working with snapshots restore
• Coordinating with vendors / service account managers on all the outages and also resolving the issues reported with Servers related issues in production / Test environments
• Proactive in handling issues for priority Incidents and ensuring resolution in timely manner
• Timely update work log of the incident tickets and follow up with the consultant engineers
• Monitoring the Customers Incidents proactively regarding the issues
• Providing first tier response, analysis and resolution planning for detected issues and seeking appropriate resolution of issues.
• We are part of infra audit activity for go-live customers
• Working on the resize request on the RAM upgrade via AWS Console as per the standards and updating network drivers upgrades for better performance on the Cloud based servers
• Host the daily regional operational calls to discuss on operational issues and status from various IT groups
• Working on EBS encryption tasks on planned production / test environments
• Working with peer groups and resolving issues reported with Application & Server infrastructure
• Provide documentation of successful issue resolution, troubleshooting and procedure implementation for daily reported issues
• We ensure the shift handover reports are sent with all the details pertaining to the shift
• Review the team members documentation and providing feedback to ensure the team is delivering high quality of service
• Creating knowledge base documents and update the centralized documentation and artifacts for IT Infrastructure, systems and applications.
• Create and update internal NOC processes and procedures for better understanding and problem solving
• Closely monitor the daily, weekly run schedules to ensure that user incident resolutions are completed within the required timeframe and ensure services are delivered 24*7 from HYD site
• Monitoring the Outlook inbox alerts and ServiceNow dashboards and pay close attention to requests and open tickets. All ticket resolved within the business agreed SLA
• Providing timely response to all incidents, outages and proactive monitoring alerts.
• Responsible for ticket management across multiple environments and resolution of service requests and incidents while meeting response & resolution OLA/SLA's.
• Monitoring round the clock Business Critical Applications, Servers and Network devices. Monitoring & Alerting to improve IT performance and uptime
• Creating dashboards in Logic Monitor tool and reports, set up calls with customers and present daily, weekly and monthly trends and performance statistic
• Providing first level support for any network problems and troubleshooting the same in coordination with the vendor
•Ensure quick escalation of major issues to other support teams and management chains and Setup, lead and drive to closure global incident management calls.
• Understand the chains of escalation and ensure that customer gets a whole service across both the Global NOC support and escalation support teams
• Supervise incoming call processing to ensure proper prioritization and escalation of technical issues as well as crisp, timely, and effective resolution of system or infrastructure issues
• Monitor the environment for potential system issues and resolve appropriately.
• Managing, driving Critical and High Impact Incidents to closure within SLA targets by following the appropriate Incident handling procedures
• Adhere to the change management process for any planned maintenance, or when potential issues are identified.
• Managing major incidents and Regular communication on major incidents to internal & external customers
• Responsible for the uptime of the client infrastructure being managed / monitored.
• Ensure that the tickets raised per shift are closed as per SLA and if not escalate as per the escalation Matrix defined.
• Monitor the Global Incidents queue, follow up on all unassigned, about to breach and medium & high impact incidents with the respective resolution groups and have them attended immediately
• We are sending Shift report on daily issues handled / escalated in the form of Daily reports.
• Support day-to-day operations and provide customer support

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Senior RMS-NOC -Service Desk Administrator | November 18th 2010 – October 16th 2015

First Advantage Global Operating Center Pvt, LTD, Bangalore

Responsibilities:

• The Network Operations Center is responsible for maintaining 7x24x365 uptime and availability for all IT Corporate and Production Cloud Services
• Ensure that the network infrastructure is well managed and functions without interruptions using monitoring tools like Whatsup Gold, Application Manager, HP Sitescope, PRTG Grapher, Nagios, Webmetric, CA Nimsoft, Oracle Enterprise Manger Grid Control 11g, SCOM and Solarwinds and to ensuring 99.5 % server uptime.
• Monitoring Production applications using different monitoring consoles.
• Timely escalation of issues and engagement of appropriate support teams, validating proper severity and taking appropriate actions.
• Timely update worklog of the incident tickets and follow up with the requestor’s, engineer and stake holders
• Monitor system and server performance/service/network traffic using monitoring tools and follow the escalation procedure.
• Monitoring and checking various system services for servers in regular intervals.
• We are monitoring and escalating Windows / Linux/Network/ Production application server issues to concerned team
• Server Management using DMC (Dell Management Console), ILO and DRAC.
• Monitoring the MPLS, Internet and LAN connectivity to Data Center via PRTG Grapher tool
• Responsible for creating, managing users, groups and assigning permissions rights and maintaining of all user complaints.
• Participate actively on Incident Management calls and coordinate with other teams for outages and operational issues.
• We act Single Point of Contact (SPOC) for any Change Management issues.
• Handling ticket systems such as Altris, Jira, Sales Force, BMC Remedy Force, Service Manager and 911 Manage Engine
• Administrate MS Active Directory accounts, groups, users /computers and adding, removing, or updating user account information, resetting passwords, etc.
• Creating, maintaining Mailboxes and Distribution lists in exchange console 2010 server
• Monitor and manage all applications, servers, network devices and services from a centralized management point - Level 1 Operational and Runtime client support issue tracking.
• Providing permission to users over various services on the servers and maintaining the security.
• Monitoring daily agent status and reporting to HP OVM admin for any issue occurred on agent
• User objects management involves Creating, Adding and removing the user object from Security and distribution groups as per FADV policy.

Technical Skills

 Operating System: Windows Server 2016 / 2012 and 2008

 Monitoring Tools: Application Manager, HP Site scope, ActiveXpert, Nagios, Webmetrics, PRTG Grapher, Solarwinds, CA Nimsoft, Oracle Enterprise Manger Grid Control 11g, SCOM, Logic Monitor, Splunk and whatsup Gold

 Applications: MS Exchange 2016, Citrix, LYNC, Spark Messenger, RSA and VPN

 Ticketing Tools: Service Now, Service Manager, BMC Remedy Force, AT & T, Manage Engine, Salesforce, Altiris and Jira

 Microsoft Certified System Engineer (MCSE)

 ITIL V3 Foundation Certified

 AWS Certified Solutions Architect- Associate

 Cisco Certified Network Associate (CCNA)