Senior System Engineer - Level 3 Application Engineer

▪ Responsible for Troubleshooting/Analyzing/Documenting the new/recurring issues

▪ Maintaining a log for defects/follow-up with dev team to get the latest update on them

▪ Help management calculate the cost-saving post automation/improvement

▪ Worked as Project Manager for creating and implementing the process of Release Management

▪ Deployment of application Release

▪ Suggest users the workaround till the fix is pushed into production

▪ Roll out the Release communication company-wide to inform all the stakeholders about the release.

▪ Create the Change Request for the release and gather all the required pre-requisites to present them in CAB meeting

▪ Provide support in the implementation and management of application release/deployment

▪ Oversees queues and ensures tickets are prioritized and routed appropriately

▪ Identify the high risk and mitigate them

▪ Responsible for server maintenance (rebooting/spinning of services/verify if back online)

▪ Support multiple projects as Subject Matter Expert (SME)

▪ Assist auditors to audit the application as per their requirement

▪ Worked on SSRS/SharePoint- manage reports, accesses, templates and subscriptions

▪ Work on tickets using Service-Now ticketing tool

▪ Assist ITSM in drafting the policies for Change Management

▪ Responsible for server maintenance activity (rebooting/spinning of services/verify if back online)

▪ Troubleshooted the infra-related issue

▪ Customer/Business management

▫ meeting SLAs

▫ Timely follow-ups

▫ Communication bridge between user and another team

▪ Transitioned the low priority task to lower-tier for cost-saving

▪ Train and mentor new juniors

▪ Organize team building activity for team development