Experience

SYSCOM

• United Arab Emirates
• Information Technology & Services
• 1 - 100 Employee

• • Mar 2022 - Present

  ● B2B and B2C product management● Managing a team of 6 resources as a Pod Lead for 2 of the 5 Regions handled by Circles.Life● Billing & Revenue Management of Markets along with Customer Relationship Management.● JIRA Administration● JIRA Analytics & Integration along with the Atlassian Confluence Space and Opsgenie Ticketing Integration.● Have been part of UATs for B2B and B2C Products before Go-Live● Reporting Dashboards Creation using Excel, JIRA Service Management, JIRA Reporting and Tableau● Have extensive knowledge of scripting using both Bash and Python● Took the initiative during my 8th Month here in Circles.Life to streamline the new region launch process within my team and acted as a project lead● Leading Problem Management Process within Circles.Life and with automated Jira and Dashboard alerting and reporting● Working on modification of BRM Scripts according to need based activities and to save man-hours by automating the recurring jobs● Knowledge of CRON Jobs● MongoDB, Oracle SQL DB, and Meta-base expertise to carry out RECON on raw data● Automation of Disaster Recovery Protocols● Workflows and MOP creations for the activities and new changes happening at application level Show less

• • Feb 2021 - Feb 2022

  ● Working for 6 different regions inside a Telco Environment to provide front line interface for handling customer complaint as well as the internal issues● Troubleshooting and fault handling of daily operations and maintenance issues within agreed SLA● Providing support to team members during critical activities● Hand on experience of working on Jira, confluence and Opsgenie to resolve trouble tickets raised by NOC/CS/Internal Teams● Providing guidance and suggestion to NOC, Monitoring Deployment Team and customer support for technical issue and false alarms.● Extracting reports and formatting the data as per management requirement. ● Attending or Conducting Meetings and sessions with Vendor and SLM Team for Operational issues and handovers.● Reporting using Excel, Tableau, Nspire● CDR and Trace analysis for issue identification and resolution of various scenarios● Maintenance of Disaster Recovery Nodes and ensure 24/7 service availability Show less



Planet Beyond

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• • Sep 2020 - Jan 2021

  ● Providing 24/7 support to IT Support Team for the web and client-based JAVA applications to ensure the stable working state● Collaborating with developers, quality assurance and business teams to expedite the incident resolutions● Deploying and testing the services on staging and production environment● Managing and monitoring Linux based servers to avoid service outages● Interact with customers to diagnose the problems faced by them and implement the configurations and changes in order to avoid future problems● Analyzing and troubleshooting of integration issues being faced while doing system configurations● Extraction and transformation of data for the use of Business Team and Products Team using SQL and making it presentable● On call support to IT Support Team for any issues and queries which are not at often dealt with at their level● Discussions and resolutions of Issues with different level of Management at company level in order to avoid future outages and production level concerns● Managing IT Support Team ● Listening to Support Team requirements and concerns and discussing them with manager of IT Operations● 24/7 on call support for Support Team in case of any issues which have to be dealt with at application level● Roster scheduling of the Support Team on monthly basis● Keeping the track of regular complaints and tickets which are dealt with at Support Level and to ensure the TAT policies which are already set Show less

• • Aug 2019 - Aug 2020

  ● Working as a Vendor with all Telco’s and vendors already there in VAS market● Support to clients and Internal Team for stats extraction and listening to issues being faced at runtime, escalating the issues accordingly● Datacenter Management ● Hands-on experience of Linux and SQL and MySQL administration● Complaint Resolution, Troubleshooting and Technical Support● Stats extraction using Logs and Databases● Support to clients for runtime operations of the live services and their resolutions within SLAs● Reports extraction in presentable format● System and Network monitoring through monit● Making backups of deployed physical machines Show less