Akshay Khadke Email & Phone Number

Mumbai, Maharashtra, India

Pune, Maharashtra, India

As a part of the application support group, I am responsible for providing L1 and L2 support on a 24/7 basis.• Responsible for doing health checks (CPU and Memory Utilization) for the applications and sending daily reports about application availability before users log in.• The core role was to keep the application up 24/7 and to be in touch with administrators and users to help them resolve server- and application-related issues.• Regularly monitor applications for performance, stability, and security. Deploy updates, patches, and fixes to ensure applications are up-to-date and running smoothly.• Provide remote support to users, leveraging remote desktop tools and communication platforms to troubleshoot and resolve issues without the need for on-site presence.• Ensure timely resolution of incidents in accordance with Service Level Agreements (SLAs) to meet user expectations and maintain high levels of customer satisfaction.• Receive, prioritize, and manage incidents through a ticketing system. Investigate root causes, analyze trends, and implement solutions to minimize recurring problems.• Maintain clear and open communication with users, providing regular updates on the status of ongoing issues and ensuring a positive support experience.• Maintain and manage systems, software tools, and applications.• Execution of DDL and DML statements in SQL Server to analyze and rectify issues.• Make sure all the jobs have been completed successfully.• Check email alerts, App notifications, and any ticketing tool with their priority.• Good understanding of ITIL concepts like Incident management, Change management, and deployments• Resolve complex issues related to business requirements and objectives. Troubleshooting issues within the SLA• Working in coordination with the Linux, Development, Middleware, Network administration, and other application support groups for any issues related to databases and applications.