Monitoring And Support Engineer
Current• Actively supported and monitored innovative biometric and mobile operator solutions to ensure optimal functionality. Promptly restored any service disruptions, emphasizing a commitment to timely and efficient issue resolution.• Managed numerous tickets through OTRS, consistently meeting SLA durations for ticket resolution. Ensured a swift responseto tickets, demonstrating proficiency in problem determination, workaround resolution, root cause analysis, and major incident management.• Coordinated with a global team for any task or activity related to the Production Environment.• Monitored and managed SIM and Number (MSISDN) resources for various well-known telecommunications providers.• Ensured problem determination, workaround resolution, root cause analysis and major incident management.• Followed defined escalation paths to ensure appropriate focus and attention is place on high priority issues and requests.• Monitored and analyzed KPI graphs on Grafana and managed Zabbix alerts related to Databases and application servers abnormalities, statistics or behaviors, such as Registration traffic, modules status, Database locks, SNMP alarms, DB & CMS table changes, and Application login/registration issues.• Conducted CRUD operations on customer databases based on requests, specific reports, or identified issues.• Fetched and analyzed system logs to troubleshoot events, transactions, or errors, demonstrating a comprehensive understanding of database operations.
