Ram Prakash Palaniswamy Email & Phone Number

Malta

Malta

▪ Monitoring all production networks, servers, applications, and services and respond, troubleshoot alerts and taking actions according to the company process. ▪ Notifying customers and third-party service providers through support team of issues, outages, and remediation status.▪ Utilize internal ticket tracking system to resolve tickets from internal and external requests. ▪ Tracking and managing incident tickets fully to ensure proper operational metrics are captured and maintained. ▪ Collaborating with other internal teams for issues resolution ▪ Responding to escalations from Technical Services or Partner Support Team▪ Executing documented runbooks as documented for diagnosis and remediation of issues. ▪ Fully documenting and communicating shift-turnover reports ▪ Maintain and performed other important tasks assigned by Team Leader

Malta

▪ Providing 2nd Level support for the support cases. Working with elevations of support tickets from front-line engineers and Troubleshooting the issue with end users over telephone, by email or Web-ex sessions.▪ Testing and applying patches and hot fixes.▪ Raising defects and enchantment requests to software developers.▪ Working side by side with developers on complicated issues.▪ Cooperating with customers Account Managers and Advocate Managers.▪ Mentoring level 1 engineers▪ Reviewing case handling of front-line engineers.▪ Queue Monitor -- Dividing the cases to the engineers across the EMEA region▪ Provide in-depth training for newcomers and refresher trainings for current employees▪ Managing the team to achieve the goal (KPI)▪ Conducting the team meetings and discussing about the KPI▪ Conducting the One to one meeting and discussing about the individual KPI▪ Creating and updating the working schedule for the whole team

Malta

▪ Providing Technical support for HPE Unified Functional Testing (UFT) software product.▪ Ticket management: Resolving clients technical issues over the telephone, email and /or internet chat in the areas of System configurations/setup, product functionality and bugs/enhancements by providing solutions within defined targets with accurate ticket documentations.▪ Release management: Participating in and supporting release by carrying out tasks such as coordinating with clients and with internal resources also assisting in the creation and updating of manuals/documentation.▪ Knowledge base: Maintaining and updating the available tools (e.g. FAQs, troubleshooting guides and knowledge base articles, etc) log actions taken and resolution. In addition: identifying recurring issues/problems and presenting and escalating as necessary, in order to identify workaround and additional feature requirements and/or training requirements.▪ Client incident management: To communicate new software release patches, system changes and faults, planned or unplanned, to affected users, whilst liaising with specialised teams on scope and impact of issues▪Escalating/elevating software core queries to R&D ensuring that all the information is gathered and those details are accurately entered to enable prompt resolution.

▪Creating project plan and executing it properly.▪Focusing the team to ensure an on-time delivery of the assigned module.▪Ensuring that all testing and review activity is properly scheduled.▪Monitoring progress on a day-to-day basis for all team activities.▪Reporting to senior with daily report.▪Conducting daily team meetings ensuring status.▪Motivating team members to achieve common goal.

Coimbatore Area, Tamilnadu, India

▪Analysing existing system and business cases to improve business process.▪Gathering requirements and preparing software requirement documents.▪Reporting specifications for new systems.▪Liaising with programmers to produce new systems.▪Participates in system testing and checking user acceptance testing and system functionalities.▪Providing technical assistance in training, monitoring, and coaching professional and technical staff.

▪Understanding the software requirements documents.▪Contributing test plan preparation to show what need to be tested and how.▪Developing test cases and giving priority to test activities.▪Executing test cases and producing report with defects details and updating test cases based on the discovered defects.▪Executing regression testing whenever changes are made to the code to fix defects.

Master’S Degree, Computer Science

▪Requirement Engineering ▪Large Databases ▪Storage Network ▪Object Oriented Software Analysis ▪Software Metrology ▪Artificial Intelligence

Bachelor'S Degree, Computer Science

▪Software Languages (C, C++, VB, VB.net) ▪Operating Systems ▪Software Analysis and Design ▪Computer Networks