- Attach to Network Operations Center (NOC) under the Infrastructure Support Team.- Provide 24/7 constant support for the production systems running on Linux servers.- Ensure server and network infrastructure is set up (100% configuration compliance) and Monitor in an optimal manner (99.9% up-time SLA compliance).- Perform system checks using network monitoring tools to avoid the recurrence of issues (Nagios, Kibana, Sniper, Datadog, Triometric, Consul, , Elasticsearch and Grafana)- Troubleshooting JBoss, Tomcat, PostgreSQL application & database servers.- Communicate with clients and actively manage customer requests and complaints.- Provide L1/L2 technical support functions for customer escalated issues.- Analyse, prioritize and escalate unresolved client issues to the next levels and then track those until completion.- Coordinated with customers and internal teams to maintain a relationship for smooth operations of the systems.Communication & Escalation # Mail # Atlassian Jira Ticket # Slack # Skype # direct client calls (US), # spark, etc.- Internal user account management, access granting, and config file permissions in Linux servers.- Perform various scheduled tasks, reports, documentations meetings and training also handle incidents reports, and maintain company knowledge base (RezWiki) accordingly.

- Responding to end-user complaints and queries, coordinate those with customers and internal teams to maintain relationships for smooth operations of the systems.- Responsible for 24x7 service delivery and worked in different business times(24x7 roster) with on-call to provide continuous technical support for bill-run operations.- Worked in SLA-driven production support environment and provided month-end network & system support analysis reports to relevant business and IT teams.- Followed user guides and technical manuals to research and implement solutions and ensure the relevant network & system support documentation is up-to-date.# Client handling # Internal team coordination# Escalation # Reports Monthly weekly

• Making a professional impression on callers and Understanding the needs of callers. • Handling complex queries and complaints. • Knowledge of administrative procedures. • Proficient in the use of Microsoft Office tools. • Input information into databases. • Giving feedback to team leaders on the efficiency of the customer service processes and system. . • Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time. • Giving product, pricing and delivery information to customers.