Sumith Kumar Email & Phone Number

Monitoring INCIDENT Queue and assigning to team members along with myselfResolving P1, P2, P3 Tickets as per SLAMonitored and managed Infrastructure alerts PagerDuty, Zabbix, Dynatrace, Datadog and Nagios using ensuring real-time tracking and resolution of network issuesManaged and resolved network incidents promptly, minimizing downtime and improving overall network stability.Provided technical support to clients, addressing and resolving network-related queries and issues effectively.Managed Active Directory, including user management and group policies.Used AppDynamics and Dynatrace for application performance monitoring.Effectively monitoring synthetic events, open problems, application overview, dashboards and verifying the errors using multidimensional analysis.Involved in monthly patching activities for AWS, Windows, and Linux environmentsProvided training and knowledge transfer to newly on-boarded team members.Maintained documentation, such as incident reports and root cause analysis, including timelines, actions taken, and resolutions in an RCA document.Facilitated incident investigations with teams working in different time zones for prompt resolution.Continuated track of any recent code releases or production environment changes and kept records updated.Actively involved in PSI(Proactive Service Investigation) and Major Incident bridges by not just driving the call but also performing the troubleshooting before escalating to next level.

Managing various issues by actively participating in Daily Service Review (DSR) calls and conducting Root Cause Analysis (RCA) in Problem Management.Monitoring and troubleshooting SQL Batch jobs using Control-M (v9).Monitoring infrastructure and network devices with OP5 and Applications Manager.Scheduling and executing Informatica jobs to ensure smooth client delivery.Configuring and managing payments systems using IBM WebSphere.Scheduling and running ETL (Extract, Transform, Load) jobs using Informatica.Performing server administration tasks and utilizing tools such as SERVICE NOW and Active Directory.Monitoring infrastructure using Manage Engine APM and HP IMC tool, responding to alerts by generating tickets for necessary actions.Providing application support to the Development team and end users during outages.

Worked in different projects providing 24/7 support as per the client requirement.

Review logs or documents to resolve errorsWorking on tickets and resolving it within the SLAResponsibilities in Alcon include Privilege accounts, One world account reset,AS400 servers reset, AD,Server reboot, Passage pointCreation of User accounts, privileged accounts, service accounts & network sharesRevoking User accounts from Active Directory.Granting access to network drives for the usersHandling the work orders and incidents in ROD that are related to Home drive issuesTroubleshooting any Home Drive related issues.Executing change requests related to Owner change requests for the shared folders on the network drivesRecording and routing problems to appropriate support groupsProblem fixing According to service requestInteracting with Application Teams and resolving/planning system eventsWorking on GUI HMC(HMC V7) & FTPStopping and starting the Services in Windows server during maintenance windows.Provide error free Off-shore 24 x 7 supports for 24 Lpars