BoazSamTitus S

• Partnered with project team members to identify and quickly address problems.
• Mentored junior team members, fostering professional growth and increasing overall team efficiency.
• Reduced project completion timeframes through strategic resource allocation and efficient task delegation.
• Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
• Produced quality standards, checklists, report templates, and processes.
• Updated customers and senior leaders on progress and roadblocks.
• Increased stakeholder engagement by conducting regular status updates and addressing concerns proactively.
• Set up and managed team meetings.
• Saved costs on multiple projects by identifying opportunities for process improvement and implementing cost-effective solutions.
• Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
• Recruited, hired and supervised resources to staff project team.
• Monitored project progress, identified risks and took corrective action as needed.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Recruited and oversaw personnel to achieve performance and quality targets.
• Deploy, Configure , update on Azure cloud/ Enterprise
• AppDynamics Admin - Creation of application, dashboard, SAML Mapping, IDM Creation, Onboarding and Offboarding the application
• Managing the escalation/SLA Deviation, Team handling over Monthly audits , Customer Reports, Shift Planning
• Perform patching activities on production servers as per the notifications from central advisory team to avoid any security threats and vulnerabilities.
• Performed Azure AKS upgrade and worked on troubleshooting issues related to Pods, Nodes and Clusters and fix issues with help of vendor support whenever required.
• Facilitate complete transition from the end customers and provide necessary knowledge transfer to team.
  Participate in Adhoc calls during off business hours to fix any pertaining issues that is affecting the production environment.
• Configure, maintain, and optimize clusters including performance tuning and analysis of queries.
• Managed change requests effectively by evaluating impacts on scope, timeline, or budget before approving them in a timely manner to avoid delays or escalations in costs.
• Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
• Developed comprehensive project plans that clearly outlined objectives, timelines, budgets, risks, and success metrics for all stakeholders.
• Led multidisciplinary teams to complete complex projects efficiently through effective coordination and delegation of tasks among team members.

• Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
• Streamlined support processes for improved end-user experience and reduced resolution times.
• Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
• Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
• Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
• Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
• Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
• Continuously updated technical skills through training sessions, industry certifications, and participation in relevant conferences to provide top-notch support for evolving technologies.
• Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
• Conducted and supported implementation delivery with client and internal departments.
• Reduced downtime by implementing robust monitoring tools that identified potential problems before they became critical.
• Enhanced application performance by identifying and resolving technical issues in a timely manner.
• Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
• Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

• · Monitoring scheduled jobs using TWS.
• · Escalating system errors to the L3 Support.
• · Creating reports and documenting issues using SNOW.
• · Tracking the incidents until timely closure.
• · Application monitoring using oracle IPAS.
• · Remove unprocessed or blocked jobs in Unix environment.
• · Restarting the application servers as per the confirmation from support team.
• · Delivering job results with client on everyday calls.

· Managing Active directory.

· Delegating Controls.

· Distribution Lists - Creating, Modifying, Maintaining and Deleting Process on both Normal and Security DL.

· Common Mailbox - Creating, Modifying, Maintaining and Deleting Process.

· User account – Modifying and Maintaining E-mail address, mailbox size, Remote access and Moving Object & Mailbox.

· Handling end user in Call, Tickets & Mails (Incident detection)

· Incident classification, Initial support, Investigation and diagnosis, Resolution and Recovery & Incident closure.

· Providing 24x7 first level Support.

· Ticket creation/Categorization/Prioritization.

· Ticket escalation to respective Support Group

· Incident resolution and recovery Ticket Closure.

· Remote support through Dame Ware, RDP-Terminal server and WebEx meeting manager/Microsoft Live Meeting.

· Trouble shooting and resolving problems within SLA.

· Troubleshooting of outlook, Laptop Issues (Both Hardware & Software), Wireless issues, VPN issues, activation and troubleshooting of Black Berry.

· Troubleshooting Laptop issues (Hardware & Software, Virus/Spyware & Wireless).

· Cognizant VPN Connectivity issues from Home/Client location

Familiarity with Blackberry, IOS, mobile operating systems