RUBANKUMAR MURUGANANTHAM

Project name : Vodafone TPG telecom (Australia)

Role 1 : Level 1 Application tool monitoring

Duration : Aug 2022 to Current

· Monitoring 45 application alerts, 5 Infrastructure teams, Splunk dashboards and network tools (Netcool OMNI bus) related to network and security and Incident management.

· Responsible for providing technical support in client tools and consulting to the Australian customers and clients.

· Raising incident for application related issues like P3 and P4 in Helix ITSM tool and engaging respective teams to work on the issues.

· Coordinated priority of support work based on client and business needs. Proactively Monitor and investigate alerts generated in Splunk and Netcool for finding critical anomalies, internal and external alerts in the client's environment and raising tickets based on severity of that alert.

· Established and refined alerting workflows, improving incident resolution efficiency and adherence to SLAs.

· Handling high level application's Splunk dashboards like Oracle, BRM, Digital, BI (Business intelligence), Matrix.

· Managed ITSM tool (HELIX) tickets to be created in various priorities and Netcool tool related to network security servers the solution for the incident.

· Initiate the bridge calls in teams and handle calls with various application teams. Sending mails and reports like KPI, Health Check to the clients. And providing technical support and assistance to customers via email, teams chat or in person.

Role 2 : Level 1 Service desk and Incident Management

Project name : Vodafone TPG telecom (Australia)

· Raising incident for application and infrastructure related issues like P1, P2, P3 and P4 in Helix ITSM tool and engaging respective teams to work on the issues.

· Coordinated with cross-functional teams to identify root causes and prevent future incidents.

· Collaborated with network IT and security teams to develop and improve incident response processes in Netcool tool.

· Worked in P1, P2 and P3 High incident calls and engaging different support teams and technical teams on Bridge calls for quick resolution of critical and high priority incidents within a SLA.

· Conducted Post mortem calls to investigate on root cause of the MI’s and create an outage record as well for the Critical incidents.

· Conduct training sessions and simulations to prepare the team for handling major incidents.

Process : Anthem INC

Role : Senior process executive.

Duration : Aug 2018 to July 2022

· Involves Enrollment, Billing, Payment and adjustment of an Individual member and validation of transactions in an auto generated in EMOL screen and WGS screen.

· Assist clients with enrolling with finding coverage through the marketplace.

· Verifies enrollment status, makes changes to records, researches and resolves enrollment system rejections. Performs error output resolutions for electronics eligibility and processes error discrepancy list and Maintain privacy requirements by not sharing personal information including phone numbers, address or personal situation.

· Thoroughly documents inquiry outcomes for accurate tracking and analysis develop and maintain positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

· Performing error share activity, auditing process and conducting refresher session and KT sessions for freshers.

· Enrolling a new practitioner in a client tool called CPF with concern person data. And also making changes, deletion, billing and addition process.