RUBANKUMAR MURUGANANTHAM

Role 2 : Level 1 Service desk and major Incident Management

Project name : Vodafone TPG telecom (Australia)

Duration : Jan 2023 to Current

• Raising incident for application and infrastructure related issues like P1, P2, P3 and P4 in BMC Helix ITSM tool and engaging respective teams to work on the issues.
• Utilized tools such as BMC remedy helix and servicenow monitor, triage, and track incidents to closure.
• 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 L2 and L3 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.
• Documented root cause analysis (RCA) and implemented corrective actions to prevent recurrence of high-severity incidents.

Project name : Vodafone TPG telecom (Australia)

Role 1 : Level 1 Application tool monitoring

Duration : Aug 2022 to Dec 2023

• Monitoring 45 applications, 5 Infrastructure teams, Splunk dashboards and network tools (Netcool OMNI bus) and monitoring 2000+ mail alerts on daily basis.
• Responsible for providing technical support in client tools and consulting to the Australian customers and clients.
• Providing 24/7 Support to device launch for Samsung and iPhone users via Mail, chat, calls and remote desktop.
• 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.
• Provided support for Active Directory, managing user accounts, group memberships, role assignments, and password resets.
• Handling high level applications for monitoring Splunk dashboards like Oracle, BRM retail and wholesale, Digital, BI (Business intelligence), Matrix, integration and middleware.
• Managed BMC 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.
• Troubleshoot and resolved technical issues related to application access, performance, and configuration, contributing to reduced downtime and enhanced user productivity.
• Responding to helpdesk software applications, email clients, and VPN connectivity issues.

Process : Anthem INC Service desk

Role : Senior process executive.

Duration : March 2020 to July 2022

• Receive, log, and resolve IT-related incidents, such as hardware or software issues, network problems, or user errors.
• Provide technical support and troubleshooting issues like Citrix, Outlook, Wi-Fi and LAN to end-users, via in-person, phone, email, Chat, or remote desktop.
• Identify and escalate complex problems to specialized teams, working with them to resolve issues and implement fixes.
• Fulfill service requests, such as software installations, hardware setups, account creations, Authorization and authentication process.
• Document and maintain knowledge bases, such as SOP, troubleshooting guides, and resolution procedures.
• Communicate effectively with end-users, stakeholders, and other IT teams to resolve issues and provide updates.
• Escalate issues to higher-level support teams or specialized teams, such as network or security teams, as needed.
• Generate reports on incident trends, resolution rates, and customer satisfaction, analyzing data to identify areas for improvement by using individual Key Performance Indicator.

Process : Anthem INC Healthcare support

Role : Process executive.

Duration : Aug 2018 to March 2020

• Involves Enrolment, 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.
• Plans add, changes, researches and resolves enrolment 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, Etc.
• 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.