RUBANKUMAR MURUGANANTHAM

Project name : Vodafone TPG telecom (Australia)

Role 2: Level 1 Major Incident Management.

Duration: January 2024 to the present.

• Raising incidents for application and infrastructure-related issues, such as P1, P2, P3, and P4, in the BMC Helix ITSM tool, and engaging the respective teams to work on the issues.
• Lead response efforts for critical P1/P2 incidents across applications and infrastructure, reducing impact by 25% through structured coordination and escalation.
• Facilitate high-impact war rooms with cross-functional teams: Network, Security, Applications, and Cloud, to identify the root causes and prevent future incidents.
• Collaborated with network IT and security teams to develop and improve incident response processes in the Netcool and BMC tools.
• Managing P1, P2, and P3 high-incident calls, engaging L2 and L3 teams on bridge calls for quick resolution of critical and high-priority incidents within an 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 the recurrence of high-severity incidents.
• Provide on-call support, and rotate across time zones to ensure full incident lifecycle management coverage.

Role 1: Level 1 Monitoring Team.

Duration: Aug 2022 to Dec 2023.

• Lead and coach a team responsible for 24/7 monitoring of applications, infrastructure, and databases, and drive the standardization of dashboards and alert thresholds to improve consistency and reduce impact.
• Monitor real-time performance and availability of over 50 applications, infrastructure, and databases across hybrid cloud and on-premise environments.
• Monitoring over 2,000 emails and tool alerts from applications, infrastructure, Splunk logs and events, network, and security servers on a daily basis.
• Raising incidents for application-related issues, like P3 and P4, in the Helix ITSM tool, and engaging the respective teams to work on the issues.
• Handling high-level applications for monitoring Splunk dashboards, such as Oracle, BRM retail and wholesale, Digital, BI (Business Intelligence), Matrix, integration, and middleware.
• Managed the Infra team, such as Database, Orion, and Unix, to handle memory space, as well as Netcool and RDP tools related to network and security.
• Individually handled the bridge calls for device launch (Samsung and iPhone), and sent the health check and KPI reports to project stakeholders.

Project: Anthem Inc.

Role: Senior Process Executive - Service Desk.

Duration: March 2020 to July 2022.

• Provided Tier 1/2 technical support to Anthem end users across applications, devices, VPN access, and remote systems.
• Handled 40–50 support tickets daily using JIRA and BMC Helix, resolving common issues such as password resets, software installation, printer troubleshooting, and user account issues.
• Escalated unresolved issues to higher-tier support teams, while maintaining ownership and ensuring follow-up with users.
• Managed user accounts via Active Directory for Anthem clients and customers by updating user group policies, adding, removing, or making any changes.
• Logged, tracked, and resolved incidents via BMC Helix and JIRA, adhering to HIPAA-compliant practices and SLA metrics.

Role: Process Executive - Healthcare Support

Duration: August 2018 to March 2020.

• Involves enrollment, billing, payment, and adjustment of an individual member, and validation of transactions in an auto-generated EMOL screen and WGS screen.
• Supporting plans, adding changes, researching, and resolving the enrollment system process group, such as Warner Media, Colgate, Deloitte, etc.
• Performs error output resolutions for electronics eligibility, processes the error discrepancy list, and maintains privacy requirements by not sharing personal information.
• Performing error-sharing activities, auditing processes, and conducting refresher sessions and KT sessions for freshers.