Kaumini Hansika

Experience

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  EBuilder

  Aug 2019 - Feb 2020

  Internship Trainee Application Support Engineer

  Product/Project: After Sales Accelerator(ASA)Technologies used:SQL, Oracle Database 12c, Overseeing JBoss 1.5 activities on Red Hat Enterprise Linux Server release 6.5(Linux 2.6)Tools Used:JIRA, TOPdesk ITSM Tool, SQL Developer, Postman REST client, Site 24*7 Monitoring Tool, Putty SSH and telnet ClientResponsibilities and Duties:Provide 1st and 2nd line support for the business application. Provide technical support for clients and Build up and keeping a strong relationship with clients (Global clients).Monitoring and consulting clients and resolve technical issues on a 24*5 roster basis in the capacity of 1st level and 2nd level support.Performed routine Application health checklists, BI checklists to secure the smooth running of the production systems. Monitored real-time operating systems to identify issues proactively.Handling incidents and service requests within strict SLAs, using ITSM tool (JIRA\Top Desk). - Engage with databases, master data, and also the actions related to the business flow that is going through the system.Escalated system alerts and take necessary actions or informed the relevant parties.Preparation of user manuals and other technical documentation and maintaining them through the Knowledge Management System: Confluence.Coordinating with product development, product owners, operations, service management, and internal and external parties. Show less

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  Peercore

  Jul 2020 - Feb 2021

  Associate Application Support Engineer

  Products:1.PermAssist - Fully hosted online software solution for building surveyors/certifiers to manage the building certification processes in Australia.2.Greenlight - Cloud-based online service for state government, local council to issue different types of permits.Responsibilities and Duties:Providing technical support for clients within building up and keeping a strong relationship (Australian based clients)Manage and handle day to day issues via ticketing system, working closely with end-users.Collaborate with the development team, and QA teams, to prioritize and resolve and/or mitigate outages.Implement and maintain instances for new clients.Creating Knowledge Base Help Articles and documentation, to ensure the availability of environment details and knowledge transfer.Providing Application release status to stakeholders with Creating Release Notes. Show less

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  Virtusa

  Feb 2021 - now

  Consulting, troubleshooting, and configurations on Oracle Fusion /EBS financial modules - GL, AR, AP, Procurement, FA, Invoicing/Billing and Expense.Handle Incidents/SR and Problems through ServiceNow and maintain SLA, MTTR, NPS and CSATs agreed upon in the internal business agreements.Following the Change management process, and coordinating with the governance team, DB team, L3 team, and business users accordingly.Handle all priority-raised incidents (P1 & P2) as per the ITIL process agreements.Attending business meetings frequently with our clients in different Geo locations and liaising with clients via MSTeams Chat/Screen sharing sessions.Working on a roster basis 24*7 Show less

  • Associate Consultant - Infrastructure Operations Engineer

    Jul 2022 - now

  • Infrastructure Operations Engineer

    Feb 2021 - Jul 2022