Shikha More

Experience

• 

  Cognizant

  Jan 2014 - now

  Working as Technical Support Lead to drive a team of 6 towards enhancing and supporting Client ITIL Business Process.• Developed technical solutions to diverse operational problems. Managed team of 6 personnel focused on implementing resolutions and updates.• Trained junior members of IT team regarding ITIL Process and troubleshooting of critical IT issues.• Fielded inbound phone calls to deliver effective support and remotely resolve service issues.• Assisted customers in identifying issues and explained solutions to restore service and functionality.• Resolved a diverse range of technical issues across multiple systems and applications.• Collaborated with supervisors to escalate and address customer inquiries or technical issues. Show less 1) Worked as a Senior Splunk Support Engineer in a Team of Application and Server Operations for top Investment Bank client2) Worked as Senior Technical Support Executive for Retail Client to enhance client ITIL Business Process.Operating Systems: UNIX, WINDOWSTools and Utilities: SPLUNK, BEM, PATROL, PUTTY, BPM, HPSIM, Service Now, Alert Registry, IBM Directory, GARS, HPAM, Global/partial blackout.• Design, support and maintain the Splunk Infrastructure in a highlyavailable configuration and standardize Splunk forwarder deployment, configuration and maintenance across a variety of UNIX and Windows platforms.• Troubleshoot Splunk indexers, search heads and forwarder problems.• Create role based access and SAML based SSO authentication for Splunk.• Part of Service Desk ITIL Support in resolving issues related to Software Applications, hardware and other IT related issues as a part of Internal IT technical Support in Service Now. Show less Worked as a Junior Splunk Support Engineer in monitoring the splunk servers of a top Banking Client in Zurich and performed below activities.• Installed & configured and managed Splunk Enterprise Server 6.x onvarious platforms like Windows Server, Linux.• Tuned and Supported Splunk Enterprise Server 6.0.• Worked on various components in Splunk Enterprise architecture such as Search Heads, Indexers, Deployment server, Deployer, License Master, Heavy/Universal Forwarders etc.• Developed Splunk queries and dashboards targeted at understanding application performance and capacity analysis.• Worked on multiple Splunk SPL functions to create new fields during search and used Splunk for Application Logs, Security Logs and Performance monitoring.• Involved in standardizing Splunk forwarder deployment, configuration and maintenance across Linux and Windows platforms. Show less

  • Technical Lead

    Jul 2018 - now

  • Senior System Engineer

    Jan 2015 - Jul 2018

  • Junior System Engineer

    Jan 2014 - Dec 2014