Yuvaraj R

Experience

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  SHRISHTI CONSULTANCY LIMITED

  Nov 2007 - Oct 2009

  Associate Customer Engineer

  Desktop Support for internal employees. Internet and Router configuration within premises. Network troubleshooting and optimization Firewall policy update and patch updates on weekly basis. Vendor coordination in product sales and support. Printer troubleshooting and configuration wirelessly. Worked in Conference room cabling and VC setup. Worked with AMC vendors and get the closure on renewal. Software installation and troubleshooting in installing packages. Customer Data and all other confidential data storage. Assisted LAN cabling with vendors. Hardware setup for new computers. Show less

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  Consim Info Private Limited

  Nov 2009 - Dec 2010

  Telesales Executive

  Assisting the customers through chat and email and phone support. Handling Customer Issues. Mail Interaction with the Customers. Handling Escalated users and cross and up selling of the products. Explaining of additional benefits and freebies for users requesting for refund. Interacting with the customers and solving the queries.

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  Sulekha.com

  Aug 2011 - Nov 2013

  User Support Specialist

  Validation of leads through various processes. Interaction with the User and Business end to ensure the leads and requirements are appropriate. Finding inappropriate categories and escalate to product based team to make changes. Verification of leads with users to find the rightful Business needs. Product analysis as per the market standard (all categories of yellow pages). Helping HTML team with the webpage view and functionality to bug fix. Worked as part of product development team and ensured webpage is updated. Business analysis performed in terms of revenue and customer service Helped leads in roster and backup on the meetings. QA performed on team performance and correcting the backlogs. 100 % compliance ensured in process perspective. Participating in Business review meeting to share our insights and following up with the team to implement the same. Ensured team attendance adherence as per policy Ensured fake queries are rejected in L1 and escalated to next level team to avoid the same. Search Engine Optimization for Business categories, keyword setup for SEO links. Active team coordination and training new employees. Show less

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  IV Support Technologies

  Jun 2014 - May 2015

  Technical Support Engineer

  Providing remote solution for US users. Do L1 troubleshooting (Fixing BSOD, WIFI connectivity, POP ups, Browser issues, Application issues, windows related issues) All kinds of windows troubleshooting and network troubleshooting Receiving Inbound calls for Windows related incidents Driving an incident to resolution through support engagement. Notification to senior leadership of current status and impact to customers. Provide leadership and guidance to the coordinators. Ensure escalation procedures are followed and correct support teams are engaged. Assist with user acceptance testing of new applications. Worked with Asset Management for closure of Software and Hardware Service requests. Helping Team leads in scheduling roaster, daily reports and shift hand overs Helping team to work on FCR and AHT to avoid SLA breach. Creation of knowledge base articles and uploaded to Service Now to ensure following SOP without excuses. Handling case to case scenarios. Show less

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  Tech Mahindra

  Jun 2015 - Nov 2017

  Senior Technical Associate

  Provides technical input to the technical team to dive the incident to resolution and makes appropriate severity assessments for each incident that arises. Handling highly sensitive Mission & Business critical bridges. Assists in the delivery of communications between all resolver groups and focus on keeping business and stakeholders informed of incident status. Engages and manages third party vendors on high priority incidents to ensure maximum swift resolution. Support and assist in incident resolution, Problem Management, Root Cause and Corrective Action (RCCA) analysis . Performs as the liaison with Technology Operations and Line of Business teams which includes support, application admin teams, and leadership to ensure swift resolution of incidents within SLA targets. Mainly during critical outages tasks or changes. Working with AD to make the changes of user accounts, user account creation, attribute changes, adding users to a group, OU creation, assigning objects to right OU. Installation of Server manager 2012 R2. Installation & removal of SCCM in Domain machine. Applications worked (Lotus Notes, Kronos, Sharepoint, SAP GRC, Outlook, Email license assigning, Email Forwarding & providing delegate access to users through Exchange Server. Installation of operating systems Ms Windows XP, Win 7 and Win 8 and Update the OS with the patches regularly and manage Users, Groups using AD and Group policies. Installation of At&t, Cisco VPN, Windows VPN and make connection to act as a medium of bridge to corporate connectivity. L1 & L2 troubleshooting of Office 365 issues, power shell scripting to remove users share mailboxes. ISO file deployment through MDT and SCCM Hands on knowledge in configuring DNS, DHCP, SCCM, Exchange Servers. Installation of VMware for working multiple OS & and disk space increase in VM in case of alert or requirement. Worked as a risk analysis for change management plans and activity. Show less

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  Tata Consultancy Services

  Feb 2018 - Jan 2021

  Assistant Consultant

  Lead a team of SME’s in response to incidents by assessing risk, and providing effective oversight consultation services related to suspected criminal activity or securities related activities and validation of incidents Plan, direct and coordinate activities to ensure quality intake and estimation services and continuous improvement of these services Monitoring Application health status through App Dynamics, Zabbix, Nagios, Radboard, OIV, APM. Closely working with Application DevOps in alert reduction program. Engages in all Severity, priority 1, 2 incidents and restore business operations as quickly as possible. Provides technical input to the team to drive the incident to resolution and makes appropriate severity assessments for each incident that arises. Coordinating with L1 & L2 to ensure incident resolution by following SOP. Acquired new SOP from DevOps and L3 team to avoid correlating severity outages. Tracking the record of all incidents and leading to problem management process to complete RCA. Graphical representation of all recurring incidents and noise alerts. Root Cause and Corrective Action (RCCA) analysis and Change Management. Suggest process improvement areas based on ITIL methodology and make recommendations to improve customer satisfaction. Intake of SOP’s to ensure L1 troublleshooting is effective and in place. Weekly call with DevOps to find the probablity to resuce the noise alerts and new alerting mechanism. Ticketing tools worked Service Now, BMC Remedy, Jira, Brouha Applications supported Clips OSS, Cafe360, Workbench, Webtop, CSP, BCP, BSEE. Working with severity incident summary report and update the same to stakeholder Ensure compliance to Incident Management and Ticketing processes. Show less

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  Comcast

  Jan 2021 - now

  Engineer 4 Engineering Ops

  ● Adapted Agile Framework to resolve people problems & project Roadblocks. ● Lead, arranged and facilitated all scrum ceremonies including Stand-ups, Reviews, Retrospectives, Grooming, and Sprint & Release planning.● Maintaining Team Data in Project management Software (i.e., JIRA, Scrum Boards, etc.) ● Performing Root cause analysis (RCA) and Corrective and preventive action (CAPA) within team resulting in improvement of team’s quality● Demonstrating expertise in ensuring Agile best practices and lean governance principals are followed. Successfully delivering large & complex cross-departmental/functional projects/programs.● Track record for meeting timelines and exceeding exceptions with problem-solving ability.● Tracked and communicated team velocity and sprint/release progress to all the stakeholders using JIRA● Supported the Product Owner in backlog management and ensure it is properly prioritized and sized as appropriate.● Led a team of 6 including 4 Incident/Problem/Change and 2 application SMEs. ● Adhered to Organizational goals and initiatives taken to meet the KPI metrics - Mean time to Mitigate, Mean time to Resolve, Detection% & RCA entered (time to complete RCA). ● Managed and Led a Focus group for all the domain applications to closely track the RCA and change deployment to prevent Change caused outages and any slippages during Problem & Incident handling ● Proficiency in maintaining CMDB and dependency assets in Service NOW resulting in eliminating the non-operational assets and identifying the service weightage of the application.● Regular coach/feedback given to the team to motivate the team in Initiating Automation scripts/health rule policies to automate Business services ELK API-based alerts & events through Grafana resulted in improving the detection rate from 15% to 43% during the outages. ● Led a team in migrating the Grafana Instance to Cloud Grafana by enabling the Data sources and Panel migration using JSON script & snapshots. Show less