Mmeli Sithole

Experience

• 

  BETSoftware

  Mar 2021 - now

  Ensuring that Hollywoodbets applications are functioning optimal. Acknowledging, prioritzing and managing Client and end user queries on Zendesk portal, whatsapp, Skype and Telephone. Proactive monitoring of applications /service failures on dynatrace then troubleshoot and find root cause and resolve issue at support level or escalate to dev if required . Monitor Bets Counts, Resulting data, Services broker queues, Service letancy, Payment Portal Deposit, Voucher deposit using SQL, Elastic, Grafana and Solar Wind dashboards .Urgently responding to P1 issues affecting the business and escalating to internal Dev team or third party team, keep comms going until issue is resolved. Tracking for updates on Jira for the application bugs logged with the dev team and adding support info if requested. Guided level 1 and level 2 team to Company standard operating procedures. Create or update SOPs and send to senior team for review then senior team will approve and upload on Confluence Show less Attending to Client and Customer queries on 4Me portal, Microsoft Teams , Skype and Telephone. Troubleshoot and resolve issues at support level and escalate to product team with repro steps included if unresolved by support team. Monitor all Application dashboards, Dynatrace and escalate system latency or database issues to DBA teams. Troubleshoot Application / service failures by checking API pools and error logs. Seeking assistance from a developer on microsoft teams if issues is not resolved and monitor issue until it resolved. Compile hourly site testing report and dynatrace report. Show less

  • Intermediate Application support analyst

    Aug 2023 - now

  • Junior Application Support Analyst

    Mar 2021 - now