Ajay Asokan

Experience

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  Techno Care Innovations

  Jan 2013 - Aug 2014

  Desktop Support Engineer

  - Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorised desktop applications - Expertise in designing and assigning IP addressing scheme in an enterprise level. - Maintenance of Network, Day to day troubleshooting and implementing verified changes through network.- Troubleshooting network and hardware problems.- Customize desktop hardware to meet user specifications and site standards.- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment. Show less

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  Airtel

  Jul 2018 - Apr 2019

  Network Operations Center Engineer

  - Advising on the purchase of networking software, hardware and other IT supplies. - Acting as the technical escalation point within the networking team. - Prioritising and troubleshooting complex network and systems issues, ranging from low-level hardware right through to application level. - Giving quality feedback and service to customers at all times. - Providing network support to complex WAN and LAN networks. - Completing hardware implementations, upgrades and repairs. - Securing network systems by enforcing policies and monitoring access to them. - Installing and improving network equipment. - Responding to enquiries in a professional and timely manner. - Providing 3rd Line Network Support to resolve complex faults on a 24/7 basis. - Liaising with third party partners and suppliers to ensure that faults are resolved within the correct time frames and to agreed SLA’s.- Providing all the required administration support to the department. Show less

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  Softtek

  May 2019 - Oct 2022

  Incident Manager

  Logging incidents with different priorities based on the impact. Interacting with different resolver teams to resolve the incident. Supervising post-incident review with root-cause analysis for all incidents. Part of the incident management team, which addresses all critical and high severity incidents. Responsible for restoration of normal service operation as quickly as possible and minimize the adverse impact on business operations for multiple clients. Responsible for managing the successful resolution of Incidents within defined Service Level Agreements. This includes the escalation, communication, and management of all Incidents through to resolution. Represent the first stage of escalation for priority incidents and act as an escalation point forsupport teams. Hands on Experience on the ticketing tool like ServiceNow, Jira, Zendesk & monitoring tools like Splunk, New Relic, Grafana, logic, Data dog. Prioritize incidents based on impact and urgency and drive high severity Incidents. Also run bridge calls and monitor the incidents to ensure that the Service Level Agreement are meet. Have knowledge in Magneto Ecommerce platform and commerce cloud operations. Handling CSO calls and provide the necessary inputs as per the requirements via Exigence tool. Working along with the Platform.sh to resolve commerce cloud issues. MBI alarms via AWS cloud watch.Make the necessary configuration changes in Fastly as per the request and provide access to users Show less