Rakshita Nelamangalam PratheepKumar

• Monitoring all the production network and platforms real time using tools such as Pager Duty, SolarWinds, Service Now, etc.
• Writing of outage notifications and raising, and managing tickets in ServiceNow, following Discovery’s Incident Management process. Checking whether changes have impacted the service and advising others accordingly. Ensuring that requests are handled in a timely manner
• Working with Shared Accounts, Service accounts, shared files in Active Directory.
• Working on Change request for raising planned maintenance and check the required criteria.
• Hands on Experience with ServiceNow, PagerDuty, SolarWinds, Okta, Vsphere, BigPanda, Citrix Directory.
• Basic Windows and Linux networking knowledge.

• Contact for technical problems with hardware and software.
• Documentation of problem solutions in the ITSM Knowledge Base.
• Performing Password reset according to the SLA.
• Synchronizing/ create bridging of the account for the MFA.
• Checking the information and assigning the tickets to the concerned team.
• Track, prioritize and document incidents reported to IT Service Desk and Support 2nd level, using the relevant tools and processes.

• Handle incidents and service requests in ticketing system (ServiceNow) related to in-house application (Smart track) within SLA.
• Create/delete accounts or modify existing accounts.
• Stop/start application for planned maintenance activities.
• Troubleshoot disk space, permission and service related issues.
• Solve non-compliance issues related to application.

• Resolve customer complaints via email, phone call and chat support for online
customers.
• Handle order issues, provide appropriate solutions within the time limits, and follow
up on the resolution.
• Assist customers in placement of orders, refunds or modifications.
• Managing leads/accounts in Customer Relationship Management software
(Salesforce).
• Converting leads into opportunities
• Achieve sales goals.