Pawan

Production/Application support (L1 & L2) + Customer Service
39 years oldOther technical positionsCome from India Living in Other
Language: English
Mandarin: not at all

Production/Application support (L1 & L2) + Customer Service

Production/Application support (L1 & L2) + Customer Service Engineer
Royal Bank of Scotland
Nov 2020 - Nov 2020

Experience Summary: Currently working in ROYAL BANK OF SCOTLAND - Tower A, Unitech Infospace Complex, Sector 21, Gurgoan, India. 8 Years of working experience as a Production/Application support (L1 & L2) + Customer Service using technologies ASP.Net with C#, MS SQL Server, Microsoft AJAX, HTML, DHTML, Java Script. Experience in L1/L2 application support + Release & Change Management, Incident Management, Problem Management, Request Management, Capacity/Risk Management. Hands-on experience on Salesforce Release deployment, ServiceNow, IIS, Dynatrace, Geneos, Jira, Confluence, Bitbucket, Artifactory, Splunk, TeamCity Roles and Responsibilities Prioritizing Dealing with CHANGE Management (SCR/MCR/TCR), INCIDENT Management, PROBLEM Management, RCA and SLA Prioritizing and resolving incidents/tickets/alerts and track them against various SLAs. Decommission of applications, web services, load balancer, DNS and servers (DCR Requests) Providing application and infrastructure support Taking care of Pen test and Disaster Recovery activity Responsible for maintaining GEL Application data and iUer infrastructure (Details, Infrastructure, Contingency, Privileges, Clockwork Survey, Information Security) Creating of new service accounts/groups/Roles and providing necessary permissions/rights. Coordinate with various teams to analyze root cause and assist in efficient resolution of all production processes. Provide appropriate ON-CALL support. Performing Ready for Business (RFB) Checks. During OUTAGES, Open Bridge and make all the needed teams available to resolve issues ASAP Provide regular status reports to management on application status and other metrics. Monitor all ALERTS and Coordinate ESCALATION and resolution of major service/ UI issues. Report promptly to higher management regarding critical outages until resolution. Ensure daily scheduled and manual processes are completed on time and with high a degree of accuracy Customer service attitude.

Sir Chottu Ram Institute of engineering and technology
, Computer Science & Information Technology
Jul 2000 - Jul 2006(6 years)

Computer Science & Information Technology