I have 9 years of experience in application and production support. In this tenure I have worked with Customers across US,Canada,UK, and 8 African countries as well. Being in this role has led me to work with different applications (Banking Systems, StockMarket Application, Ecom websites) build on various technologies. I believe proactive monitoring is the backbone when it comes to supporting the applications and managing infrastructure. I know the importance of documenting the steps post resolution of the issues to maintain SOP.
I believe proactive monitoring is the backbone when it comes to supporting the applications and managing infrastructure. I have the patience required to manage the triage calls. I know the significance of communicating clearly in the triage calls that involves multiple teams including client. Identifying the serverity of the issue , initiating the call , gathering multiple teams, sharing the necessary information to make sure the direction of investigation goes properly to avoid redundancy of efforts and optimizing the performance of the system by keeping a track of existing or previously occurred issues,