Akshatha

Security Verify Access (Isva Isam)-support Engineer @IBM

Dublin, IE

Providing Level 2 support across the Security Verify Access (ISVA/ISAM) and Verify SaaS productCoverage during EMEA timezone hours as well as coverage for offshift -weekend call outEnsures support requests from clients are worked within the expected SLA and with high quality, while also providing clearly written/structured updates and ultimately a final resolution within the support ticketWorks closely with other regional IBM Verify support centers to ensure support requests areappropriately worked from a global perspective.Act as the liaison between the customer and the development teams to resolve field issues and determine root causes.Reproduce customer reported issues in a lab environment and validate solutions.Performing in-depth problem diagnosis and creating action plansAnalyzing traces & logs and performing remote diagnosisEngages with clients to understand their current implementation and future.Communicating with customers via email and telephoneResearching and providing answers to “how-to” questionsEscalating new defect issues to L3/DevelopmentMaintaining customer records in IBM problem tracking toolsTechnically owning and managing customer issues through to resolutionInstalling and maintaining products in test environmentsPerforms on-call support duties, which requires outside business hours expectationsDentifies, creates, or enhances processes, knowledge base articles, and product improvements through the lessons learned from field reported problems and activities.

LB&SBS college ,sagara

Pre-university

National College of Ireland

Masters, Cloud Computing

Alvas Institute of Engineering and Technology, MOODBIDRI

Bachelor of Engineering - BE, Computer Science

Pragathi COmposite High school,sagara

High School