Anju Perumbilly Raj
Information Technology Support Engineer @Fortray Global Service Limited
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WORK HISTORY
Information Technology Support Engineer @Fortray Global Service Limited
Act as first-line SOC support for escalations from Network Operations and Service Request teams, handling 20–30 incidents/tickets per week and improving response efficiency across infrastructure services. Monitor security and system logs using Splunk, proactively identifying anomalies and contributing to a ~25% reduction in unplanned downtime through faster detection and resolution. Investigate Microsoft Defender malware alerts, assess severity, document findings, and execute response actions in line with SOC playbooks and incident-handling procedures. Support and maintain DNS, load balancer, and firewall configurations, assisting in network optimisation and availability for international web-hosting clients. Provide technical troubleshooting for web hosting environments, resolving configuration and performance issues and improving customer satisfaction and SLA adherence. Log, track, and update incidents in ITSM systems, ensuring accurate documentation, escalation, and audit-ready records for security and operational reviews.
EDUCATION
APJ Abdul Kalam Technological University (KTU), Thiruvananthapuram
Bachelor of Technology, Electronics and Communications Engineering
University of East London
Master of Science - MS, Information Security & Digital Forensics
ABOUT ANJU PERUMBILLY RAJ
IT Support Engineer with hands on 1st and 2nd line experience At Fortray Global Services Ltd. backed by an MSc in Information Security & Digital Forensics. Skilled across Windows OS, Windows Server, Active Directory, Office 365, Azure AD, Intune, SCCM, DNS, DHCP, and ITSM platforms including ServiceNow, Atera, Jira, and Remedy. Experienced in troubleshooting hardware/software issues, user account administration, remote connectivity, and managing tickets for 300+ users while meeting strict SLAs. Strong foundation in cybersecurity fundamentals, log analysis, SIEM tools, and incident triage, with career aspirations toward IT security and SOC operations. Certified in Microsoft MD‑102 and progressing through CompTIA Security+, Azure, and Blue Team trainings, combining technical expertise with strong analytical thinking, communication, and customer‑centric support.
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