Rahul O. K
Manager - IT Operations at Pearl Data Direct
- Role
- Manager IT Operations at Pearl Data Direct
- Location
- Kozhikode, KL, IN
- LinkedIn followers
- 500 followers
About Rahul O. K
Experienced Lead Engineer with a demonstrated history of working in the financial…
Experience
Manager IT Operations
Jul 2023 — Present · Ernakulam, IN
Roles and Responsibilities:• Managing Team of 16 members (L1 & L2) of Support Operations on day to day basis with 20*7• shift.• Creating Monthly Roster for each month based on business needs and also considering their• planned leaves.• Documenting the process following on Team inorder to have a knowledge base.• Mentoring and Training the team members whenever new changes coming with in the system or• process.• Evaluating each members their performance based on the tickets and solution quality.• Managing the ticket queue on our Ticketing tool – Manage Engine• Prioritization is done based on each tickets story and assigning to the respective technicians.• Monthly SLA Performance Evaluation is done to see the Team progress.• Handling escalations and provide RCA for all the service unavailability issues• Serving as a key person to contact via email or phone for any escalations due to lack of service• availability from support• Conducting Weekly meetings to review the tickets handled by each technician• Ensuring that each technician is working by following team operations work flow.• Connecting with Management to showcase team performance on monthly basis.• Act as Lead in release management and ensure that team have all the documents and related• access for the deployment activities.• Following up with development team (L3) regarding each bug raised on JIRA and ensure that• ticket is closed from our once the fix is moved to production.
Education
Palora Higher Secondary School,Koyilandy
Plus Two
2005 — 2007
Kerala Government PolyTechnic Calicut
Diploma in Computer Science
2007 — 2010
Ilahiya Higher Secondary School,Kappad,Calicut
10th Standard
2004 — 2005
Skills
- Oracle
- Requirements Analysis
- Agile Methodologies
- Sql
- Linux
- Team Management
- Databases
- Ireport
- Java
- Microsoft Sql Server
- Javascript
- Css Javascript
- Php
- Mysql
- Web Services
- Html
- Software Project Management
- Asp.net Ajax
- C# 4.0
- User Acceptance Testing
- Pl/Sql
- Software Development
- Web Development
- Business Analysis
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