Vishesh Singh
Support Center Analyst | ITIL, ServiceNow, Linux, docker/Kubernetes | NOC
- Role
- Support Center Analyst-noc at eSentire
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Vishesh Singh
Our team at eSentire safeguards network infrastructures, leveraging my competencies in support cloud services, and Linux systems. Leading incident management with ITIL-based ITSM and we ensure optimal sensor performance and swift resolution of any sensors services issues.Previously, as a Technical Support Engineer at Salesforce, as technical support engineer. This role honed my troubleshooting skills and ability to communicate complex technical concepts effectively. With certifications such as RHCSA and CCNA, I embody a commitment to lifelong learning and professional growth within the dynamic field of IT and Support.
Experience
Support Center Analyst-noc
Jul 2024 — Present · IN
Monitor eSentire services network and infrastructureIncident related to disk partition, RAID, CPU, memory, disk utilization, health-checks (related to various esentire sensor services).Configuration change on eSentire services like EXEcutioner,Country Killer Module as per customer requirement.Incident management via ITIL based ITSM (ServiceNow)Performs troubleshooting of a sensor related alerts/incidents and escalate to appropriate teams as neededPerforms troubleshooting of a variety of other infrastructure platform issues related Linux servers & Cloud(AWS). Utilizes a variety of system and event management tools and procedures to respond and resolve customer issues.Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including( configuration changes related to esentire services or operating system related), sensor shutdown/noshutdown, IP configuration, DNS configuration etc.Ensuring that all Servicenow incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)Communicates frequently with Client team(s), engineers/architects, Team Leads, during incident resolution.Create and maintain system and process documentation in appropriate knowledgebase.Assist with cross training of other team members as needed
Education
Indira Gandhi National Open University
Computer Science
2013 — 2016
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