Senior Engineer-Service Support
Sopra Steria
Total years of experience :9 years, 5 Months
Worked as a Senior Engineer-Service Support where we log all Incidents/Service Requests details, categorization and prioritization codes managed by ITSM tool (ServiceNow). Keep management and business informed about the progress of critical incident. Record and classify received mails and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
• Point of contact between the team and senior management, maintained. Communication on key deliverable of the process with SLA
• Managing overall resource planning while identifying and
• Analyzing performance metrics and communicating the same to
individuals and senior management and ensure proper communication across all lines of authority within the team.
• Responsible for operations Processes, planning for the changes,
regularly perform quality checks on INC, WO, Problem on work done by new and tenured associates. Related to Incident, Problem and Change Management,
• Maintaining inter-departmental coordination in operations among various teams, for CAB calls, Approval & Rejection of the changes, planning MIS system for ready reference.
• Expertise in managing Management Information System (MIS).
• Apt in Tracking and maintaining metrics for a variety of data including productive utilization, quality audits, attendance, seat utilization, individual and process performance, daily MIS, weekly dashboards and control charts, monthly process analysis report (PAR) and Management by facts(MBF), monthly employee engagement and satisfaction scores etc.
•Expertise in managing Management Information System (MIS)
•Apt in tracking and maintaining metrics for a variety of data including productive utilization, quality audits, attendance, seat utilization, individual and process performance, daily MIS, weekly dashboards and control charts, monthly process analysis report (PAR) and Management by Facts (MBF), monthly employee engagement and satisfaction scores etc.
• BMC remedy, Alert find and BMC remedy alert tools and LANDesk and Service Now
• Managed various trouble tickets based on priority and criticality of the issue.
• Worked as bridge between various support groups and Infrastructure teams.
• Worked in close acquaintance with ITIL practitioners.