Operations Support
ncbs-mobily
مجموع سنوات الخبرة :12 years, 4 أشهر
Over 4 years of accomplished experience in Systems, Project Management and Technical process. Comfortable managing systems and teams.
Systems Support and Project Management Associate:
Understanding a project’s scope and creating documents for the project’s requirements.
Conduct project/phase kick-off meetings to communicate individual roles and project
expectations and ensure that all project team members have the tools and training required to perform effectively.
Monitor projects on an ongoing basis, evaluating progress and quality, managing issue resolution process and taking corrective action as necessary.
Coordinate schedule of activities related to the project.
Work with the Project Team to report analyzed data and communicate results to management accordingly.
Technical Support to staff.
Verifying systems accordingly
Administration of communication to and from Operations and other support departments.
Manages Incidents, Services Requests through various communication channels providing support to meet the needs of the business.
Develops solutions and or workarounds using problem solving techniques in order to restore service as quickly as possible.
Monitoring and maintaining computer systems and Operational Services and solving their issues on time.
Monitoring the SLA and employee database updation by coordinating workforce team.
Achieving required Service level.
Coordination with workforce management team to meet set service level goals.
Coordinating with IT Teams in resolving the issue on time and ensure for maintaining the operational work with in SLA.
Receive and prioritize issues and forwards using escalation procedures.
Daily Interaction on regulatory issues with other departments and Identifies and promptly allocates unresolved cases as appropriate to ensure progression, advises users of actions taken.
Ensures service delivery and incident resolutions are met in accordance with service level agreements
Share issues, knowledge and expertise with colleagues and managers ensuring they receive the information they need to perform effectively.
Reporting of Agent performance, Adherence management updation data.
Coordinating with concern teams for global incidents/outages.
Respond to support tickets from clients and colleagues within agreed Service Level Agreements
Resolve support tickets in a fast and professional manner
Log any bugs or feature request/outages on the network, system applications.
Checking and assuring applications quality of service and health check of applications functioning.
Escalating application/services issues and outages (planned/unplanned) with concerned parties.
Handling performance management tool (PMP) incidents.
Granting the access to the Mobily Systems for Customer care staff new comers and old users and updating user accounts (Adding/Deleting privilege) also handling RSA token issues.
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems.
Serving staff/clients over the telephone to help set up systems or resolve issues online.
Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
Responding within agreed time limits to call-outs.
Troubleshoot software and hardware failures and determine network problems.
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems.
Serving staff/clients over the telephone to help set up systems or resolve issues online.
Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
Setting up new users' accounts and profiles and dealing with password issues.
Responding within agreed time limits to call-outs.
working continuously on a task until completion (or referral to third parties, if appropriate);
Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers.
Conducting electrical safety checks on computer equipment.
Masters Degree in MBA from Osmania University in the year 2010
B.Com(Computer Applications) from Krishnaveni Degree College Affiliated to Kakatiya University in the year 2008
• Intermediate in Mathematic, Economics and Commerce (MEC) from Krishnaveni Junior College (Board of Intermediate), Kothagudem in 2005.
• SSC from Triveni High School (Board of Secondary Education), Kothagudem in 2003.
