Associate Consultant
amdocs
Total years of experience :9 years, 3 Months
● Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
● Remediate deviation of a process for tester/Developers/Application teams.
● Responsible for communicating with the Software development team, testing teams and stakeholders. Point of contact for all Major Incidents and stakeholders.
● Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
● Involving in Sanity testing for each application after software release deployment. Along with involving in process of software deployment and handling out escalation.
● Monitor the workload per Tier 1 Analyst and involving in all the software changes discussion to interpret the actual need and direct them towards timely closure.
● Monitor the incidents to ensure that the SLAs are met along with proper testing of application to get the customer requirements delivered.
● Identify, initiate, schedule and conduct incident reviews with Product Managers/Testers/Developers to identify Gaps and refrain from reoccurring.
● Ensure the closure of all resolved and end-user confirmed Incident records with proper guidance to customer along with training.
● Provide guidance to the Incident Process Coordinators in directing the Incidents/Defects through proper channel and teams.
● Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
● Gather requirements in product/features upgrade from external stakeholders and discuss it with internal stakeholders.
● Handling change request, supervise, and coordinate change management process with change managers and respective clients.
● UAT testing on new features and post bug fixes to deliver feature to client with no issues on production.
● Create and document for functional changes in coordination with Software development team.
● Mapping gaps between internal and external systems as being a face of customer for internal team to provide clarification to development team.
● Managing JIRA tickets and evaluating incident/request as per their priority along with engaging with Project Managers/Architects/Product Owner in projects delivery.
● Managing daily tasks of any incident or escalations from client along with proper and timely closure.
● Assist Technical writers in creation of functional and training documents which serves as user guide for customers.
● Maintain reports of Incidents/Change Request for each client and involving end to end implementation of Software development with Agile Framework.
● Work independently and collaboratively with team members to achieve common goals while maintaining responsibilities and commitments.
● Act as bridge between stakeholders and technical team to work in closure of the ongoing task, request, or bugs and training them after each release deployment.
● Worked in 24x7 team in providing technical support to end users (US Client) over call or email.
● Resolution of incidents/service request within SLA involving Outlook support, VPN etc.
● Performing daily operational activity in resolving incidents and providing the correct resolution to the incidents related to mail archiving, mails not working, syncing issues.
● Support in User account management, password issue, account creation on Active Directory, user ID enabling/disabling.
● Identifying VPN issues and resolving it while being on call and assigning it L2 support team if required.
● Mapping network drives/Printers if access has been provided to customer and troubleshooting if there is any further issue.
● Determine the best solution based on the issue and details provided by customers while providing L1 support to the EU, direct unresolved issues to the next level of support personnel.
● Provide accurate information on IT products or services, record events and their resolution in logs.
● Pass on any feedback or suggestions by customers to the appropriate internal team, identify and suggest possible improvements on procedures
Worked as Freelancer in providing services like IT Support, system Admin Etc
● Worked with Software Asset management team to provide licensed software to users and troubleshooting them.
● Providing software installation support to end users along with remote support for the service request and configuring the application on machines.
● Tracking the request in ticketing tools and working on as per the priority with the defined SLA.
● Acted as a SPOC for the user request and proactively channeling requests to the service team including management of escalations.
● Monitoring the service desk requests, analyzing, troubleshooting and resolving the service request along with escalations.
● Logging tickets on ticketing tool and providing the L1 support for the incidents raised by the team.
● Proactively worked on request, identifying problems areas, and providing the solutions for the better value of service.
● Hold multifaceted responsibilities like Data Analysis and prepare daily and monthly reports for all the activities of NOC.
● Tracking, analyzing trends and providing support for service request and follow up of issues for service restoration.
● Produced and provided a concise reason for outage report to the customer, handled outages and worked on restoration within defined SLA.
● Fostered Escalations (Internal teams and External vendors) to get the earliest resolution possible for proactive faults to avoid any service affecting outages in the network impacting customers.
● Acted as a SPOC for the user needs and proactively channeling the requests to the service team including management of escalation when required.