prachi KHIROLKAR

IT Analyst at Maersk

• India - Pune
• My current job since April 2013

 Coordination within and between cross-functional teams, resource planning, and estimation
 Manage the change requests with vendors (TCS, IBM GBS, IBM GTS, UST, HP, HCL)
 Review Test cases and Test Data
 Experienced in release and change management tasks
 Actively involved in the Global rollout
 Tracking timelines, SLAs for difference projects
 Manage the Centralized Support Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work.
 Ensure all calls are logged in the Service Desk logging system
 Respond to enquiries from clients and help them resolve any platform or application problems.
 Allocate more complex calls to the relevant IT Support member.
 Develop, document, and support/execute processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and internal or external BPO Teams, vendors who reports incident or requests.
 Develop a continued service improvement plan on a quarterly basis to address suggested improvements.
 Regularly report service improvements implemented and recommend actions to further improve performance and service delivery.
 Report monthly on service delivery performance to Management and clients
 Handle Escalation Properly and route it to correct channels.