Joydeep Mukherjee

Application and Service Delivery Manager at Schneider Electric

• India - Kolkata
• My current job since January 2010

EBusiness Platform

Web Globalisation Project

28th Jan 2010 - Till Date Web Content management and application integration for Schneider Electric(Service Delivery and Project Management)

Deployement, maintenence and administration of the sites/Application of client (Schneider Electric)

 Working as a Application Manager & L2 in Application Support & Service Desk
 cKM On Oracle Knowledge, User Management, Process Management and Convention Reporting on Service Desk and Oracle Knowledge.
 Expertise in Content Management System (Interwoven+SDL Tridion), Open Deploy, RCA, Change Management, Release Management, Release validation and Test Plans, and workflow design.
 Creation of Reports based on out of SLA ticket, Review action lists on ticket pending and specific task to reach the resolution, Co-ordinating between external teams (Database, Webservice or external Partners).
 Validation and closure of tickets within SLA.
 Work on the TeamSite content management Componets and pages, Roslving specific issues as a L2 support for tickets logged in the ticket Management database.
 Manage the ticketing systems Internal(BMC Remedy and Jira) to manage correct and timely updation of the issue/request tickets and follow them up with users and co-support teams to achieve enhanced customer statisfaction and monitor if the service desk analysts are correctly assigning to the right assignee.
 User administration on TeamSite Content management.
 Deployment of new branches and site, Creation of Branch, Mutualisastion workflows, Assigning tickets to Infrastructure support to test the Branch and subsequently DNS creation.
 Updation and proper management of wiki (page de reference interwoven,
start_page and web_globalization the)
 Creation of Infrastructure internal ( TrackStudio) monthly convention report.
 Creation of process related documents.