Product Owner - AVP
ANZ Banking Group
Total des années d'expérience :19 years, 5 Mois
• Identifying gaps in the process & implementing internal controls for mitigating operational risk & service improvement
• Defining the road map and prioritizing the backlog of work to meet the vision in a timely manner to meet market and customer demands
• Monitoring and auditing processes & procedures for compliance; scheduling and conducting Quality Audit inspections and reviewing support Documents, Data & SOW
• Recommending corrective action plans and improvements for resolving non-compliance issues
• Generating reports for different support regions
• Reduction of emails by getting Self Service option created for APEA region
• Developing KB (Knowledge Base) articles for assistance to the Service Desk
• Undertaking service improvement drives in association with communication team through call reduction by user education and self-help portals
• Take responsibility for the development of ongoing enhancements, create and priortize user stories.
• Conducting Monthly Service Review meetings and coordinating with the stakeholders and vendors to deliver the IAM roadmap in a phased and iterative approach
• Performing administrative functions pertaining to research, investigation and assessment
• Communicating and educating users to increase awareness and adherence to standards, procedures and quality control
• Liaising with users and management; ensuring highest operating standards are maintained and all customer correspondence is clear, concise, courteous and as per time
• Analyzing reports, taking preventative action to ensure Service Levels are met across the IT operation
• Defining, supervising and delivering identity & access management solution to business-as-usual operation
• Participating actively in the development of I AM strategic planning of I AM programs
• Implementing policies, Standard and Processes for all aspects of Global Access Manage itment operations
• Comprehending and refining Role Based security framework
Troubleshooting and monitoring windows server performance. Ensuring that the server’s are patched up to date.
Managing Belkin applications using Remote Desktop Sessions on a Terminal Server.
Managing user accounts.
VPN configuration
Wireless configurations
Managing network printers and dealing with printing issues.
Mapping the external drive
Sharing files
Troubleshooting with third party firewalls
Wireless Print Server Installation
Basic Configuration for Outlook and Lotus Notes
Installing KVM switch on Server and client machine
Blackberry Configuration
Was earlier working as a Specialist Technical Support for QuickBooks (Book keeping accounting software). Later got promoted as Sr. Technical Executive and transferred to a high end enterprise level process QuickBooks Point of Sale (Retail business software). Main responsibilities are to provide the High End Technical Support for Quick Books application to US clients. Inventory management and tracking for retail business, Troubleshooting connectivity for SQL database for between the client-seeker and the server, Configuring firewalls to white list the required executables, Back office accountancy for retail businesses payroll for US employees, Hardware troubleshooting which includes receipt printers, handheld scanners, tag printers and credit-debit card readers. Added Responsibities: Apart from managing and maintaining Quick Books software's, I also was a member of escalation team to handle windows related issues for Windows Xp Sp2 OS. Well versed with troubleshooting issues like OS hang, Blue Screens, Application installations
Worked as a customer care executive representing our clients Toucan Telecom. Main responsibilities were to sell the telephone & broadband connections to U.K customers.