Experience

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  Edelweiss broking ltd.

  Jun 2010 - Jul 2011

  Relationship executive

  • Worked for Edelweiss Broking Limited as a HNI-RE Client advisory services (August 28th 2010 – September 2011). Portfolio management for Client who do trade on Stock exchange

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  Tesco

  Sept 2011 - May 2015

  Systems engineer

  NA• To resolves technical issues or request raised by users from Tesco Head Office who are located in UK/ROI and the Distributions centers all around the Estate via incoming calls.• Liaison and co-ordinate with 2nd, 3rd level and Vendor Teams• Experience of working on ICCM Tool Service desk (Call Logging Tool) • Active Directory • MS OFFICE• Hardware: Printers / Laptops / desktops / Keyboards / LAN ports• Office 365• Share Drives • Mobile Devices: I phone, Nokia Lumia, Android Phones and HUDL Devices• Citrix – Mainframe 80 and Mainframe132• Network i.e. Wireless / WIFI• Remote Desktop Support• Software Installations • PC software issues: E.g. Java Update, IE Reset, Google Chrome Installation • Internet Explorer • RAS, DAS and SVI Corporate connectivity• Tele Presence issues• Telephone Issues: E.G Cisco Nortel, Avaya Phones Show less

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  Hcl technologies

  Jun 2015 - Dec 2016

  Specialist

  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions.• Make sure that all critical and major incidents are addressed within SLA response time.• Chair Bridge calls for effective coordination of incident resolution/service restoration • Expertise in Service Now and managing ticketing system.• Core competencies include Incident management, Problem management, Configuration management, Issue identification and resolution, Auditing & compliance and so on.• Creation of incident and service requests for the supported applications and assigning them to L2/L3 as per scope.• Troubleshooting connectivity issues in DOD/SDOD 1.0/SDOD2.0/RDH machines.• Expertise in managing Portal Tickets /Backlog & tier 2 tickets and the queue count.• Administer and provide User account provisioning. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Show less

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  Attra

  Dec 2016 - Jul 2017

  Service team lead

  • As a Service Lead my key responsibility was to regulate the incidents and restore within the stipulated SLA.Timely Response and intimation of the Impact to the hierarchy and major stake holders, involving all the resolver groups maintaining the decorum of the process• Proactive Incident Management, trend Analysis and working closely with the alert teams • Keeping track of service availability and downtime • Track the open incidents with proper feeds to the service desk• Closely working with the Problem manager for flagging new problem tickets based on trending of Incidents, RCA, Problem Analysis, Post Incident Reports, record the Timelines of Incidents • Providing knowledge trainings to team members, Presentation of MOM, Circulation of important process related information’s • Provide Metrics on various KPIS of Incident Management • Weekly presentation to Client on teams performance as a SDI or SDD Deck • Daily track the Application Support daily ticket counts and Track the tickets for Closure and Sharing the Daily counts and Daily Operations Report for the Application team Show less

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  Flatworld solutions

  Jul 2017 - Aug 2018

  Operations lead

  As an Operations Lead my key responsibility is to handle around 30 members in team, who handle up to 10 clients Handling Insurance Back Office Operations for 10 clients. Setting up GoToMeeting weekly call and have a process review every week. Monitor the Utilization and Quality of work performed by the team members. Provide timely feedback to team members to guide them to perform better and provide metrics.

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  Flatworld mortgage solutions

  Jun 2020 - now

  Associate operations manager