Mothi Shaik

Experience

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  Tata teleservices

  Nov 2016 - Sept 2018

  Technical Analyst

  ❖ Attending end user problems through helpdesk.❖ Checking the internet links at the customer End and resolving the problem through NMS by routing the Links.❖ Creating tickets using CRM and routing to L2/L3 support if the ticket is not resolved within SLA.

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  OSBIndia Private Limited

  Oct 2018 - Dec 2020

  Technical Support L2- IT

  ❖ Responsible for identity and access management throughout the organization.❖ Responsible for provisioning/deprovisioning of access to applications, infrastructure, and operating systems as per established policy, standards and procedures.❖ Resolving Incidents and user issues within SLA.❖ Monitored, controlled and supported service delivery.❖ Manage end user accounts, permissions and access rights and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance.❖ Responsible for providing the user privileges with all approvals.❖ Well versed with following processes: new hire on-boarding, employee off-boarding, department transfers, access remediation, and privileged access.❖ Experience in role based access control.❖ Responsible for creating user access in Active Directory, assisting with troubleshooting and problem analysis by working with other teams, vendors or users in diagnosing and resolving user access issues.❖ Knowledge and proven experience in service request fulfillment, incident management and event management.❖ Responsible for providing folder access and server access. Show less

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  Enquero

  Jan 2021 - now

  ❖ Managed the team and successfully handled a massive production environment and corresponding incident management.❖ Lead the internal efforts in managing the product life cycle and incident life cycle.❖ Work directly with Cisco sellers to capture and analyze challenges, work on gap analysis and refine requirements.❖ Guiding, motivating and driving the team through the support lifecycle and successfully achieved optimum throughput during release cycles.❖ Liaison between clients and development teams for requirement clarification and other technical queries.❖ Experience in Querying, manipulating, large datasets and creating customer data views and reports.❖ Incident and problem management-Provide L1 and L2 support to internal business teams.❖ Work on Ticket management using Tools –JIRA, Service Now and Pega to keep the track / Prioritize requests from the client facing teams.❖ Monitor and track team’s progress, resolve issues, coordinate tasks, and activities directed toward completing the project goals.❖ Host Daily standup meetings and conducted scrum ceremonies.❖ Coordinate all Scrum Ceremonies including sprint planning, daily standup, sprint retrospectives, story grooming.❖ Report analysis and report management.❖ Ensure the KPI’s and SLA are followed Show less

  • Assistant Manager

    Jul 2022 - now

  • Business Consultant

    Jan 2021 - Sept 2022