Consultant - Capgemini Technology Services India Limited - Mumbai
(2019-05 - 2025-12)
Provided Level 2 support for Glovia ERP modules and production support.
- Provide Level 2 support for Glovia ERP modules such as Manufacturing, Inventory, Procurement, Planning, Finance, and Order Management.
- Analyze and resolve application incidents raised by end users within agreed SLAs.
- Investigate ERP transaction failures, system errors, and process-related issues.
- Perform root cause analysis (RCA) for recurring incidents and recommend preventive actions.
- Monitor daily ERP operations and ensure business-critical processes run smoothly.
- Execute SQL queries for data validation, troubleshooting, and report generation.
- Support month-end and year-end business activities by ensuring system availability and resolving critical issues.
- Coordinate with L3 support, developers, and functional consultants for complex issue resolution.
- Assist users with process-related queries and provide functional guidance.
- Review application logs and system alerts to identify and address potential issues proactively.
- Support ERP upgrades and deployment activities.
- Create and maintain knowledge base articles, SOPs, and troubleshooting documentation.
- Participate in change management and release management activities.
- Track incidents, service requests, and problem tickets using tools such as ServiceNow and cherwell.
- Conduct impact analysis for production issues and communicate updates to stakeholders.
- Generate operational and incident reports for management review.
- Ensure compliance with ITIL and ITSM-based incident, problem, and change management processes.
Consultant - Capgemini Technology Services India Limited - Mumbai
(2019-05 - 2025-12)
Provided Level 2 production and application support for LoadChart, JBCE, EVTA, and MyStatements applications supporting employee workforce management and payroll processes.
- Provided Level 2 production and application support for LoadChart, JBCE, and EVTA applications supporting employee workforce management processes.
- Monitored application availability, batch jobs, interfaces, and scheduled processes to ensure uninterrupted business operations.
- Investigated and resolved incidents, service requests, and production issues within defined SLA targets.
- Performed detailed analysis of application logs, system alerts, and database records to identify and resolve issues.
- Executed SQL queries for data validation, troubleshooting, reconciliation, and report generation.
- Coordinated with business users, HR teams, payroll teams, and development teams for issue resolution and requirement clarification.
- Performed Root Cause Analysis (RCA) for recurring and critical production incidents.
- Supported application deployments, release activities, and post-production validation.
- Managed user access issues, data correction requests, and application configuration-related queries.
- Participated in incident management, problem management, and change management processes following ITIL practices.
- Created and maintained knowledge base articles, SOPs, and support documentation.
- Provided on-call support for critical production incidents and business-critical processing cycles.
- Supported employee timesheet submission and time-entry management processes.
- Resolved issues related to missing time entries, incorrect work hours, approval workflow failures, and timesheet discrepancies.
- Validated employee time records before payroll processing.
- Monitored integrations between LoadChart and payroll/HR systems.
- Assisted managers and employees with timesheet corrections and approval-related issues.
- Supported employee bonus eligibility and bonus calculation processes.
- Investigated bonus calculation discrepancies and employee eligibility issues.
- Validated bonus-related data and calculation results.
- Resolved issues impacting bonus processing and payment cycles.
- Coordinated with HR and compensation teams to ensure accurate bonus calculations.
- Supported employee vacation travel allowance management and reimbursement processes.
- Investigated allowance calculation discrepancies and eligibility-related issues.
- Resolved application issues affecting allowance requests, approvals, and payments.
- Validated employee travel allowance records and supporting data.
- Assisted HR users with vacation allowance maintenance and reporting requirements.
- Provide L2 production support for MyStatement and payroll-related applications.
- Investigate and resolve incidents related to salary slips, payroll processing, tax statements, and employee records.
- Analyze application logs and database records to identify root causes of issues.
- Perform SQL queries for data validation, reconciliation, and issue investigation.
- Support payroll cycles and ensure timely generation and distribution of employee statements.
- Monitor application performance, batch jobs, and scheduled processes.
- Coordinate with payroll teams, HR teams, developers, and infrastructure teams to resolve production issues.
- Handle service requests and user queries within SLA timelines.
- Perform impact analysis and support release and deployment activities.
- Document known issues, workarounds, and troubleshooting procedures.
- Conduct Root Cause Analysis (RCA) for recurring incidents and implement preventive actions.
- Participate in change management and production support activities.
