Chennai, Chennai districtMember since 28 January 2023
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About
I have 9+ Years of Experience.
Currently I’m working as Info Technology Analyst at NTT DATA Global Delivery Services (P) Ltd, Chennai from May 2015 to till now.
Experience
Proficient in ITSM tool administration and management, ServiceNow, BMC Remedy tool.
Ensure request, incident, problem, and change records are accurate and complete, from creation to closure
Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
Collecting the team's Cause and Improvement Plan for the DSAT Comments.
Building dashboards and reporting in the Service Now tool in accordance with customer and manager needs.
Daily monitoring of end-user CSAT and DSAT remarks.
Random auditing is done and for requests that have been on hold for more than a week.
Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership
Generating the Unassigned case report and sending across to all SBG’s in the team.
Sending to manager and customers a Daily Burn Summary Report that includes all newly created, closed, and open tickets.
Generating the Aging Cases Report and requesting the team's status on the ticket's closure.
Keeping track of the SLA Time remaining for each ticket and sending team reminder emails.
Availability out of business hours to respond to service support queries - operating within a wider support network
Education
Guru Nanak College under University of Madras - Chennai, TN
Bachelor of Commerce – Accounting & Finance, 2009 – 2012
