Abhishek Wadekar

• Respond to customer inquiries and issues related to the FICO, Products reported via email, phone, or ServiceNow ticketing systems.
• Collaborate with the diverse support group and escalate the issues to the
appropriate engineering teams.
• Follow up on queue tickets for effective process management.
• Configure and track access to different FICO applications.
• Issue client certificates and keys for accessing the FICO application.
• Monitor the MYFICO Score Platform and report system alerts to technical teams.
• Raise client support case severity on call for highly impacted application issues
and engage the support group for further resolution.
• Join the MIM call, request updates from the technical team, and ensure timely
updates are provided to the client for ongoing issues.
• Communicate vendor-side outages, impacts, and updates to the client to ensure
clear, transparent, and timely communication.
• Communicate the Product Request for Change (RFC) schedule, impact, client
action, and updates to clients.
• Create accounts for client users on the FICO Fulfillment platform and entitle the
contracted software, licenses, and user manuals.
• Share the root cause analysis with the client to communicate the actions taken
to resolve the issue.
• Raising Jira License Request to Support Team and Carrying Out Follow-Up

• I worked as a Control-M Scheduler/Admin in Windows and Linux environments.
• Provide production batch support for the bank's application workflow.
• Managed and monitored installed systems for the highest level of availability
• Analyze and report failed jobs to the application team.
• Perform health checks to make sure resource health is in good condition to
execute job flows.
• Administer different Control-M components and manage job schedules to
ensure continuity of business service.
• Create new Control-M jobs as an application team request.
• Create dependencies between the jobs and pass the requested parameters.
• Modify the schedules of existing jobs and decommission no longer required jobs.
• Adding newly installed Control-M agents in CCM
• Provide and track access for users for different Control-M components.
• Using the Control-M Reporting Facility to Export Monthly Reports
• Use the Service Now tool to access and manage service requests, incidents, and
change requests.
• Worked on client requests and fulfillment Request assigned to the queue and
provide satisfactory resolution
• Organize meetings to review client requirements.
• Maintaining shift handover to pass pending information from one shift to another
shift.