Amrutha Darshini Ambarish

Roles and Responsibilities :

• Handling priority incident along with P3/P4 incident
• Initiate technical bridge and engage concerned teams
• Send communication on hourly basis to clients
• Along with communication, there are two more communications which will be sent as required by client called (Eagle Eye and Crisis Notification) for all P1 and P2 Incidents
• Maintain daily tracker on P1/P2 incidents
• Create Problem Records once issue is resolved
• Schedule RCA call along with technical teams
• Create Jira ticket based on client request

Roles and Responsibilities :

• Handling priority incidents i.e., P1 and P2 incidents occurring in client environment (Infrastructure and Business Applications),
• Initiating technical bridge with teams along with users and on call managers to fix issue ASAP
• Respond immediately to possible security breaches
• Manage incident bridge calls with support teams, on-call support application teams and management
• Ensure proper follow-up of incidents until resolution
• Monitoring and assessing impact for Mission Critical applications and services
• Driving call with clients and get issue restored
• Taking ownership to restore service quickly to minimize Business impact
• Reach out to levels of hierarchy when required
• Work independently and with team, with strong communication and interpersonal skills
• Follow up on day-to-day incidents from start to resolution
• Prepare Executive communication which provides consistent and timely update to clients
• Work with internal and external teams to gather information on issue
• Create channels to internal team on timely incidents update
• Communication sent to internal teams and clients on hourly basis
• Prepare Daily/Weekly/Monthly incident reports and communicate to managers
• Prepare Incident Summary, Critical Incident Report (CIR), Post Incident Resolution (PIR) and PPT once issue is resolved
• Daily review of all incidents and identify repeat incidents
• Daily Stand-up deck presentation
• Follow up on daily weekly call for P3 and P4 tickets engaging technical teams to check on status
• Participate in 24x7 on-call rotations.
• Create problem once issue is resolved

Roles and Responsibilities :

• Logging tickets for British Telecom
• Manually creating tickets for different region in US and Canada
• Addressing issue through email support
• Monitor tickets for Japan and China location on daily update and follow ups
• Handling chats for update and notify technician
• Managing calls regarding ticket query and technician update for EMC Clients

Roles and Responsibilities:

• Handling query related to Gas and Electricity connection and reconnection
• Supporting activities assigned by clients
• Work on Achieving and Maintaining SLA Process
• Maintaining strong relationships with Clients and delivering product support, ensuring excellence in customer services
• Providing clear communication of service updates and business-related updates
• Managed over 45-50 calls client calls per day which resolved most of the pending task or tickets in queue.

Providing solutions for customer problems.

Handling back to back calls

Simultaneously revert on emails on query

Developing and maintaining customer relationships.

Maintaining records of customer interactions.

Updating candidates E- Codes (Employee Code) for New joine

Keeping records of Candidates Attendance

Calling the new joinee to check on personal information and reconfirm same on tracker on daily bases.