ANAND JOSHI

1. Incident Management (SNOW & Sharepoint)

• Participating in the pre-sales demo I am in charge of making sure that a strict support structure is in place and ready to react to support incidents promptly after a new solution is onboarded.
• Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service.
• RCA
• Analyzing the issues and resolving the same, proposing a workaround to maintain business continuity and ensuring minimum business downtime. Identifying the critical issues and taking prompt and effective actions spontaneously.

2. MONITORING AND DASHBOARDS (Zabbix)

• working with Application Managed Services teams, Professional Services teams, and Product teams, to implement stringent monitoring and alerting systems with tools that can report into a centralized dashboard, showing live system statuses and application heath.

3. ENVIRONMENT LIFECYCLE MANAGEMENT

i. RELEASE MANAGEMENT

• Building close relationships with the product groups to understand release cycles and plan out 12 months in advance,a release schedule which will be held in a centralized events calendar and visible to Sales Engineering Group (Presales) teams as part of the Demo Center of Excellence initiative.

ii. ENVIRONMENT TRANSFORMATION

• My team is spearheading transformation efforts to enhance and/or move demo environments to new platforms, utilizing automation and newer technologies, based on the future state.

4. Service Delivery and Team Management

• With the help of senior management, ensure support desk team KPIs are monitored and evaluated, actions are assigned and taken accordingly, assessment information related to ticket analysis and established KPIs are reported.
• Providing the client communication for critical issues like service delays/disruption with ETAs. Daily system and application health checks are performed to ensure the smooth running of the applications.
• Analyzes problem trends and provides Service Desk Management with statistical data.
• Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct.

• CRM Operations
• Utilize L2 methodologies and work with application developers to guide the development and implementation of Cloud applications, systems and processes.
• Assist in incident management including problem resolution and tracking problems.
• Identify virtual infrastructure issues and coordinate resolution with lead.

• Assisted customers with technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to level 3 in most crucial circumstances and after considerable time had been spent on single ticket.
• Maintained given SLA.

• Supported customers with basic technical support for current and past software releases and offers.
• Responsible for the technical implementation and support of all offers sent by Sales team.