Ashmita Agrawal

Led L1/L2 troubleshooting across enterprise integration, authentication, and database settings.

Analysed REST/API responses, logs, and workflows to isolate recurring errors.

Troubleshot enterprise integrations across REST APIs, SSO, key management, sessions.

Validated API payloads and backend records to resolve synchronisation failures.

Executed technical investigations and RCA for critical production incidents.

Coordinated releases, patches, upgrades, and production deployments with health checks.

Performed UAT, smoke, regression, and production validation for fixes.

Carried out impact analysis and coordinated dependencies across integrations and services.

• Oversaw service desk operations.
• Manage high priority incidents and requests as a part of Leads group.
• Evaluate service delivery performance using hop count and reassignment metrics.
• Resolve cross-team communication and resource issues to reduce reassignments.
• Implement initiatives to enhance efficiency in incident resolution workflows.
• Oversaw IT service operations while ensuring SLA compliance.
• Facilitated training programs for incoming staff.
• Analysed performance metrics for the service desk.

• Resolved incidents and service requests related to payment gateway functionality and credit card processing issues.
• Investigated and addressed broken incidents impacting retail banking services to ensure seamless customer experiences.
• Collaborated with technical teams to identify root causes and implement fixes for payment and transaction-related issues.
• Ensured timely resolution of high-priority incidents to minimise disruptions in financial services.

• Managed incidents and service requests related to application support, accessibility, fonts, GUI, EUI, and application performance issues.
• Resolved application slowness concerns and generated detailed reporting for stakeholders.
• Administered user profiles by handling additions, deletions, modifications, and updates for future requirements.
• Ensured seamless application functionality by addressing user interface and experience challenges promptly.
• Maintained system integrity through efficient management of user access and permissions.

• L2 Support for Order Management & Pre Sales Query of the Telecom Devices
• Maintained high levels of customer satisfaction by offering personalised solutions in a timely manner.
• Utilised extensive product knowledge to recommend suitable products or services to customers.

• Ensure all IT teams follow incident management processes for every incident.
• Regularly check the ServiceNow queue and manage team-assigned tasks.
• Prepare daily, weekly, and monthly reports.
• Escalate incidents at risk of breaching SLA/OLA to leadership.
• Monitor the performance of incident management and recommend improvements.
• Oversee multi-provider incident resolution to ensure SLA compliance.
• Drive efficiency and effectiveness in the incident management process.