ASHMITA TRIPATHY

· Trained new team members by relaying information on company procedures and safety requirements.

· Managed schedules, accepted time off requests and found coverage for short shifts.

· Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

· Coached team members in techniques necessary to complete job tasks.

· Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

· Worked different stations to provide optimal coverage and meet production goals.

· Developed monthly and daily production output plans to deliver on customer service and financial metrics.

· Built strong relationships with customers through positive attitude and attentive response.

· Mentored and guided employees to foster proper completion of assigned duties.

· Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

· Supervised team members to confirm compliance with set procedures, meet SLA and quality requirements.

· Held weekly team meetings to inform team members on company news and updates.

· Communicated the employees about the outlined SLAs and KPIs and expectations and deliverables.

· Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

· Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

· Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

· Worked with Automation team to regulate the batch cycle to reduce manual efforts and error, identify areas of improvement and devised solutions based on findings.

· Well versed with ITIL Concepts - Incident, Problem, Change and Release Management, Knowledge management

· Perform and manage incident and event tickets, determine priority, and resolution from Level 1 escalation within defined SLA in compliance to Client’s incident management process

· Escalate incident and event tickets to Level 3 teams within defined SLA in compliance to client’s incident management process

· Perform in-depth production incident troubleshooting, resolve any production incident and monitor the fixes to ensure correct resolution.

· Provide trend analysis and root cause analysis on recurring incidents and defects

· Review and plan continuous improvements to ensure smooth running of the applications

· Manage application jobs, and provide instructions to Level 1 Application Operations team for jobs recovery/execution

· Perform Service Requests (e.g. data patching, extraction of data or report, answer usage queries, etc.)

· Settle Night shift allowance and allocation issues for team members.

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· Production Support Tasks:

Production support for Online and Batch systems:

1. Incident Management

2. Problem Management

3. Defect Management

· · Service Request Resolution

1. Enhancements: Effort< 40 hrs

2. Requirements clarification

3. Analysis and Design

4. Coding and Unit Testing

5. QA and UAT Support – Weekly calls with QA team

6. Deployment Support

· Provided professional services and support in a dynamic work environment.

• Demonstrated leadership skills in managing projects from concept to completion.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Developed strong organizational and communication skills through coursework and volunteer activities.

· Paid attention to detail while completing assignments.

· Developed strong communication and organizational skills through working on group projects.

· Participated in team projects, demonstrating an ability to work collaboratively and effectively.

· Managed time efficiently in order to complete all tasks within deadlines.

· Delivered services to customer locations within specific timeframes.

· Skilled at working independently and collaboratively in a team environment.

· Demonstrated strong organizational and time management skills while managing multiple projects.

· Batch Cycle monitoring and validation — Includes Batch monitoring for two specific applications of Life and Retirement Services and debugging the issues escalated by L0/L1 team.

· Data fix, code fix changes required in the present system.

· Developed and maintained all technical like Batch cycle SOPs and KEDBs in detail.

· Maintaining and monitoring production system alerts and providing triage support for priority one and two system outage

· Worked with the automation team to institute automation techniques

· which reduced manual labor and increased workflow efficiency.

· Supported weekend systems upgrades: provided technical support and knowledge of system availability times.

· Handling escalation on actions from Production Engineers Level 1 (incident, request, change)

• Created RGS documents for off boarding process
• Timesheet and project tagging
• Helped associates gaining their physical access to the ODCs
• Was responsible in allocation of new employees and extension for the existing ones
• Organized contracts, subcontracts, SOWs and Task Orders
• Communicated with Project Managers and team leads effectively and discussing issues related to change orders
• Worked on the Billing sheets for the associates tagged to the project
• Coordinated with the Central PMO team for allocation extension, unallocated and release cases
• Applied the Night Shift Allowances of employees tagged to the project

• Daily monitoring of Distributed Systems Applications,

• Assisted in updating the production incident and task reports for around 30 applications and submitting a summary to management each month.

• Mainframe job monitoring

• AS400 application Batch cycle monitoring and reporting

• Worked on Sonic Application (Service Now) monitoring and triaging.

• Used to prepare Incidents Dashboard and ageing reports for different application teams.

· Batch cycle monitoring in five environments,

· AVPs of applications to keep a check of down time.

· Analyzed and determined priority to escalate failed jobs in a shortest

· possible time.

· Mentored around 12 team members regarding the Domain process and

· Day to day work.

· Worked as a "Shift Lead" managing 10 members at a time

· Cultivated interpersonal skills by building positive relationships with others.

· Acted as a team leader in group projects, delegating tasks and providing feedback.

· Provided professional services and support in a dynamic work environment.

· Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

• Received 8.79 CGPA.