Barkha Rajpal

Work History

TSYS

Pune

04.2022 - Current

Assessed incident priority based upon impact to business and escalated issues as necessary.
Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
Identified issues, analyzed information and provided solutions to problems.
Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Oversaw development and implementation of improvements to support and network operations.

ATOS GLOBAL IT SOLUTION & SERVICES

Vadodara

04.2017 - 04.2022

Worked and experience in Incident Management
Tool Environment worked on: Project Portfolio Management (PPM), Service Now(SNOW), SDM 12.9, Remedy 9.1, Semaphore
Job Functions / Responsibilities: Meet SLAs
Manage relationships with clients. Keep up to date with all project related issues and its enhancement understand Client brief’s and requirements for process output
Maintain excellent customer satisfaction level
Managed technical support teams and to create procedures to deal with problems and their solutions
Managed Bridge Calls for Critical & High Incident and manage Daily Reports and Management Calls
Records all issues and helps to design ways to prevent similar problems in the future
Basic work experience in Problem Management Process

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