Barkha Rajpal
Associate Operations Analyst
Sultanpur
Summary
Experienced Incident Management with over 5+ years of experience in handling multi-national clients. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
6
6
years of professional experience
2
2
Language
Work History
Associate Operations Analyst
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.
Associate Consultant
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
Education
Masters in Computer Application - Computer Science
07.2014 - 06.2016
Skills
ITIL V3 Foundation
Timeline
Associate Operations Analyst - TSYS
04.2022 - Current
Associate Consultant - ATOS GLOBAL IT SOLUTION & SERVICES
04.2017 - 04.2022
Makhanlal Chaturvedi National University - Masters in Computer Application, Computer Science
07.2014 - 06.2016