Deena Joel

Acted as liason between Gateway team and IT, to understand customer demand on new features and to prioritize the Gateway development roadmap and ticket management.

Owned the product roadmap and met all the features before the deadline with the help of Confluence and JIRA to get positive vendor experience.

Encouraged communication between the stakeholders, business which helped increase in the pace of Gateway portal development cycle.

Worked cross functionally between the Vendors and IT to understand the gap and translated them to actionable user stories, worked with Technical teams to get the process maps and documentation for the development of centralized vendor user interface.

Worked with business and IT on setting up SLAs and reporting dashboards related to the same.

Work closely with leadership on executive reports related to Reliability and Critical apps.

Have hands on experience on Power Bi, Remedy tool, Sevicenow, knowledge on SQL and have completed the Google Data Analytics Professional Course.

Worked on creating Process documents and baselining the Event management team.

• Mentored team of 10 members from Service desk and responsible for ITSM activities
• Responsible for Ownership of all Incidents and Service Requests
• Handled Major Incidents, Escalations and tracked them to conclusion in line with SLAs and quality standards
• Established a high quality of Customer Service within my team and conducted customer service improvement training, call and incident audits to maintain a high degree of customer satisfaction
• Ensured that monthly SLAs, BLAs and KPIs are met with an uptrend
• Provided reports such as SLA Breach Analysis, Re-opened Ticket Analysis, C-Sat Analysis with CAPA, Daily Dashboards, Daily OPS Report using MS Excel
• Responsible for managing and coordinating the timely resolution of Outages following defined outage management procedures
• Responsible for managing shifts, preparing Shift Schedule for the team, assigning duties accordingly
• Responsible for preparing and conducting Project Monthly review meetings (PMR), preparing monthly decks (MSR), trending analytics to showcase the team standards to clients
• Have hands-on experience in ticketing tools such as Cherwell, Service-now and BMC Remedy
• Responsible for conducting Audits such as SR audits, incident audits
• Ensured that the corrective and preventive action in place for any risks and observations received from external auditors
• As a part of daily operations ensured that team monitors the critical daily batch jobs efficiently and updates the clients accordingly
• Updated the critical jobs document on timely basis and provided training to team on working with workload automation tools such as Autosys, NetApp, JBoss and RedHat console
• Have worked with Skype for Business, AD (User access management) and various other user administration tasks
• Established efficient resource handling by cross –skilling team members and reducing dependency among team members
• Increased customer satisfaction above 90% by conducting customer service improvement training, call and incident audits
• Have good knowledge on ITIL tools and understanding of the process
• Have the ability to compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness to business
• Cherwell and Remedy SPOC
• Have experience in Cherwell tool and Remedy tool reporting and support such as creating Dashboards in the tool, Workflows, SLA, Metrics, Search and set up Queries, running Reports, managing one step, setting up additional tasks for a request in the Cherwell
• Responsible for the governance side of Remedy tool
• Worked with managing templates and SLA governance
• Worked on developing the dashboards for specific teams and generating reports based on the team requirements
• Worked on development of specific reports Incident, Request Management, Change Management based on the ITIL processes.