Mohammad Suhail

• Monitored system performance and reliability ,ensuring optimal operations across multiple platforms.
• Participated in on call rotations for incident response

and supported tasks.

• Improved incident management workflows by creating comprehensive documentation on troubleshooting procedures and common issues resolution steps.
• Conducted root-cause analyses after major incidents to identify areas for process improvement or technical enhancement opportunities.
• Conducted training sessions on SRE principles and best practices, enhancing team knowledge and skills.
• Worked on tools like Automation Anywhere, RPA PMCS dashboard for jobs running, completion, and failure of different jobs.
• Handled another application named DIG tool for automation, wherein the user fetches data and takes care of maintenance.

• Collaborated with team to resolve technical issues,enhancing service delivery and user satisfaction.
• Assisted clients with troubleshooting and support for web applications.
• Provided timley resolution by fixing complex issues.
• Escalated technical issues to development or technical operations team following prescribed support.
• Looked for applications using the PLSQL tool and monitored server issues with Dynatrace, report issues further for complex issues.

▪ Maintained customer satisfaction by addressing customer needs and resolving concerns. ▪

Recommended products to end users, thoroughly explaining details. Offered advice and assistance to end users, paying attention to special needs or wants. ▪

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. ▪

Preparing reports as per SLA with a view to appraise management of team's operation. ▪

Conducting pre shift huddles to set expectations and ways to achieve the target standards, also encouraging advisors to share ideas and best practices for a qualitative approach. ▪

Performing Quality audits and dip checks. Conducting Rewards & Recognitions activities on the floor. ▪

Communicating contact center metrics to advisors Clarifying company's expectations from its employees so that the advisors can align their performance and priorities goals. ▪

Motivating employees: Think and implement ways to boost employee engagement by organizing team building activities, making employee feel valued and appreciated. ▪

Subject Matter Expert (SME). Support the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes and polices are applied.