Nidhula Balakrishnan

Project: TUK_Nevada OSS Operations

Client: Telefonica UK Limited

• Interacting with clients, business intelligence , interface users to understand the functional and technical requirements.
• Guiding peers to perform Business as Usual activities.
• Present project review meetings to conclude on the project items going live in the standard release activity, making Jira entries fro problem investigations, monitoring critical jobs daily.
• Participating in technical review meetings, user forums, server failover, failback activities and providing the data insights on timely basis.
• Reduced downtime by quickly responding to critical incidents and escalating complex issues to the appropriate teams when necessary.
• Improved end-user satisfaction with hands-on troubleshooting and timely solutions for reported problems.
• Creating, modifying and maintaining PLSQL code to ensure smooth operations of application.
• Debugging the code to identify the error and root cause of error.
• Doing daily checks and housekeeping activity to maintain the smooth run of applications.
• Monitoring the UAT presentation, user sign-off before the new feature in the functionality gets deployed in the environment.
• Have done the documentation work for the monthly Technical Review Meeting.

Project : BT-OR CE- TM

Client: Openreach

• Mapping client's requirements and implementing processes in line with the guidelines specified by the client in development environment.
• Efficiency in responding and resolving customer queries and Communicate on time, so that customer can get latest progress on ongoing issues and requirements
• Contribute to the reduction in cycle time and reduce manual works through automation and innovation
• Contribution to the Learnings repository for Project by sharing knowledge documents on various requirements handled and BAU activities.
• Performed regular database backups to prevent information loss.
• Managed workload independently but collaborated with colleagues to complete larger scale tasks in distributed team environment.

Project : SFW-FLOW-OR

Client : BT

• Handling Bridge Cases, Incidents and Service Requests through Clarify Tool and solving them in stipulated time lines with 100% SLA
• Analysing the issue and raising defects through Quality Centre and Problem Records through Clarify accordingly to solve the purpose
• Writing SQL queries to extract the order details from the data bases and preparing PLSQL scripts to automate and decrease the turn-over time to solve the issues.
• Writing PLSQL blocks to extracting backend details.
• Answering to the reporters queries and satisfying their needs.
• Handling all the problems related to adhoc and clearing the exceptions stuck in exception queues.
• Analysis of the environment and perform root cause analysis for identified problems etc.
• Post deployment support to client for application / software.
• Building up a very strong customer relation and communication structure.
• Understanding E2E journey of WLR3 Flow application and monitor order journey.
• Report incidents for the issues observed in LIVE.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Successfully completed targets set by clients for incidents reduction drive.