Niharika Pareek

• Provide level 1 technical and business support to users of client’s hosted applications.
• Owns all Incidents and Service Requests throughout the lifecycle.
• Identify potential problems and increasing trend of repetitive Incidents.
• Escalate Incidents at risk of breaching Service Level Agreement to the leadership team.
• Liaison between Level 2 and Level 3 teams ,as well as development and other technical teams.
• Regular communications with an extensive client base to provide status updates, successful solutions as well as documenting all activities for future reference.
• Participate in application release testing and deployment into production.
• Provide training to new hires on client products/applications and L1 responsibilities.
• Manage the Service Now queue and assign tickets/tasks to team members and mentor the team members whenever required.
• Responsible for taking up new client products, knowledge transfer to team members and create SOP for the same.
• Weekly, monthly and quarterly report sharing with clients(Service now reporting and application usage reporting).
• Perform other duties and functions as assigned in a concise and logical manner.
• Scrub the cases handled by team members and provide feedback.

• Perform as primary interface for the Global IT incidents with regards to customer escalations.

• Perform initial severity assessments and escalate to concerned regional technical leads for timely resolution.

• Maintaining and improving existing escalation procedures.

• Ensuring every incident is assigned to the appropriate team.

• Initiate Bridge calls ,drive communication between the technical teams to resolve the issue within the defined SLA's.

• Ensure customer is heard throughout escalation process.

• Handle client contacts and engage as and when needed.

• Review and identify root cause for all escalated incidents and use this information to improve the services continuously.

• Ensuring that incident information is communicated effectively and clearly to the relevant technical teams, business contacts, and management.

• Monthly meetings with business owners to identify areas of improvement.

• Daily communication with leadership in Tier 1 call to represent the critical Incidents and answer their queries related to the reported incidents.

• Generating daily/weekly/monthly reports using Service Now to track the current status of the Incident tickets to have proper governance on their proceedings.

• Provide 24x7 support for all High Priority Incidents.

• Training new resources in incident management, reporting and customer handling.

• Responsible for Change Tickets creation as well liaison with engineering teams and other stakeholders regularly for approvals and successful implementation of the Change .

• Responsible for ensuring change requests are managed from initiation through to implementation, including ensuring that they are properly documented, reviewed, and approved.

• Chairing the Change Advisory Board meetings, document meeting minutes, and distribute updates across stakeholders.

• Ensure that all relevant stakeholders/Customers/End users are given appropriate information on forward schedule of changes or Change freezes.

• Queue management of different work types for timely work allocation to the team members.

• Provide support to the team members/Project Managers/Engineers/Requesters to resolve their queries.

• Generating Daily / Weekly/ Monthly reports using SharePoint / Service Now/ Excel to have proper governance on SLA metrics.

• Governing & Documenting Updates in the process.

• Training the new resources and providing floor support to manage the workflow.