PRABHU SN

CLIENT : LIBERTYMUTUAL INSURANCE

• Supported Mainframe application by leading a team of 8 members.
• Spearheaded cross-functional collaboration, fostering a cohesive working environment for seamless product development.
• Boosted employee engagement levels with regular one-on-one meetings, open forums for discussion, and clear career progression pathways for team members.
• Established performance metrics for the team, monitoring progress regularly to ensure targets were met or exceeded consistently.
• Demonstrated strong leadership qualities by taking ownership of challenging projects, leading teams through adversity, and successfully navigating complex situations by creating SOP documents.
• Resolved critical issues in a timely manner by handling P1 and P2 calls, identifying root causes and implementing effective corrective actions.
• Reduced project delivery times by effectively prioritizing tasks and delegating responsibilities among the team.
• Improved customer satisfaction rates through proactive communication of project updates and addressing concerns promptly by working on service requests in JIRA.
• Reviewed daily requirements and forecasts and delegated work for optimal coverage.
• Handled cross training platform by organizing the work and automated left shift activities repeated errors.
• Served as primary point of contact and SME for support related.
• Incident and Change management in Remedy and SNOW tools.

CLIENT : MATTEL END TO END SUPPORT

• Streamlined internal communication by developing standard operating procedures for common support tasks.
• Handled L1.5 activities by monitoring in AppDynamics, Quantum metrics, Splunk.
• Stayed updated on industry trends, enabling quick adaptation to new challenges and emerging technologies.
• Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
• Supported high-profile clients with special requirements, delivering personalized assistance tailored to their unique needs.
• Collaborated with cross-functional teams to troubleshoot and resolve system-wide problems.
• Provided remote support for a wide range of technologies, ensuring consistent service quality across all platforms.
• Improved customer satisfaction by providing timely and efficient technical support.
• Handled specialized cases as an escalation point for complex or unresolved issues, ensuring satisfactory resolution for all parties involved..
• Maintained response times to support business continuity.

CLIENT : LANDMARK GROUPS

• Handled L1 backup activities in TSM, NetBackup.
• Optimized application performance by utilizing load balancing techniques across various customers with multiple servers.
• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
• Reduced downtime for critical systems through proactive monitoring and maintenance tasks by restoring backup and batch issues.
• Created SOP documents for repetitive issues in backup and restore activities.