Prajakta Sawant

Amdocs Development Centre India, LLP

PUNE

11.2021 - Current

Provide end-to-end support for ITSM processes, ensuring smooth production operations.
Monitor and resolve production issues by following ITIL best practices for Incident, Problem, and Change Management.
Handle incident, service request, and problem tickets using tools like ServiceNow, Remedy, or similar platforms.
Perform root cause analysis for critical incidents, and propose effective resolutions.
Use strong analytical and problem-solving skills to minimize downtime and service disruptions.
Collaborate with cross-functional teams, internal stakeholders, and external vendors to resolve issues promptly.
Act as the first point of contact for web and mobile application issues reported by users.
Provide clear and concise updates to stakeholders during incident management and escalations.
Prioritize and resolve incidents within defined SLA timelines.
Coordinate with relevant teams to restore services and minimize the impact on business operations.
Handle escalations effectively, ensuring proper communication, and quick resolution.
Build and maintain strong relationships with internal and external stakeholders.
Provide regular updates on service performance and improvement plans.
Prepare detailed reports on incident trends, SLA performance, and support team efficiency.