Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Hobbies and Interests
Hobbies
Timeline
Generic

Prajot Samuel

Pune

Summary

Results-driven Service Delivery Analyst known for exceptional productivity and efficiency in task completion. Possess specialized skills in ITIL frameworks, process improvement, and customer relationship management. Excel in problem-solving, communication, and adaptability to ensure seamless service delivery and client satisfaction. Committed to leveraging technical expertise and interpersonal abilities to drive operational excellence.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Delivery Analyst

FIS Global
Pune
09.2021 - Current
  • Application Support: Supported Global Plus, Markit EDM, and FIS applications, including monitoring, managing ad-hoc requests, and handling scheduled tasks in compliance with ITIL processes and standards
  • Incident and Problem Management: Conducted root-cause analysis (RCA) and prepared incident reports, reducing downtime from unplanned outages through structured incident management processes
  • Reviewed all high impact incidents in Service Now for completeness, accuracy and consistency
  • Ensured all major incidents have mandatory operational metrics documented including description, business impact, resolution, action items, restoration times, whether caused by change, etc
  • Data Analysis and Issue Resolution: Collaborated with cross-functional teams to audit and resolve over 25 data-related issues, leading to a 75% improvement in data accuracy and integrity
  • Client SLA Management: Conducted in-depth analysis of batch processing for major clients, including BNY Mellon, KeyBank, and Bessemer Trust, ensuring strict SLA compliance through proactive daily monitoring and prompt resolution of Jira tickets related to batch failures
  • Data Center and Maintenance Activities: Managed data center operations, including weekend activities such as patching and server maintenance ensuring smooth production operations
  • Managed adhoc disaster recovery (DR) plan reviews, updates, required DR plan testing and ensure timely execution / completion
  • Automation and Efficiency Improvements: Identified and automated repetitive tasks and failure points, significantly improving operational efficiency and reducing backup failures using the Networker tool
  • Documentation and Knowledge Base: Developed comprehensive documentation, policies, and procedures, creating a knowledge base that improved efficiency in resolving client inquiries
  • Mentorship and Team Development: Mentored junior team members, enhancing team productivity and fostering professional growth
  • Performance and Quality Assurance: Led monthly performance reviews, assessed team KPIs, and developed action plans to improve service quality, reducing client complaints by proactively addressing areas for improvement
  • Stakeholder and Resource Management: Established strong relationships with key stakeholders, optimizing resource allocation and adjusting schedules to ensure task completion during high-demand periods

Application/Integration Specialist

Centiro Solutions
Pune
05.2019 - 09.2021
  • 2.4 years of experience in Incident Management and Application Support
  • Working on database through MySQL queries & internal Build Tools
  • Handling & managing Mission Critical applications for customers like IKEA, DHL, NIKE, etc
  • Followed up and updated tickets for each call to ensure timely closure in adherence to SLA requirements, utilizing BMC Remedy and ServiceNow
  • Working with different Change request, Incident management, Problem management etc., based on ITIL framework, and tackling day to day instances with same
  • Analyzing cases where issues/process violation have appeared, tracking and reporting them further
  • Representation of statistical data during service review meetings
  • Knowledge Sharing- Sharing of knowledge with peers for self and team
  • Experience of working with EDI's and other customer specific transactional files for order fulfilment journey
  • Working with logistics-based EDI exchanges, sending & receiving EDI's and status files in JSON and XML
  • Involvement in ongoing projects, monitoring progress and ensuring quality assurance throughout project
  • Identify opportunities for improvement by looking into details, Action plan & agree with stakeholders and contribute in its implementation
  • Delivering complex/big Integrations by developing presentable feature in each month
  • Sprint & understanding the customer requirements
  • Effectively Collaborated with customers, developers, UX designers, Solution architect, and system administrators to gather, analyze and validate requirements & application designs
  • Facilitating meetings like planning, daily, retrospective, apart from this actively support in estimation and backlog refinement
  • Working with tools attached to product such as Graylog for log management, SOAP for testing suits, Postman for testing out API's
  • Researched and analyzed customer feedback to identify areas of improvement

Education

Masters - Computer Science

Christ College
Pune
04.2022

Bachelors - Computer Science

Christ College
Pune
12.2019

Higher Secondary School Certificate - Science

Vidya Bhavan Junior College
05.2015

Secondary School Certificate -

St. Josephs Boys School
05.2013

Skills

  • Operating Systems: Red Hat Linux, Windows
  • Programming/Scripting Languages: Unix Shell Scripting, SQL, HTML, XML
  • Ticketing Tools: Jira, HP Service Manager, ServiceNow, BMC Remedy
  • Backup Tools: EMC Networker
  • Incident Management: Service Request Management, Change Management, Problem Management
  • Application Deployment: End-to-end deployments, issue tracking, and robust technical and networking knowledge
  • Technical Support: Handling and resolving technical issues for clients via call and remote support
  • Communication: Excellent communication skills; able to establish strong relationships with development and infrastructure teams, as well as onshore counterparts
  • Strategic Thinking: Strong ability to think strategically in problem-solving contexts

Websites

Certification

  • ITIL Foundation certificate in IT Service Management, GR671092776PS
  • 7 Habits of Highly Effective People, FranklinCovey

Languages

  • English
  • Hindi
  • Marathi

Hobbies and Interests

  • Chess
  • Aqua scaping
  • Singing
  • Guitarist

Hobbies

I certify that the information provided in this resume is true and accurate to the best of my knowledge.

Timeline

Service Delivery Analyst

FIS Global
09.2021 - Current

Application/Integration Specialist

Centiro Solutions
05.2019 - 09.2021

Masters - Computer Science

Christ College

Bachelors - Computer Science

Christ College

Higher Secondary School Certificate - Science

Vidya Bhavan Junior College

Secondary School Certificate -

St. Josephs Boys School

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