PRASHANT SINHA
Patna
Summary
Support Lead with 8 years of telecom experience in mission-critical operations comprising campaign release management, Stabilization, process performance analytics with scalability and queue management. Along with expertise in Performing UAT, Hypercare, product release management. Proven track record in leading teams to ensure error-free operations through Service Orchestrator, server hygiene checks and SQL-based data management. Adept at managing SLAs, performing Root Cause Analysis (RCA) and optimizing bot performance for enterprise-level stakeholders.
Overview
8
8
years of professional experience
Work History
Senior Associate – L1 Support Lead
One97 Communications Ltd.
Kolkata
07.2015 - 01.2023
- Ensured effective operational oversight and bot functionality to maintain service continuity.
- Distinguishing and perform accordingly between business and system expectations.
- Incident Triaging and Ticket Management
- Acknowledged and classified user tickets upon receipt.
- Provide immediate troubleshooting for known issues such as bot restarts, application UI changes.
- Escalate complex or unresolved issues to L2 support with detailed digital documentation.
- Managed ticket queue by assigning incoming tickets in Jira to L1 analysts for timely resolution.
- Documentation and Reporting
- Maintain detailed logs of incidents, resolutions, and process documentation.
- Delivered daily heartbeat reports to stakeholders summarizing success rates, transaction volumes, and time saved.
- Team Coordination and Communication
- Bridge communication between business stakeholders and development/technical teams to ensure for effective outcomes.
- Process Improvement
- Identify recurring issues to suggest improvements to the development team for better stability.
- Support user acceptance testing (UAT) and rollout phases.
- Production Environment Stabilization
- Performing frequent hygiene testing for applications, Restart of virtual machines along with clearing out clutter logs to mantain speed and storage.
- SLA governance & SOP Maintenance
- Ensuring bot down incidents (P1/P2) are acknowledge and resolve within the agreed upon windows.
- Identified and routed issues requiring L2/L3 intervention, providing comprehensive packages including logs, screenshots, and execution IDs.
- Maintained SOPs by creating and updating step-by-step guides for common fixes to enhance team efficiency.
Associate – L1 Support
Omega Healthcare Management Services Pvt. Ltd.
Bangalore
01.2015 - 06.2015
- Ensured operational stability by executing automated claim settlement processes without errors and monitored robot performance for successful transaction completion.
- Managed stakeholder relationships to facilitate effective incident resolution.
- Served as primary contact for healthcare providers and clients, translating business needs into operational support requirements and effectively communicating incident details.
- Addressed ongoing process bottlenecks with a QA perspective, identifying bot/process exceptions and resolving conflicts between automated outputs and client expectations.
- Scrutinized and resolved intricate process exceptions within strict timeframes, performing initial root cause analysis (RCA) to minimize downtime.
- Analyzed, documented, and implemented changes based on gathered operational data. Maintained detailed logs and updated process documentation for continuous improvement.
- Monitored production processes to ensure efficiency and quality.
- Data Analysis & Documentation
- Complex Case Scrutiny (RCA)
Education
Bachelor in Engineering - Computer Science
Hindustan Institute of Technology & Science
Chennai06-2014
Skills
- Incident management
- Quality assurance
- Acceptance and performance testing
- Software lifecycle management
- Linux server administration
- MySQL database management
- AWS cloud services
- DevOps tools expertise
- Orchestrator monitoring
- Data analysis techniques
- JIRA project tracking
- Team leadership skills
- Effective communication
Accomplishments
• Rising star, 2016
• Star Performer, 2018
• Rockstar of the year, 2020
• Star Performer, 2018
• Rockstar of the year, 2020
Hobbies and Interests
- Learning new innovations
- Travelling
Projects
- OBD/IBD/VOBD
- IVR
- MNP
- Triggered Comm
- IFFCO
- Miss/Poke prom
Languages
- Hindi
- English
Personal Information
- Father's Name: Mr. Vinay Mohan Sinha
- Date of Birth: 08/03/92
- Gender: Male
- Nationality: Indian
Timeline
Senior Associate – L1 Support Lead
One97 Communications Ltd.
07.2015 - 01.2023
Associate – L1 Support
Omega Healthcare Management Services Pvt. Ltd.
01.2015 - 06.2015
Bachelor in Engineering - Computer Science
Hindustan Institute of Technology & Science