PriyaMadhuri K

• Streamlining the Support and operations process to build the promoting environment that fetches sales through support
• Managing and mentoring the team of efficient leads and associates with their goals and individual development to be progressive
• Set the SLA’s and SLOs with clear scope definition for better operations and support
• Driven the support ticket process migration from In-house tool Zendesk
• Excellent track record of driving the projects in Agile methodology while making sure the backlogs are appropriately prioritized and sprinted.

● Analyzing strategic, core and support processes, recommending improvements to streamline or automate procedures.

● Collaborating with Dev, Product and stakeholders for thorough review on the checklist before the application support taken in.

● Developed expertise and knowledge for consistent delivery of outstanding quality services and maintain focused stake holder management.

● Working on all break fix production issues for Transportation applications and supply chain infrastructure

● Managed team of dedicated employees, overseeing hiring, training, and professional growth of employees.

● Established goals, policies and work standards to strengthen team performance and boost product results.

● had excellent track record in trouble shooting the issues with minimal or no impact.

● Compile recurring reports on SLAs and other support metrics and perform the pattern analysis to address the urgent / top priority issues to be fixed permanently

● Handling Incident, problem and change management to adhere to the policies, SLAs, MTTR and all the guidelines.

● leading the SRE project to address the vulnerabilities and bug fixes in the existing application.

• Involved in integration, Maintenance and production support.
• Drove operational improvements to achieve impressive business results.
• Improved process automation end-user knowledge, producing documentation on protocols, system modifications and programming flows.
• Researched and adopted new technologies to add value to existing offerings.
• Identified process bottlenecks, implementing policy and procedure updates to improve efficiency.
• Performed detailed audits to identify, investigate anomalous transactions.
• Managed smooth operations and communicated timely updates to coordinate administrative activities.

• Adhered to timelines to meet quality assurance targets.
• Developed prototypes before mass producing products, ensuring products and components operated safely and effectively.
• Kept detailed records of releases and software fixes for optimum traceability.
• Coding software updates to add new features, close security holes, and resolve defects.
• Developed and implemented preventive maintenance program covering systems.

● Taking care of all urgent/ad-hoc requests and coordinating with business clients

● Maintained up to date knowledge and understanding of core product functionality, usability and features through regular research.

● Developed new, efficient and well-tested code for a variety of different software projects.

● Wrote clean and dynamic code in Java and Struts framework.