Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Linkedin Profile
Languages
Timeline
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Priyanka VS

KOCHI

Summary

Analyst with proven success at TMF Group Limited, specializing in Enate application and incident management to improve service delivery. Recognized for strong communication and problem-solving abilities, optimizing workflows and driving product enhancements. Facilitates seamless collaboration across teams to achieve operational excellence.

Overview

6
6
years of professional experience

Work History

Analyst

TMF group Limited
02.2024 - Current
  • Company Overview: Working with Enate, a platform that optimizes workflows from start to finish, enhancing efficiency and visibility in service delivery.
  • Issue Troubleshooting: Identify and resolve problems encountered by customers and end users within the Enate application.
  • Product Expertise: Possess strong knowledge of Enates features, functionalities, and best practices.
  • Email Tracking: Utilize Mimecast Directory to monitor and track email communications.
  • Ticket Management: Use the Helix platform to oversee and resolve service requests.
  • Application Testing: Conduct testing in Sandbox, Preview beta, and Upgrade environments to validate system updates.
  • Dashboard Access: Provide controlled access using Row-Level Security (RLS).
  • Collaboration: Engage with multiple teams to ensure seamless delivery for Change team, Engineering team, Vendor team.
  • Product Enhancements: Support system changes and upgrades when required.
  • Release Management: Oversee and coordinate weekend application releases.
  • Working with Enate, a platform that optimizes workflows from start to finish, enhancing efficiency and visibility in service delivery.

Business Operations Analyst

PRIMUS(Contract - HPE)
08.2023 - 10.2023
  • Worked as business operation analyst in Client HPE for Aruba customer Operations. Managed different issues of customers via email using the ticketing tools like TechDirect, Alcomm and Salesforce.

System Engineer

INFOSYS
09.2019 - 08.2023
  • Projects-CenturyLink(Network Provider in US) - Worked as a case reviewer for the tickets in salesforce and escalated to different Tier-2 Teams, worked in creating ops ticket for customers for scheduling the circuits.
  • Projects-Goldman Sachs(Investment Banking) - Managed the Alerts in PagerDuty, Created Incidents and CP requests creation. Managed the alerts using AWS, CloudWatch, Txb 360, S3 bucket features, Kibana, JIRA creation. Provided L1 and L2 support.
  • Responsibilities: Tier - I product support for global clients and minimum experience of 3 + years. Act as a liaison between engineering and consulting teams to resolve incidents. Manage the flow of customer’s incidents via telephone, email, or WebEx session to tier 2 support, IT operations, Development.

Education

Bachelor of Science - Computer Science

M.G University
Ernakulam
03-2019

Higher Secondary School -

G.H.S.S Elamakara
ERNAKULAM
03-2016

SSLC -

ST.Teresa’s C.G.H.S.S
Ernakulam
03-2014

Skills

  • Kibana
  • JIRA
  • CloudWatch
  • Salesforce
  • Python
  • NET
  • C
  • Java
  • SQL
  • HTML
  • CSS
  • JavaScript
  • Windows
  • Unix
  • Linux
  • ITIL
  • Agile methodology
  • SDLC practices
  • AWS cloud services
  • ServiceNow platform
  • ITSM processes
  • CRM solutions
  • API integration
  • Incident management strategies
  • Problem management techniques
  • Collaboration skills
  • Time management abilities
  • Creative thinking skills
  • Attention to detail
  • Ticket management
  • Customer service
  • Incident management
  • Release management
  • Problem solving
  • Effective communication
  • Process improvement
  • Analytical problem solving

Hobbies and Interests

  • Team or individual sports
  • Outdoor Activities

Linkedin Profile

https://www.linkedin.com/in/priyanka-vs-29238817a/

Languages

Malayalam
First Language
Hindi
Intermediate (B1)
B1
English
Proficient (C2)
C2

Timeline

Analyst

TMF group Limited
02.2024 - Current

Business Operations Analyst

PRIMUS(Contract - HPE)
08.2023 - 10.2023

System Engineer

INFOSYS
09.2019 - 08.2023

Bachelor of Science - Computer Science

M.G University

Higher Secondary School -

G.H.S.S Elamakara

SSLC -

ST.Teresa’s C.G.H.S.S

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Priyanka VS