Raajashri J

Project : WALGREENS

• Performed SOP activities with business impact understanding of customer environment and contribute to improve SOP's adhering to customer security and compliance requirements
• Utilized code and modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems.
• Participated in Crit-sit process to resolve 100% of pending incidents in timely manner with zero escalations. This nullified SLA Breach.
• Supervised all alerts related to application and system procedures and provide services proactively.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Implemented approved change requests in line with customer change management process
• Provided technical leadership and delivered innovative products and services to address customer specific requirements. Coordinated with resolver groups vendors/carriers
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Served as primary point of contact for support relating to owned solutions and products.
• Performed root cause analysis of reported issues to decisively discern and enact corrections.
• Held team meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints.
• Responsible to develop induction documents in consultation with relevant stakeholders for project and ensure successful completion of induction process for new joiners.