Ram Ram

Domain of work with global finance.
Roles:
Manual Testing (ServiceNow) with ISTQB, Agile frameworks and Scrum methods. Prepared and Executed test cases as per conditions and designed documents for integrated Key technology components in various guilds.
Used JIRA as defect tracking tool.
Familiarity with BIVT, IVT, HLD, LLD, SharePoint, Test Planning, Defect Report, Test Metrics
Participated review meeting with Scrum Master, Tester Manager, Test Lead and others.
Focused and learned part of Portuguese languages services.
Assisted in the Change and Critical Incident part.

Tool: JIRA, Netcool, Netcool, Active Directory, Tanium, Team, Team, SharePoinnt, Qradar, TSM, ITM, Ansible, PAM, Venafi, McAfee Firewall, PKI, SSH, Windows, Linux, VDI, Vmware, SNOW, IBM managed networks.

Cloud Operations in North America, Europe and Asia Pacific Geo
Roles:
Monitored, dispatched incident tickets to service group, followed P1 and P2 manual incident till the resolution.
Lead the incident response team, delegating tasks and updates to stakeholders.
Maintained a centralized incident log and documentation.
Followed define escalation policy.
Established RCA for major incidents with agreed SLAs.
Identified right resources to investigate, analyses and resolve root cause.
Have hands on experience to handle high volume of tickets in Covid-19
Contributed hand on expertise to build automation of cloud operation.
Ensured high availability of critical systems by setting up and monitoring failover mechanisms and redundancy protocols..
Focused and learned part of Portuguese languages services
Tools: ServiceNow.Team, Outlook, IBM notes

LA Brazil :Incident and Reporting (Portuguese)
Roles:
Prepared SLA Book, monitored SLA governance, covered RCA data and metrics, updating problem ticket and followed risk complice.
Prepared Backlog Reports
Contributed to SLA management with all service lines, shared client contracts with SLM, DPE, PE
Established strong relationships with key stakeholders, fostering collaboration and effective communication.
Service delivery quality across the board.
Focused and learned part of Portuguese languages services
Tool: Capacity and Performance Management ( IBM application)

LA Brazil : Console and Batch Operations (Portuguese)
Roles:
Supported Portuguese Language services to technical team in Console and Batch Operations and led cross functional teams to achieve the transition account from across the boarder.
Established strong relationships with key stakeholder, translating and transcribing the account technical documents from Portuguese to English and Vice Versa and set up service line with effective communication in language support.
Handled call in Portuguese to create protocol with Portuguese native speaker and same had been shared to clients, updating catalog and routing all type of incident ticket to correct assignment group.
Tool: ServiceNow, Netcool, Lotus Notes.

LA Brazil, Asia, Australia: IT Help Desk (Portuguese)
Roles:
Supported Portuguese Language services cum IT Help Desk.
Troubleshooting to user applications, IAM roles,
Translating and transcribing target language to English and vice versa
Managed all incidents including MIM, created RCA, Change and Problem tickets.
Tool: Outlook, Active Directory, SAP, Windows 2007.

In LA Brazil, Europe, North America, Asia Pacific
Roles:
Collected Primary and Secondary market research survey data in target language in all industry verticals in IT domain.
Transcribed and translated from Portuguese to English
Tool: Active Directory, Windows 2007