Rashmi K

Data Cleansing and Validation:

• Perform monthly incident data cleansing to ensure the accuracy and reliability of service management reports.
• Validate and Standardize data in SIRA application to ensure it adheres to reporting standards.
• Verify ticket categorizing by comparing the nature of the incident or request against the resolution category to ensure accuracy and proper resolution tracking.
• Monitor and Validate service level Agreements (SLA) and Service effected.
• Collaborate with service assurance teams to ensure that corrective actions are taken for miscategorized tickets.

Reporting and Data Analysis:

• Generate regular and ad-hoc reports.
• Tiger Directory report
• Availability and Premium Report
• Remedy Bulk Uploads
• Trend Analysis and Insights:
• Conduct in-depth trend analysis on incident data to identify recurring issues, patterns in service performance and areas of improvements.
• Identifying common root causes of incidents and recurring problems, using data insights to inform service improvement initiatives.
• Present findings from trend analysis in regular reports, offering actionable insights to management for continuous service improvements.

LCM IOS Version and EOL Tracker for Routers and Switches:

• Update a monthly IOS version and EOL tracker by coordinating with LCM and Kyndrl teams, ensuring accurate documentation of all product lifecycle status.
• Version control for each month as the IOS versions are released and implemented on the estate.
• Send regular reports to the onshore service manager (SM), Highlighting any upcoming EOL risks and create concise slide summarizing key updates for inclusion in the service review deck, presented to customer on monthly service review meetings.

• Handling issues reported by Vodafone users related to Vodafone App
• Supporting all issues related to applications in Citrix application
• Raise tickets and assign to appropriate support L2 teams for resolution
• Determining the Priority & Severity of the reported incidents
• Handling escalations from stakeholders
• Prioritizing critical incidents and expedite them for immediate resolution
• Join monthly calls with stakeholders, investigate recurring incidents and regularly affected applications.
• Preparing monthly on incident reported and track resolution time
• Ensuring application related incidents are resolved within the SLA
• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, chat and email platforms.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
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• Handling issues reported by Vodafone users related to Vodafone App
• Supporting all issues related to applications in Citrix application
• Raise tickets and assign to appropriate support L2 teams for resolution
• Determining the Priority & Severity of the reported incidents
• Handling escalations from stakeholders
• Prioritizing critical incidents and expedite them for immediate resolution
• Join monthly calls with stakeholders, investigate recurring incidents and regularly affected applications.
• Preparing monthly on incident reported and track resolution time
• Ensuring application related incidents are resolved within the SLA

• Systems maintenance
• Troubleshooting for computer hardware related issues
• Setting up printers and troubleshooting printer related issues.
• Performing data recovery
• Reinstallation of Windows operating system
• Managing purchases of computer hardware equipment for office
• Setting up mail configuration
• Managing specialized application related to investments and trading.
• Setup and managing a centralized access of files.