Sarang Shresth

Client: Morgan Stanley (Wealth Management)

• Delivered robust application and technical support through incident management and proactive monitoring, consistently meeting service level agreements.
• Collaborated with development and production teams to analyze system logic, identify enhancements, and implement fixes to improve operational efficiency and stability.
• Completed an onsite support engagement in Mexico City from January to July 2024, working closely with international teams to enhance automation and support processes.
• Played a key role in knowledge transfer, documentation, and onboarding to ensure cohesive team performance and client satisfaction.
• Assisted in validation and testing activities for new processes and application updates, helping to maintain service quality and adherence to policies.
• Led incident diagnosis and troubleshooting for UNIX systems and application APIs, executing SQL queries and leveraging monitoring tools such as Splunk and AppDynamics.
• Contributed to process improvement initiatives that resulted in a 20% reduction in incident volume and a 40% reduction in ticket backlog through automation.
• Maintained effective communication channels across L1/L2 support tiers and coordinated root cause analysis sessions to facilitate continuous improvement.