Saurabh Dhar

• Performed root cause analysis for all the escalated incident tickets and provide resolutions from where it's started from for production issues.
• Created manuals, knowledge base, playbooks and taught training sessions to educate co-workers on new systems or process
• Coordinated with clients in every week in cadence call to update all the previous weeks incident tickets.
• Created Incident tickets, Change management ticket and other documentation.
• Supported system users, educating employees on troubleshooting and problem-solving protocols.
• Delivered helpdesk service and support to customers.
• Maintaining Grafana Dashboard monitoring for two data centers Totsuka and Sanda and also using health checker tool for maintaining all MNO's

• Handling five mailbox at a time to provide support to all Wuerth industrial clients.
• Follow-up to ensure that appropriate action were taken on clients mails, request and incidents.
• Working in SAP and creating/configuring accounts for clients in following modules - DE9, DE8, P11, ESS, CRM and D20 (Basis, user creation, transactions codes and authorizations)
• Working in KMS application in order to give access to clients for which the reference user shared the same access.
• Working in applications like ITSM, service-now, KMS and SAP, also have a little bit of good exposure in BMC remedy and auto-fix.
• Provide timely resolution and doing documentation as much as possible.

Incident Management:

• Having good exposure in Handling Expedites the incident tickets
• Working on ITSM and Service-Now –Incident Management (P2, P3 and P4- Incidents)
• Service Request Management and Work Orders
• Working in co-ordination with ITSM team across US and EMEA for resolving/handling
• Incidents/Requests/Asset Management Orders for the clients.
• Working on incidents/requests/WO on real time basis to ensure that the SLA and OLA should be kept
• Intact as per the policy
• Working on correction of wrong ticket categorization for entire Premium Service Desk team
• Handling P1, P2, P3 and P4 Expedites/Escalations on Incident Management/Service Request Management

• To administrator, develop and manage the Salesforce CRM application for internal users.
• To create fields, page layouts, custom objects and managing them.
• To create workflow rules, assignment rules, escalation rules based on user’s requirement.
• To create logical formula fields with proper functions to meet user’s requirement.
• To create profiles, permission set wherever it is necessary.
• To create criteria based and user base sharing rule wherever necessary.
• To create reports and dashboards based on the needs.
• To troubleshoot problems wherever necessary.

• Our role is to provide L1 and L1.5 support to ABB users in different ABB applications.
• Worked on Active Directory Tool, Providing access to different profiles, roles and departments to the Employees.
• Supported Europe (EMEA), Asia Pacific (APAC) and US/CA clusters in my overall experience.
• Take ownership of the calls coming into service desk
• Periodically updating calls/customer as required
• Provide timely resolutions and effective documentation
• Follow up to ensure that appropriate actions were taken on customers’ requests.
• Maintaining SLA.
• Raising requests on user’s behalf.
• Make judgment as to when the problem has to be escalated and follow-up on the calls to ensure that the user is updated and close it once the solution is provided.
• Customer handling skills for escalated issue of high priority issues.
• Worked as a queue manager in order to assign and escalate the incident tickets to the next level team.

Global L2 Spock – Onsite Services / Coordinator: (Incident Management)

• Managing P2 Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of Service Level Agreement.
• Working as Global IS EUS Coordinator to address the escalations from End Users delayed service.
• Managing OSS Escalations for delayed Services globally.
• Information dependency follow-ups for all active incidents and ensure following escalation matrix.
• Creating knowledge bases and doing documentation as much as possible.