Saurabh Tiwari

• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Supported implementation of warehouse management system software applications to enable centralized management of tasks.
• Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.

· Was responsible to provide technical support on Clarity PPM tool.

· Involved granting access to the client applications as an Admin.

· Used to work on Service now Incident and Service request tickets.

· Was responsible to assist the users on remote.

· Educating the users over the call.

· Responsible to Create/modify/delete AD account for requested items.

· Used to work as first point of contact for assigned internal teams.

· Responsible to check L1 issues and route them if needed to the appropriate teams.

· Maintaining the in and out report on daily basis.

· Worked as an Analyst in the field of Incident and Service Management process on call support.

· I have worked on Critical Incident management team during my tenure.

· Responsible to provide on call support to users· Proficient in providing troubleshooting supports on applications and software.

· Responsible to provide support on MDM (Mobile Device Management)

· Responsible to create/modify and delete AD Accounts.

· Dealing in the Incident and Service request tickets at the same time

· Proactively indulge in Service queue monitoring and assignation of the tickets accordingly.

· Providing internal training to new joiners.

· Working proactively if there is any outage reported.

· Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents.

· Manage incident management bridge calls with support teams, on-call support application teams and management.

· Responsible to take escalated call.

· Used to provide technical support for Sony's products

· Used to support end users via call and chat

· Had responsibilities to lodge a case and send local engineers to Customers place

· Worked with the shift leads to maintain good CSAT

· Worked directly with the customers to resolve their problems related to Sony's products.