Shourya Pradhan
Project Engineer
Rampur,UP
Summary
A Techno-savy with more than 1.11 years in IT Industry. Relevant experience of 6 months in Robotic process automation tool Uipath. Requirement gathering, Solution designing, Development, Deployments and provide support for Live Bots. Relevant experience of 14 months in ITIL change management and Helpline process. Strong background in project management and customer relations.
Overview
1
1
Certification
4
4
years of post-secondary education
2
2
years of professional experience
Work History
Project Engineer
Johnson & Johnson
Bengaluru, Karnataka
10.2019 - 04.2020
- Supported 2 end to end processes using Uipath.
- Requirement gathering and Understanding the business process to support the bot successfully.
- Rasing the incident whenever there was an issue in the process and rectify the code.
- Supporting the process and implementing the change request as per the client requirement.
- Carry out quality assurance tests to discover errors and optimize usability.
Change Management and Incident Management
CITI Bank
Noida, Uttar Pradesh
05.2020 - Current
- Currently working Noida):-.
- Mainframe Change records review and provides approval.
- Mid Range and UAT green zone management for review and provides approval.
- Performing Health checks equally spread all over week and months.
- Drafting Daily GZ status without any errors and publishing it to the Stakeholders.
- Handling Enviromental and Non-environmental issues and performs escalation follow ups on mail.
- Monitoring the Snow Queue.
- Confidently communicate with the client in an unambiguous manner and maintaining proper mail / teleconference etiquettes.
- Effective and Efficient communication with the client peers in resolving GZ issues.
- Responds to the all mails from the customer within the working time as soon as possible.
- Provide high level of technical expertise to clients both internal and external.
- Handles phone and email inquiries from clients and internal users.
- Record detailed incident or service request information using “ServiceNow” ticketing system.
- Diagnose issues and provide effective resolutions.
- Recommend solutions to customer application questions.
- Ensure all issues are resolved or escalated in a timely fashion through the proper internal resources.
- Communicate quality issues with an accurate description of the problem and provide the means to recreate the issue.
- Work with members of other internal teams and the client to balance the resolution of issues while accurately setting the client’s expectations.
- Keep clients apprised of the status of the issue and notify them when it is resolved.
- Create and maintain tools and product support documentation and records to promote better incident management and customer support.
- Provide expert execution of the incident command process, including running and managing high severity incident bridges and driving transparent communication that promotes maximum levels of internal/external customer satisfaction.
- Work directly with stakeholders and executives to drive resolution during incidents and improve overall response for future incidents.
- Lead cross-functional post-incident process reviews and incident analysis and drive continuous improvement of operations and execution.
- Lead enterprise-wide drills to prepare for and ensure efficient incident response and drive best practices.
- Closely partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership to ensure alignment across the business.
- Understand and clearly communicate the business impact of major incidents.
- Prioritise major incidents and assign tasks to Service Support and Delivery resources as required.
- Aim is to reduce restoration time and escalation to Situation Management for P1 incidents.
- Communication via various means including SMS and reporting.
- Experience dealing with customers during issue resolution and operating under pressure.
Education
Bachelor of Technology - Information Technology
IMS Engineering College
Ghaziabad 08.2015 - 06.2019
Skills
Change Management
Certification
Certified Blueprism Accredited developer (AD01).
Timeline
Change Management and Incident Management
CITI Bank
05.2020 - Current
Project Engineer
Johnson & Johnson
10.2019 - 04.2020
Bachelor of Technology - Information Technology
IMS Engineering College
08.2015 - 06.2019
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