Shubhdeep Kaur Sandhu

• Monitor client’s IVR, Genesys Engage, Aspect and Verint Environment and report issues
• Doing initial investigation in case of any network or data issue and paging out required SMEs and teams.
• Coordinating with vendor partners to implement the changes and monitoring the environment alongside and performing the appropriate validations after change completion to avoid downtime.
• Maintaining the global communication and informing the management and respective teams about the status of ongoing changes.
• Assisting the client in modifying the procedures and creating documentation on different remediation activities.
• Providing technical support to ensure rapid incident resolution and maintaining SLAs for high availability and performance.
• Improved incident management workflows by creating comprehensive documentation on troubleshooting procedures and common issues resolution steps.
• Conducted root-cause analyses after major incidents to identify areas for process improvement or technical enhancement opportunities.

• Experience of working with Avaya System Manager, performing MAC requests (assigning and deleting voicemails, modifying existing extensions, programming VDNs and agent IDs), creating and deleting SIP profiles for users.

• Ensured that NOC Team monitors scheduled jobs, availability/performance of applications and infrastructure services and resolved issue by following predefined procedures and escalation matrix.

• Developed scope for NOC operations, implementing enhanced procedures, documenting issues, creating NOC performance appraisals and presented them to higher management.

• Assisted management to formulate new policies and procedures and identifyed gaps, organized training sessions and provided improvement suggestions.

• Provided direction and leadership to build process-focused, cross- functional team and addressed technical and non-technical escalations to ensure ongoing optimization.

• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

• Primary responsibility was to ensure that all work deliverables are efficiently managed with prompt escalations and engaging other teams or escalating issues to L2/L3 teams as per requirements.

• Troubleshooting the system and checking the media gateways, trunks and signaling groups if they are up and running.

• Created Incident/ Problem tickets in ServiceNow, tickets in Q360 and updated them frequently to maintain the SLA.

• Ensured that work being taken over was followed up promptly while providing proper handover to next shift as well as to shift Leader.

• Managed incident queue and effectively prioritized and triaged incidents based on critical devices and shared services.

• Worked with vendors on issue resolution and providied timely, concise and effective communication between technicians and them.

• Monitored the customers' servers and responded to the alarms and diagnosed the network.

• Created Change requests for regular maintenance tasks, network patches and to make sure that only approved changes were scheduled, communicated and properly documented so that they can be used as a manual by the new team members which in result helped in the training.

• Did daily health checks to make sure that the media gateways, trunks and signaling groups were up and running, backup was executed regularly, all licenses were updated.

• Also, checked if there were any existing alarms which are not addressed and cleared the unnecessary log files to avoid memory issues or informed the customer about the same.

• Coordinated with respective technical teams and SMEs to make sure that Major and critical incidents were resolved promptly and prepared Root Cause Analysis.

• Assessed the potential impact/risk and report to the shift leader/Manager very promptly when the major issue was identified.

• Screening of different product returns and maximize value of product returns: Sales returns (faulty returns, change of mind), Aftersales returns (out of warranty, in warranty) and buy-back returns (trade-in, upgrade).

• Cosmetic Refurbishment: Inspected, cleaned, sand, buffed and painted device to remove scratches and scrapes.

• Data Wipe: Performed secure data wipe to remove customer data and reset device to factory settings.

• Used certified tools for deletion of user data to ensure that services provided complied with European legislation on data protection.

• Managed stock and completed lifecycle of products from order preparation to stocking them back after repair.