SINDHUJA CP

• Working as a Support Analyst in a Live site incident response in a 24/7 shift model with on-call coverage as needed.

• Production Support and ticket-based tracking for all the issues in the application with Ticketing tool called Service Now.

• Interactions with different Vendors and 3rd Party Teams to work towards continual availability of the applications

• Daily transition of operations workload between global teams (APOC/EOC/AOC) and also with L1/L3 teams

• Collaboration with service engineering and product teams (FTEs – Full time employees) on defining and implementing improvements to service monitoring and reporting, resulting in enhanced reliability and capability to identify issues before service disruption

• Documentation of known issues called Knowledge based documents and troubleshooting guides, resulting in reduced problem identification and service restoration time.

• Performed bulk data checks on server using SQL and resolved associated issues.
• Ensured 100% timely completion of all assigned actions while maintaining full ownership of tickets and preventing them from aging.
• Maintaining the non escalated successful service throughout the journey.