Awais Khan Email & Phone Number

Noida, Uttar Pradesh, India

India

Gurugram, Haryana, India

➢ Part of the first SAAS+ Project for Cloud-based FlexPLM and Windchill PLM solutions in Europe's Retail, Footwear & Apparel (RFA) market.➢ Providing continuous product application support (L2 & L3) including logs debugging, data requirement changes, and application configuration changes on the AWS Linux server.➢ Analyzing issues, Providing Quick workaround, and coordinating between Business users, Different production teams, Infrastructure teams, Development teams, and client.➢ Refreshing and re-hosting production and non-production instances.➢ Resolving incidents, maintaining 100% SLA (Even high Priority issues).➢ Periodic installation, configuration, and Build/patch deployment and configuration on AWS Linux servers.➢ Working in shifts and providing On-call support (24*7).

Gurugram, Haryana, India

➢ Handling priority cases (P1) by assisting various teams in providing timely assistance to the customers➢ Knowledge of Change Management➢ Work with different teams to ensure a minimal backlog of cases and that contractual SLA is met.➢ Analyze, Prioritize, classify change requests, and document interactions with various interfaces.➢ Manage, maintain, and coordinate all critical Changes and SLA adherence for all Changes➢ Generating and creating reports using Service Now Tool.➢ Monitoring production environment alerts via the Zabbix tool.➢ L1 and L2 Support for various SLM/PLM/IoT products➢ Maintaining SOP for the support process➢ Arranging Conference call/Bridge to discuss the high-priority issues with concerned teams onshore /offshore to get to the core of the issue for a speedy resolution.➢ Categorizing issues for a speedy resolution as per their Priority/SLA.➢ Releasing the latest updates/Notifications on different DLs accordingly via E-mails.➢ CIM (critical incident management)

Gurgaon, India

➢ L1 and L2 Support for various Servigistics products➢ Monitoring workflow alerts in the Informatica tool➢ Coordination with multiple engineering teams to resolve issues in product workflows➢ Running queries in MSSQL➢ Maintaining SOP for the support process➢ Case management➢ CIM (critical incident management)

Noida

➢ Resolving issues related to the products like Naukri.com, 99acres.com, Jeevansaathi.com➢ Queried can be related to the user’s account/profile or product-based.➢ Coordinating with the backend team for high-priority issues so that they can be resolved within the specified time frame.➢ Handling business/technical issues on the live sites, validation, and verification follow up’s, incident closure.➢ Interface with the sales, technology, product teams and directly with the customer base on critical escalations➢ Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management.

Noida

➢ Accept requests for assistance or problem reports from users.➢ Obtain necessary information from users to adequately describe the request or problem report.➢ Direct the request or problem to the most appropriate support area (e.g., specialist, support organization). ➢ Liaison with users to ensure that requests or problem reports have been satisfactorily handled.Professional skills.➢ Perform the activities and tasks for which this role is responsible. ➢ Apply the techniques necessary to complete the responsibilities of this role.➢ Use the tools required by these activities, tasks and techniques.