• Act as primary contact in the coordination, triage and management of minor and major incidents from detection through resolution. Overall in-charge of Incident Management procedures to ensure Incidents are well attended to and resolved within acceptable SLA. Communicates incident updates to the business teams and other affected stakeholders.• Monitor events within the global IT environment through timely escalation of alerts which have exceeded critical thresholds to the global support teams to avert impactful incidents. • Monitor Application Performance Monitoring and Infrastructure Monitoring tools for events and incidents, including exceeded critical thresholds to proactively prevent incidents or to resolve incidents in a timely manner. • Perform documented triage and mitigation action for event management alerts. • Responsible for RFC (Request for Change) review and deployment for Front Office applications change management. • Manage the ATOC’s electronic mailbox by timely responding to inquiries, incident reports, and other pertinent communications sent to it. Effectively relay important incident updates to the global IT support teams. • Perform daily operational duties as part of the IT organization’s “keep the business running” (KTBR) activities including health and hygiene checks of servers, applications and the overall production environment. • Assist in the setup and coordination of conference bridges to accommodate IT support personnel for Change & Release calls, Incident Bridges, Business /Management Bridges and other auxiliary calls as maybe required by the business • Escalate incidents and alerts to the appropriate Tier-2 and Tier-3 teams.• Be able to step in to coordinate, triage and manage critical incidents when called upon.• Handle inbound phone calls to the global operations center and trigger the incident and event management procedures as needed.

• Key facilitator in regular incident review meetings as part of End-to-End Incident Management.• Performing investigation and diagnosis of Incidents, including closure categorization, user satisfaction survey, and completion of Incident documentation.• Leverage proactive Incident Management strategies to identify trends and potential problems within the environment.• Identify opportunities to minimize exceptions to processes, and propose framework for sustainable practice.• Oversee the lifecycle of all open incidents/requests in order to: Communicate issues or potential issues with vendors, clients, field support and leadership resources.• Facilitate Post - Mortem (RCA) process on critical incidents.

• Identify, research and resolve technical errors in more than 80 official software and internal core applications such as: SAP R/3 Systems, Invoice Approval Tool (IAT),WebEx, Mail for Exchange, iPass, Sametime, Pointsec, TrendMicro OfficeScan, Lotus, Notes, Nokia PC Suite, Sharepoint, etc.• Provide assistance to establish LAN, WLAN, VPN and SSL-VPN connections through various network resources such System Center Configuration Manager (SCCM)• Acceptance and processing of incident/ service requests related to end user’s IT needs including hardware repair and replacement management.• Handle problem resolution which may require follow-up and/or escalation to key-users or third-party providers.• Process and conduct follow-up on customer requests such as software and hardware replacement requests, warranty coverage and extension demand, referral to authorized service providers for hardware repair.• Familiarized self with various versions of Windows Operating Systems such 2000, NT, XP, ME and Vista.• Provide other operational support as required by business including ticket distribution management, floor support to new hires and others.• Promoted to Level 2 Service Desk Analyst on September 2009.

• Assist customers in the installation, setup and maintenance of ADSL connection including wired and wireless internet connection and other networking solutions such as wireless ad hoc.• Respond to technical inquires to correct software and hardware problems encountered by customers.• Performed other tasks as required by the business including billing and customer retention inquiries.