Amrita Pathak Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Was leading 24*7 Postilion support team working in Hybrid model (onsite-offshore).

- Manage Realtime Support team - Responsible for successful service delivery - SLA achievement and high level of customer satisfaction - Monitoring overall performance of the application - Ensure timely and good communication around all incidents, problem and change tickets - Share the weekly updates with management and client - 3rd party management responsibilities - Ensuring service deliveries are meeting expectations - Working with the client and operations teams to identify and manage service improvement activities - Train resources on application and process standards

Problem Manager• Responsible for complete problem life cycle• Manage both reactive and proactive problem management• Assist on major incidents resolution and identify the root cause• Perform PIR for all Major, P1 and P2 incidents within 24 hours of closure of the incident • Close action items mentioned in PIR within the ETA• Find out root cause and implement workaround/permanent fix within agreed SLA• Ensure that KEDB is up-to-date• Meet all defined KPIs• Educate team on problem management process• Suggest and implement CSIs• Conduct training on defined process standardsChange Manager• Validate, accept and assign the change requests• Validate and approve Risk Assessment• Review implementation plan• Chair internal and external CAB meeting• Ensure that CAB and business approval are in place before approving the change for Production Implementation• Responsible to call ECAB meeting and arrange necessary approval(s) for emergency changes• Produce regular management report• Update change log with progress and ensure the closure of RFC after implementation• Perform Post Implementation Review• Perform CPIR for failed changes• Review outstanding RFCs and ensure that it is updated with correct status

- Provide 24X7 Support for Production and DR related issues- Perform support activities which includes activities with respect to incident, problem and change management - Monitor and execute shift activities as and when required - Maintain DR, Production and Pre-prod environment in sync - Plan and implement the fixes provided by third party to fix any issue on test and Production environment - Liaising with third parties like ACI, GIS, Thales etc. - - Provide project support (configuration, implementation etc.) as and when required - Propose and implement CSIs - Compliance support - Production implementation and PVT support