• SLA Monitoring and reporting to ensure compliance to defined SLAs and respond in accordance. Data repository Maintenance as per role assigned.• Experienced in ITIL process and Service Delivery.• Extensive experience in Incident, Problem and IT Change management.• Worked closely with development team during UAT phases, created test plans and UAT test cases.• To manage the activity of the UAT testers to ensure that the system functionality is fully tested within project… Show more • SLA Monitoring and reporting to ensure compliance to defined SLAs and respond in accordance. Data repository Maintenance as per role assigned.• Experienced in ITIL process and Service Delivery.• Extensive experience in Incident, Problem and IT Change management.• Worked closely with development team during UAT phases, created test plans and UAT test cases.• To manage the activity of the UAT testers to ensure that the system functionality is fully tested within project timescales and to a high quality.• Communicated frequently with clients regarding applications functionality requirements. Show less

Sales engineer (PMO) Wika Instruments India Private Limited, Pune November 2017 – Present• Gather the required information necessary in order to best handle customer software and technical inquiries• Manage customer expectations regarding estimated response times for issue resolution• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations• Extensively research and document customer technical… Show more Sales engineer (PMO) Wika Instruments India Private Limited, Pune November 2017 – Present• Gather the required information necessary in order to best handle customer software and technical inquiries• Manage customer expectations regarding estimated response times for issue resolution• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations• Extensively research and document customer technical issues• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate. Show less