Manager - Application Support Services
CurrentIncident Management- Incident management of top worldwide banking software, managing Hybrid (1st and 2nd level) support team, attending HR related matters including resource allocation, recruitment, conducting appraisals and making rosters, - On time deliveries of Incidents and Service Requests based on urgency and impact, Adhering to customers’ SLAs through JIRA and Topdesk- Handling daily scrum team meetings - Coordinating dev-support collaboration for Incident escalations - Developing KPIs and making performance reports (Incident Score Card and KPI Reports) to the top management using Jira and Topdesk – Resolved Incidents, Incident & service requests backlog, System uptime, Support On Time Delivery - Coordinating Continuous improvement process for Incident and Change management. - Identifying and reporting support billable hours to the management - Conducting customer/employee satisfaction surveys - Conducting Training programs for support Project Management - Headed Company’s recreation club as a president with 8 member team - Working as a member of company’s social media and recruitment team - Implemented ITSM tool, TopDesk for the organization and training provided - Streamlined company time reporting structure - Implemented Time management and Leave management system, REPLICON and PeoplesHR to the entire organization - Requirement gathering, evaluation, implementation, training- Implemented Expense claim system, MXP Travel to the entire organization - Requirement gathering, evaluation and implementation, training- Lead the migration projects: Jira old server version with data to Jira cloud, DB migration. - Implemented Change management, Onboard/Offboard process to the company through TopDesk Tools Administration - Configuration and customization of all company tools, ITSM, Internal ticketing, HR, communication & Expense claim systems (TopDesk, JIRA, REPLICON, CONFLUENCE, MXP Travel, PeoplesHR, Survey Monkey, Go2Meeting)
