At Outworks Solutions Private Ltd, I am working as an Major Incident and Change Manager, responsiblefor overseeing the entire Incident Management process along with Change Management. Iam instrumental in developing and implementing strategies to improve incident responsetimes as well as customer satisfaction. While as Change Manger, I am responsible formaintaining the quality and costing of infra level changes.Additionally, I am responsible to create system for tracking and monitoring incident thatallows us to provide swift resolution and prevent future issues.• Provided immediate emergency response and incident management.• Optimized resource allocation during major incidents by analyzing historical data andforecasting future trends.• Managed end-to-end incident lifecycle, swiftly resolving technical issues to minimizedisruption and impact on operations

As an Operation L2 professional with a proven track record of providing technical expertise andsupport to ensure seamless operational process. Skilled in troubleshooting complex issues,collaboration with cross-function teams, and implementing solutions to maintain operationalexcellence. Adept at incident response, data analysis and process optimization.• Enhanced network performance by resolving L2 incident and identifying root causes.• Manages resources effectively during periods of high demand, ensuring uninterruptedservice delivery without sacrificing standards or quality.• Improved customer satisfaction ratings by promptly addressing concerns and providingclear communication updates on incident status.• Provided after-hours support for critical incident as part of an on-call rotation, maintaininghigh level of availability for urgent matters.• Reduced ticket backlog by prioritizing task and escalating critical issues to appropriateteams.

As L2 Application Production support, fixing issue within SLA is the top priority related to payments and user access and authorization• Mapping client/business requirements and providing software solutions.• Handling various technical aspects like product documentation, coding of modules,monitoring critical path & taking appropriate actions.• To resolve the tickets raised as per the defined standards within the SLA to increasecustomer satisfaction.• Raising change through Change Management Tool for implementation team for bug fix(L3support)• Providing Production Support for multiple application like DBDI, US-ACH.• Resolving Technical issues faced by uses while using the application, providing a quickworkaround on Service Now (Ticketing Tool)• Manual reprocessing Swift message upon customer requirement.• Handling function issues raised by the end users or L1 support.• Coordinating with multifunctional teams spread across Europe, Asia and US to fulfill theirbusiness needs