Incident Management• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/ other service lines based on the scope. • Tracking of Incident from Opening to Closure, with timely communication to business. • Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team. • Creation and Estimation of efforts for software change requests or enhancements. • Reviewing SLA performance and recommend corrective action. • Follow up on escalations and issues with clients. • Preparing Outage reports. • Performing and communicating Daily health checks to Management across HCL and Clients.• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report. • Maintain the Quality of tickets by performing daily checks and audits. • Generated weekly and monthly outage reports and provided to senior management. • Developed and implemented various process improvements within the team.Change Management:• Develop, Document and publish change management process and functions • Analyse change records to determine any trends or potential problems. • Reviewing change requests for completeness and accuracy • Working with service providers to schedule changes • Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings. Problem Management: • Perform Root Cause Analysis. • Investigation and follow-up for permanent fix of the problem. • Follow-up on tickets being raised regularly for re-occurring incidents

YALAMANCHILI provides application software products specializing in IT solutions in the area of middle ware technologies, transaction processing, card payments, banking solutions and customer delivery channels; e.g., ATM, KIOSK, point-of- sale terminals, internet, and mobile banking. Roles & Responsibilities:• Providing end to end Incident support to banks based out in US, UK, Australia, New Zealand, Singapore, and Middle East.• Incident tracking, routing and closure follow up along with Escalation management.• Acted as a single point of contact for all users to record problems and assist in placing service requests.• Facilitate and drive in conference calls with customers and other departments and Meeting Minutes are captured.• Provided first level support for Executives and business partners• Liaised with banks to ensure that the problem reports are solved satisfactorily• Planned and unplanned outages notifications are managed effectively.• Good communication skill to retain strong relationship with customers.• Handle Multi-task while adhering to company norms and protecting documents with utmost security as per standards.• Updated and maintained Daily MIS.

Allsec Technologies Ltd, a BPO established in 1998 is a leading provider of outsourced solutions in customer engagement, sales & retention and quality assurance for businesses across BFSI, Insurance, Telecommunication, Retail, Healthcare, Energy & Utilities and Technology. My responsibilities and achievements are• Inbound and Outbound service to American customers.• Lead Generation.• Achieved targets on consecutive months.

Dun & Bradstreet (NYSE:DNB), the world's leading source of global business information, knowledge and insight, has been enabling companies to Decide with Confidence® for over 170 years. D&B's global commercial database contains more than 200 million business records. The database is enhanced by D&B's proprietary DUNSRight® Quality Process, which transforms the enormous amount of data collected daily into decision-ready insight. Through the D&B Worldwide Network - an unrivaled alliance of D&B and leading business information providers around the world - customers gain access to the world's largest and highest quality global commercial business information database.Key Accomplishment:• Accountable for completing sales objectives and general quality of service.• Perform sales and marketing calls to reserve meetings with prospective clients.• Sent follow-up marketing materials and build follow-up calls/monthly until relationship is recognized.• Call and face-to-face visit prospective, new and presented customers to assist new business.• Direct efforts to develop customer experience at the point of sales.• Ensured the customer agenda satisfaction.• Responsible for providing support to executives and field managers