 Incident Management of High Severity Incidents/Outage Management. Initiate Bridge Calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels. Co-ordinate with multiple teams to get the issue resolved within SLA. Handle client contacts ensuring proper flow of communication for customer satisfaction. Ensure that the Incident record is fully updated prior to Problem Management handover. Responsible for sending all Incident notifications as per agreed process. Chair Bridge calls for effective coordination, Incident resolution, service restoration. Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Ensure positive Client satisfaction and Client relationship is maintained.to hire agents. Contribution to ongoing process & operational improvements. Setting-up and leading conference call or bridge communication between all involved teams. Keep tracking and records of the timelines. Perform monthly analysis for all the issue faced in the Month. Scheduled call to discuss about these incidents with Problem Mgmt.& Higher Mgmt. Documenting key actions and events during the bridge call. Notifications to senior leadership of status and impact through emails to the information.

Worked in ITES project at Service Desk resolving client quiries on calls and chats.Worked in IT Service Desk in Level 1.5.Caters for Business to Business resolving issues of Active Directory,Remedy,Outlook,RSA,VPN Checkpoint etc.Worked on NICE tool to maintain quality score of the project and provided feedback to the associates.

Worked in non voice process dealing with billing and invoicing customers on SAP