Hema Prashanth Email & Phone Number

Chennai, Tamil Nadu, India

Application support Manager

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Team management- Rostering, resource management, KRA assignments, Score cards.Service Management (Major Incident management, Change management, problem management, SRmanagement, Knowledge management, Feedback Management) process related activities for ZIF PSteam.Creating SOPs, Process documents, RCAs and onboarding procedures.Dealing with QA assessments and reports.Point of contact to customers post implementations Seamless transition from Implementation team toProduct support team.Custodian of all production environments.Run 24x7 support for all engagements.Availability of ZIF production systems at near 100%.Meet SLA on resolution of tickets raised on ZIF product.Defects reported post implementation by customer tracked, prioritized, fixed and released to customer.Keep track of versions and release of ZIF and individual modules for all engagements and updateas per plan.Roll out patch fixes and enhancements to production environment.Define and run ‘Change management' process.Weekly status report to internal stakeholders.Productivity improvements.CSAT survey.

Chennai, Tamil Nadu, India

Major Incident – Ownership and handling technical glitches from scope and also along with softwaresuppliers.Handling Functional Escalation of Tickets.Holding effective skills in handling Incidents/problems/Changes.Team management, leading suitable client communication in handling outages and real-timeproduction activities.Primary contact for high severity incidents related to application availability, infrastructure and batchprocessing.Feedback management-Analyzing promoters and detractors. Improve NPS score by giving preventive actions to teams involved.Planning, scheduling, managing and chairing CAB meetings and formally authorizing changes atagreed points in change lifecycle.Coordinated with different teams to deploy and validate change in production and handledemergency releases.Re-referring tickets to Lower level or Third party support as and when required.Providing proper resolution to End User on call (outbound).Provide RCA for any critical issues or problems to Clients as appropriate.Updating KEDB with new or updated known errors and workarounds.Skilled in Technical writing, handling project transitions, guidelines in creating SOP documentations, assistance in root cause analysis, maintaining knowledge base.Providing CAPA as and when required.Managing Bridge calls and effectively leading them for services to be restored.Host Client Supplier calls Weekly / Bi-Weekly - to discuss trends / open calls, mark actions out as perdiscussion, prepare / review meeting minutes.Doing Aging report on Ticket analysis and sharing weekly, Monthly reports to Business.Creating Knowledge Repository and helping Team members to get better understanding of issue.Guided and trained new joiners in various issues.