Manjusha M Email and Phone Number

♦ Application Manager role for critical GxP & Non -GxP applications♦ Documentation Lifecycle Management – Periodic review and update of Handbook,Architectural Handbook, eHLCCD, Application Portfolio Management. Ensure GxPdocuments are stored in a validated system (Coredox)♦ Ownership of complete Application Lifecycle Management – From its go-live to retirement.♦ Vulnerability Management – Remediation of Virtual Machine, Web Application and SecurityScan, Compliance Configuration.♦ Working in complex platform/ application structure which involves co-ordination andengagement of multiple vendors.♦ Review and provide approvals on minor configuration changes, add memory, restart ofapplication, hotfix provided by vendor on vulnerabilities and security findings.♦ Audit Management – Represent in internal and external Audits along with Control MaturityAssessment Audit for owned application.♦ Periodic independent and self-assessments of the controls to be 100% compliant as perstandards defined by Information Management Framework.♦ Other management tasks - Service Catalogue Management, Gaps, Deviations and CAPAManagement, Identity and Access Management, Configuration Management, KnowledgeManagement, 3 rd party vendor management, License Management, Data Protection, RecordManagement and Legal Hold.♦ Application Roadmaps – Events to keep the application in optimumcondition to meet business requirements with approved cost and budget.♦ Operational Trend Analysis of Service Requests, Incident, Problems and Changes.

♦ Application monitoring, email monitoring, raising and assigning tickets to support teams ♦ Working with SQL queries and providing reports to users ♦ Transferring tickets to appropriate teams and ensuring timely resolution ♦ Generating multiple reports and sending to stake holder teams ♦ Diagnose, escalate, & resolve based on documented process understanding impact of issue ♦ Engaging the next support level /resources within predefined timeframe. ♦ Raising Defects and assigning to respective teams during Mocks ♦ Working with Root cause analysis tickets and assigning to the respective teams and ensuring timely resolution. ♦ Creating new jobs , scheduling jobs and working on job failures ♦ Working on various environment like Production, Pilot, and Test

♦ Working as a client to Verizon for its IT infrastructure management and technical support services to its customers. ♦ Remotely providing technical support for American airlines (which is a Platinum customer to Verizon) kiosks across the globe. ♦ Working as an IT support engineer, which generally involves troubleshooting process of software’s and its function for customer managed airport kiosk systems of American Airlines. ♦ Following strict guidelines of SLA as per the ITIL framework. ♦ Managing incidents through remedy ticketing system as per the client defined process. ♦ Conducting bridge calls for effective coordination, incident resolution, service restorations. ♦ Continuous follow-up with global support teams for quicker incident resolution. ♦ Supervising and synchronizing to different activities during the incident ticket creation to resolution time period. ♦ Continuously follow-up with support team for relevant notification updates per SLA and drive resolution.

Providing Technical Support for the Verizon customers over phone to setup the Home Network for Internet Purpose and to troubleshoot the various issues with different network products♦ Escalating case to Tier 2 support after exhausting all the possible troubleshooting steps for further investigation♦ Attending conference call with Tier 2 on weekly basis to discuss about the frequent issues and bug fix about the products.♦ Raising the case for each incident and document all the information, follow up for the cases which are open.

♦ Working for the retail credit services department where customer applies through Personal Internet banking or through retail branch or telephone banking for unsecured lending like personal loans, overdrafts, credit cards and flexi loans.♦ Assessing applications which are forwarded in queues to our department as they were not accepted by the system.♦ Referring with the internal fraud risk team, for better understanding of the customer’s profile, if required♦ Contacting customer to clarify any queries regarding the application that help the assessment for the lending.♦ Referring to credit reference agencies if the customer holds any information with them.♦ Escalating any suspicious activities on the account to fight financial crime.♦ Providing assistance and support to colleagues in product & process related issues♦ Ensuring that a high level of customer service and support is provided to all internal and external customers♦ Escalating to relevant department if the customer is in financial difficulty and needs financial guidance.

♦ Providing Tier 1 telephone support to NETGEAR SOHO devices♦ Configuration of Modems,Switches,Extenders,Routers,Access Points,Power-Line /USB Adapters and Streaming devices.♦ Working on ‘Support & Upsell ‘Model. Where we do support 3rd party home based networking devices♦ Escalating case to Tier 2 support after exhausting all the possible troubleshooting steps for further investigation♦ Attending conference call with Tier 2 on weekly basis to discuss about the frequent issues and bug fix about the products.♦ Raising the case for each incident and document all the information, follow up for the cases which are open