Incident Management: Responsible for managing incidents and ensuring that they are resolved within agreed service level agreements (SLAs). This includes coordinating with other teams and stakeholders and providing timely updates to customers.Provide expert-level technical support to customers via telephone, email, and web/live chat channels.Perform requirement elicitation, gathering and documentation throughout SDLC lifecycle.Knowledge sharing: Mentor and coach new hires, contribute to training development, and collaborate with development teams on complex issues and contact deflection initiatives.Established monitoring and alerting systems to proactively identify and address potential issues, ensuring high availability and performance of systems reducing error tracking time by 50 percent.Conducted post-incident reviews and root cause analysis to identify areas for improvement and prevent future incidents.Document business requirements, system requirements, functional/non-functional requirements, and data mapping requirements specifications.Develop and maintain efficient data models, databases, and reporting systems.Prepared training materials for Power BI developers with report development best practices, recommendations for specific cases, and overall report design patternsFamiliarity with data warehousing concepts and ETL processes. Develop and maintain efficient data models, databases, and reporting systems.

Collect, clean, and transform large data sets from multiple sources into usable formats for analysis.Assigns, monitors, processes, and oversees global service ticket workload (JIRA, Service now.)Design and implement intermediate SQL queries for testing, reporting and data validation. Conduct analytics research and produce dashboards/data visualization to tell data driven stories and conclusions.Document business requirements, system requirements, functional/non-functional requirements, and data mapping requirements specifications. Work directly with clients to understand the individual needs of the business.Adhere to quality requirements achieve targets, volumes in given TAT(Turn around time).Managed service follow-up communications, confirming satisfactory resolution of customers’ service requests via email and phone.Collaborated with vendors to locate replacement components and resolve advanced problemsMaintained Audit report and Process records with accuracy and efficiency. Monitored systems in operation and quickly troubleshot errors.Ensuring all processes are administered in accordance with company regulations, also as health and safety codes.Performs data analysis and quality checks on assigned data domain.Participate in data quality, data profiling and data maintenance and its impact on desired business outcomes.Actively participate in the testing and deployment of applications and data integration processes to ensure standards and controls.Collaborated with development and operations teams to understand requirements and optimize processes.Communicated effectively with cross-functional teams to drive successful project outcomes.