Nisha Shetty Email & Phone Number

Overland Park, Kansas, United States

United States

• Managing the support of SAAS applications by managing cases, requests and online tools and processes• Assessing the training needs of staff • Establishing and maintaining strong relationships across teams and with staff and clients • Managing and upholding the troubleshooting escalation process • Resolving system and application issues • Occasionally working with third parties to rectify issues• Identifying gaps in the support process and amending it accordingly • Ensure that client systems are fully operational, and any loss of service is restored in a timely and efficient manner• Effectively work with offshore teams for resolution • Provide high level of service to our customers while adhering to our SLA’s for response and restoration times• Lead technical data exchange and UAT during implementation of software applications, client provisioning, initial data load • Debug existing software applications to resolve issues • Assists with implementing software applications, client provisioning, initial data load • Create productive relationships with and between key stakeholders• Utilizes industry standards and best practices

Bengaluru, Karnataka, India

- Leading a ten-member team and making sure that the client applications are available 24*7, handling service requests from clients, troubleshooting daily job failures, production deployments- Incident and Problem management and resolution- Change management and tracking, to ensure all the change requests are documented with correct configuration items and accurate implementation/rollback plans before the CAB meetings- Process management and leading teams to communicate, dynamically solve problems and deliver the highest quality solutions- Application maintenance activities that need to be done on the current production processes and drive ticket reduction initiatives- Working with the management to conduct Service Level Agreement knowledge sessions across geographies (United States/Philippines/India) and make sure all the teams are well groomed in order to meet or exceed client expectations- Driving the knowledge transfer for the ‘Support Service Level Agreements’ for incidents and the best practices for the account- Ensure accomplishment of Support Service Level Objectives and Key Performance Indicators- Ensure and promote ITIL best practices for Incident, Problem and Change management- Manage incident tracking application to ensure all issues are being addressed within the defined SLA’s and all managed tickets are kept current- Managing and reviewing code deployments by the team members- Perform timely and appropriate escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities- Creating custom reports from the Incident management tool for the purpose of analysis and monitoring performance- Assist management with hiring new team members by reviewing resumes, conducting interviews and providing feedbacks- Mentoring team members in the nuances of effective business communication and process adherence

Bengaluru, Karnataka, India

- Requirement analysis, application development, application maintenance, process management- Providing solutions for the problems the varied levels of users’ face, which included small bug fixes and major enhancements- Stress and performance testing of a Jade Application called e-Approval from Oracle 9i to 10g on an AIX box- Application migration, Stress testing, Unix shell scripting and PL/SQL programming