Executing and managing I'M/MIM process, regular communication to the leadership teams, Coordination with NOC Team, Internal and external vendors to ensure timely resolution of incident.•Analyse High and critical incidents P1/P2 tickets. Analysis Incident & user requests and update to SM if exceeding SLA. •Analysing the large data using Tableau application and presenting it to the customer with findings and solution to the problems.•Ensure that all reports, documentation, and related information used by the reporting team and Project Team. •Develop dashboards, automated reports and reports templates using visualization tools. •Accountable for the execution of the incidents and escalating major incidents to the Incident Manager. •Worked as an Escalation manager for the customer wherein responsible as single point of contact for quick resolution of Incidents. •Incident Management:Analysing incidents to find out Reason for outage (RFO) and root cause for the incident, Sort incidents based on Priority and calculating downtime (outage) and availability of the service provided to the customer. •Produce weekly, monthly, quarterly, half yearly and yearly reports for service manager in MS Excel, MS Word and MS Power point which shows total number of incidents created for particular account, Change management •(Plan maintenance) data, Total availability & Total utilization data (graphs and numbers) •Change Management –Track all upcoming / past dated plan maintenance details which may or already caused for service outage or interruptions for various customers. •Time Management: Responsible to produce and deliver various types of reports within agreed date between service manager and Customer. •Proficient in reporting, excel formulas, Pivot tables, formatting data, sorting and filters, building and customizing charts

Work Allocation, Workflow Management, staffing & Forecasting •Internal & External Reports for management (Reporting MIS) Proficient in reporting, excel formulas, Pivot tables, formatting data, Sorting, and filters, building and customizing charts. •Responsible for agreed SLA delivery, Billing & SLA Reports •Work Allocation, Queue Management on real time basis •Work force Management responsibilities. •Analysing spike in volume and getting people trained on that queues. •Internal & External Reports for management •Training plan for team members who needs improvement, Preparing Team Performance evaluation reports for Managers and feedback.