Pravish Ram M Email & Phone Number

Bengaluru, Karnataka, India

Greater Bengaluru Area

• Incident Management of High Severity Incidents and Outage management
• Management of external relationships and issue resolution coordination between the support and development teams are primary responsibilities of this position.
• Run the Bridge call for all Critical incidents with all required teams and stake holder
• Managing Support operations to meet the agreed SLAs
• Mentor and manage team members by giving constant on-the-job feedback and by providing guidance
• Scheduling training to new employees and explained protocols clearly and efficiently

Bengaluru, Karnataka, India

• Managing Production support and Dev Ops teams
• Validate root cause analysis and provide potential solutions for major issues.
• Enforce and supervise the quality and health of tickets.
• Monitor operational measures like utilization, KPIs, and SLA’s
• Coordinated and delegated work assignments to resolve procedural and critical technical issues.

Ernakulam, Kerala, India

• 2014 -Joined Xerox as (Senior Development Support Engineer) 2016 - Development support Lead 2017 -Development support Manager
• Demonstrated senior experience in managing, delivering and running service management functions with complete ownership.
• Demonstrated working knowledge of IT service principles and framework including ITIL, process tools, framework and best practice methods.
• Overlooked the organization of training sessions for existing team members, and provided classroom training to new recruits
• Write and maintained technical and operational documentation in our share point site
• Monitor employee productivity and optimize procedures to reduce cost.

Thiruvananthapuram Area, India

• Interacting with Project Managers to determine accurate requirement interpretation and timelines.
• Development/Modification of SQL Stored Procedures /Functions /Triggers
• Performing Impact review and code review of potential system change requests
• Resolved customer complaints and concerns with strong verbal and negotiation skills.
• Responded to customer service emails in a timely and effective manner.
• Review of test cases to ensure that the expected criteria are met

• Responsible for capturing the user requirements.
• Writing complex DML and DDL queries
• Used Visual Source Safe for Version Control.
• Prepare flow charts and systems diagrams to assist in problem analysis.
• Effectively implemented web applications using.NET framework using ASP.NET, C#, AJAX and XML.
• Designed codes, tests, debug and documents software according to company standards, policies and procedures.

Cochin

• Involved in understanding the application, designing and coding.
• Customizing the application based on the clients requirements.
• Giving training to the end users.
• Developed user documents for users.
• Designing and implementing database solution.

Be, Ece

Master Of Business Administration - Mba, Information Technology

Education record