Priyanka Venkata Subramaniam Email & Phone Number

Guildford, England, United Kingdom

Guildford, England, United Kingdom

Bengaluru, Karnataka, India

Responsible for keeping track of daily service reports with clients and stakeholders. This includes Incident and Request Management, as well as SLA Management. Assist with the identification of automation opportunities and the creation of automation systems. Documentation of procedures and dissemination of information to all key stakeholders. Responsible for proactive, accurate, and timely reporting on Service Delivery progress, issues, and learnings, in addition to designing service improvement strategies. Gained working knowledge in modern access control solutions such as single sign-on (SSO), federated identities, multi-factor authentication (MFA), and privileged account management. Managed employee onboarding and off boarding, as well as user provisioning and de- provisioning. Assigning obligations to individual employees based on their job and talents. Further, supported colleagues with tasks as needed, and assist as a supervisor when essential. Leading by example by executing tasks correctly and ensuring that personnel are properly trained to perform tasks throughout the department in order to provide the greatest results.

Chennai Area, India

Oversee the incident management process, ensuring that the event is resolved and the Client's IT operations are restored as soon as possible. Manage/facilitate the resolution of several events at the same time and exercise caution during severe incidents. Further, record and categorize recurring incidents in order to improve incident management practices.Reacting to a reported service incident, determining the root cause, and commencing the incident management process. Oversee the whole incident resolution process and ensure that the appropriate groups are involved in the settlement of the events. During outages, coordinate resources and actions and disseminate event information and effect to consumers, business partners, and senior management.Collaborate with members of the information security, network, application, and cloud teams to ensure that IT services are consistent for our business users.Implement and manage Incident and Problem Management practices to guarantee optimal overall performance. Follow-up with global support teams in real time and on a continual basis to resolve critical incidents.

Chennai Area, India

As a Support Engineer I was responsible to handle customer queries / issues through Voice (International) and chat transactions to the best of customer’s satisfaction and did the necessary documentation of calls and chat. Adhered to standard operating procedures required by the process and organization and had excellent awareness of relevant service levels and also meet the goals set by the project. • Provided technical support to customers via telephone and email • Handled support and issues tickets. • Analysed and troubleshooted software and hardware issues. • Diagnosed, troubleshooted and resolved customer issues and queries. • Communicated effectively with both technical and nontechnical users. • Escalated service requests to appropriate client representatives. • Documenting in detail about the queries, issues or the reported problems and the solution provided for them. • Analysed the common problems, error trends and was responsible to generate analysis reports

Bachelor Of Engineering (Be), Eee, Cgp 7.34 - First Class

Education record