Engineer, Team lead with a passion for beating former automation. Having 8 years of extensive IT experience in Team Management, Technical Support, Automation Software and Web Development. SIAM certified Service Integrator, experienced in 4ME, Service Now, Service Desk CA Tools, and familiar with Cross Functional Services, SLA, Service Request, Incident, Problem and Change Management.Microsoft Azure certified Cloud practitioner, with expertise in IT projects, managing full SDLC ranging from Requirement Analysis to User Acceptance and Interface Design to backend Coding, performing SAT and UAT.Google certified Digital Marketing specialist, with experience in Brand Promotion, Data Analysis, Lead Generation, Marketing Strategy building, Social Media Marketing, SEO, SEM, SMO, Automation Software and Web Development.Work ExperienceWorking with HCL Technologies Ltd since March 2022 Working in (24/7) shifts, extended for business-critical hours. Acting as SPOC for the customer to provide the status update for Major Incidents. Conducting biweekly review meeting with relevant members. Driving the Bridge involving all relevant resolver group and continue till MI is resolved. Ensuring timely delivery of initial and follow-up communications. Conducting a thorough analysis and preparing PIR after Major Incident is closed. Working with towers to ensure efficiency of the end-to-end Incident Management process. Performing Quality Audits and providing input to the ongoing Service Improvement. Delivering contracted SLA performance.Worked with Adani Group at Lucknow International Airport since June 2021 to March 2022 Providing Application support for Airport Management System (AMS by SITA). Planning for optimum resource utilization in coordination with Apron control. Customizing AMS, creating KPI’s and adding Transitional and Validation rules. Coordinating with internal, external and Airport Management authority. Performing Audit’s for billing and passenger data. Senior Associate with Coforge Ltd placed at CCSI Airport from June 2018 to June 2021 Providing technical support for Airport Management System (AMS by SITA). Preparing SAT and UAT documents and verifying the same at client site. Ensuring 24x7 functioning of AOCC on shift basis as per the prescribed SLA. Providing support for Airport IT systems that includes AFTN, AODB, ATM, BHS, BRS, CUTE, FBLB, FIDS.Software Developer with JZ Associates from December 2016 to May 2018 Engaging with internal and external customers as necessary. Managing Team of 24 Engineers and resolvin