Job Responsibilities:Working on CRM regarding all perspective for Contact CenterResponsible and handle any queries related to CRM as a primary POCResponsible for managing and maintaining CRM databaseResponsible for liaison with business / end user and vendorsResponsible for any technical support to vendors for application integrationResponsible for arranging and providing UAT environments to business usersWorks closely with management to prioritize business goals… Show more Job Responsibilities:Working on CRM regarding all perspective for Contact CenterResponsible and handle any queries related to CRM as a primary POCResponsible for managing and maintaining CRM databaseResponsible for liaison with business / end user and vendorsResponsible for any technical support to vendors for application integrationResponsible for arranging and providing UAT environments to business usersWorks closely with management to prioritize business goals and information needsEvaluate system specifications for business requirementsAssist and lead new Projects and Up-gradation of CRM and actively contribute in SIT & UATCreate, update and maintain SQL reports in Visual Studio 2010 to meet business requirements and user experienceAssist any support inquiry from contact center and CRM usersAlso, handling other tasks related to CRM with Alternate Delivery ChannelsPrepare user manuals accordingly with application developmentTo assist level-1 support team for issue resolution regarding CRM Show less

Job Responsibilities:•Provide support to users on applications: SYMBOLS (Core Banking Application), iMALL (Islamic Banking System), TCSS (Total Consumer Services Suites), BTF, CCMIS, Unified System.•Performing End of Day, End of Month and End of Year processes activities are carried out as per defined process checklist within agreed service hours. •Deliver 1st level support to current and new banking applications•Work to meet deadlines and performed multiple activities in… Show more Job Responsibilities:•Provide support to users on applications: SYMBOLS (Core Banking Application), iMALL (Islamic Banking System), TCSS (Total Consumer Services Suites), BTF, CCMIS, Unified System.•Performing End of Day, End of Month and End of Year processes activities are carried out as per defined process checklist within agreed service hours. •Deliver 1st level support to current and new banking applications•Work to meet deadlines and performed multiple activities in parallel•Support to branch users in case of any issue encounters in banking application•To ensure that all systems backups are taken as per schedule and logs are checked and maintained properly. •To ensure that all system backup and restorations at DR site are conducted as per schedule and within given time.•Data Center physical and environmental security followed•Information security policy to be compiled for all DC physical and system security and compliance.•Keeping and maintain all critical and sensitive documents into fire proof safe.•Timely escalate system related problem when observed to certain levels as per problem escalation matrix.•Timely respond upon all periodic group related information and updates.•Participate in maintaining regular test Backup Plan and Disaster Recovery Plan•Help in supporting the IT Operations processes running 24/7: day shift as well as night shift operations.•Troubleshoot and rectify directly 1st level issues. Escalate 2nd level issues to the right experts:Application Development, Technical Infrastructure, Architect and Data-model or external vendors.•Provide technical assistance as and when required•Maintain and execute daily tasks on test and production environments Show less

Job Responsibilities:• Receive and record technical and/or application support calls from end users. • Provide investigation, diagnosis, resolution and recovery for hardware/software problems• When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes. • Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe. • Support the following technologies: Microsoft… Show more Job Responsibilities:• Receive and record technical and/or application support calls from end users. • Provide investigation, diagnosis, resolution and recovery for hardware/software problems• When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes. • Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe. • Support the following technologies: Microsoft Office 2007 products – Outlook, Word, Excel, Internet Explorer, Windows XP, desktops, laptops, printers, LAN/WAN connectivity and others as assigned• Technical problem resolved through Remote Access software’s Such as Remote desktop connection and Other Remote Access License Software’s.• Manage service requests, software installations, new computer setups, upgrades, etc. • Record incident resolutions in the Help Desk tool. • Ability to work independently and in a team environment. • Ability to communicate well with internal and external contacts. Show less

During internship period I was engaged in:• Data Center Operations Management i.e. NMS, EMS, • Structured Data Cabling / Cable Management• Level 1 – Network Support• Problem Resolution and Escalations• Data Center Switching and Routing• ATM Monitoring• Application Monitoring