Smriti Das Email and Phone Number

Detailed Job Responsibilities & Duties:Responsible for analyzing & improvising processes related Incident, Change and Problem management.Assessing diverse client requirements on different Service Management processess and deliver the same based on business scope & availability.Acts as a L2 POC/escalation point for Technical Support Groups regarding Incident, Change, Service Requests & Problems.Always ensure customer/ client deliverables meet Service Level Expectations.Analyze project specific ticketing and monitoring tools and keep a tab on the process sanity.Shares Process Update and plan to the stakeholder in Service Review Call as a presenter.Define and implement new process with the help of Quality, Operation Excellence & Tools team in order to achieve the project expectation and organizational goal. Responsible for Client's Ad hoc deliverables as well.Acts as a Service Owner in the weekly CAB call.

• Initiate bridge calls, sending invitation to stakeholders and respective resolver groups for initial investigation in case of major incidents.• Govern Major Incident Bridge Calls and drive those incidents towards closure within SLA as a Major Incident Manager.• Create and publish Major Incident Report (MIR) for each major Incident post bridge call.• Follow up with respective team to ensure no Incident breach their SLA.• Follow up with different Assignment group for "On Hold" & "In progress" Incidents for regular updates.• Update and publish Incident status and progress Tracker to the management and resolver groups.• Monitor different Incident Dashboards and watch over each Incidents of different priorities in Service Now.• Responsible for monitoring Application Infrastructure Dashboards, Integration Dashboards, Servers in Grafana tool. • Extensively works on monitoring Payment Aggregator dashboards in OPEL.• Provide Alert Observation report, Trend Analysis report, Hourly Dashboard report to the Stakeholders, Resolver groups and Management.• Publish SSO and Payment report to share the Daily, Weekly, Monthly trend of different login and Payment methods to Management.• Creates offer in Cosmos Database as per the adhoc requirement from partners.• Reconcile Application database with partner database to match or amend the data if any discrepancy found.• Send Daily & Weekly Order feedback report to the correspondence team in line with partners.• Acts as a Shift manager within team which involves coordinating with each team members in terms of Ticket Handling, query resolving etc. and help them with the best possible solution.• Participate in process update/training sessions and cascading the same to the fellow team members.• Involves in Daily, Weekly governance calls with Stakeholders and Management.• Creates Incidents, Service Requests as and when required.• Create/publish/retire KB articles as & when required in ServiceNow.