As a Incident Manager,1. Resolve and track production incidents with the extensive ITIS experience in Incident Management and prevent re occurrences by adhering to problem management process. 2. Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents. 3. Prevent/escalate IT service outages by working closely with problem owners, SME’s and other stakeholders to identify problem scope… Show more As a Incident Manager,1. Resolve and track production incidents with the extensive ITIS experience in Incident Management and prevent re occurrences by adhering to problem management process. 2. Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents. 3. Prevent/escalate IT service outages by working closely with problem owners, SME’s and other stakeholders to identify problem scope . 4. Capturing incident follow-ups and completing formal post implementation reviews. 5. Audited major service interruption tickets for appropriate prioritization.As a Change Manager1. Coordinate, create, approve the change plans for our applications as per Business requirement.2. Ensure the Solutions from Problem management and Development teams are incorporated in planned change.3. Coordinate all Major changes including On prem and cloud migration changes4. Facilitate IT Change Advisory Board (CAB) meetings and prepare meeting materials, publish minutes, and track action items.5. Identify and propose process improvement based on performance indicators and ensure the KPI’s are met. Conduct the Post Implementation Review (PIR) to record and track the issues and make sure it has been fixed before next cycle of patching.6. Coordinate with the vendors to discuss the change activity on our applications7. Creating statistical reports and performing analysis on a weekly basis for continuous process improvement8. Cross-skilling among the team members to avoid resource dependencies. Show less

As IT security Admin,1. Responsible for Identity and access management related services to our Customer.2. Understanding Retail IT operations and IT demands from client’s business perspective.3. Perform Windows Active directory Administration services which includes end user provisioning, implementing GPO policy for objects across multiple domains ,Onboarding and offboarding of new and departing employees.4. Assisted and worked with Clients and Technical Support teams in… Show more As IT security Admin,1. Responsible for Identity and access management related services to our Customer.2. Understanding Retail IT operations and IT demands from client’s business perspective.3. Perform Windows Active directory Administration services which includes end user provisioning, implementing GPO policy for objects across multiple domains ,Onboarding and offboarding of new and departing employees.4. Assisted and worked with Clients and Technical Support teams in bringing process improvementsPeriodically updating the KB documents , Handling team reports and client deliveries adhering to SLA and ITIL Metrics.As Application support analystAs a Application Support Analyst1.Responsible for application support, including the daily application system health check, issue fixes and software maintenance along with IT Infrastructure resources2.Overseeing the Incident management process and team members involved in resolving the incident.3.First point of Escalation for incidents.4,Take accountability of all requests and incidents and communicate about theprogress of such requests.5.Producing documents that outline incident protocol.6.Monitoring end to end incident lifecycle.7.Created dashboards which facilitates in monitoring the applications health.8.Establish and maintain constructive relationships with functional applicationowners in the company ,third party vendors.9.Audited major service interruption tickets for appropriate prioritization,technical and business domain accuracy, and service level metrics. Show less