Trupti Halankar Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

• Managed a team of over 10 application support analysts to maintain a 24/7 support model for a Java-based SAAS automation product serving global logistics. Provided guidance and support to ensure the timely resolution of technical issues, resulting in a 10% increase in customer satisfaction ratings.• Introduced process enhancements that decreased incident response times by 30% and elevated overall application uptime to 99.97%.• Worked closely with development teams to coordinate application releases and ensure comprehensive testing, reducing production issues and boosting system reliability.• Conducted reviews of incident management processes to optimize workflow efficiency and implement improvements in response times and resolutions. Facilitated Service Level meetings, performance evaluations, and process improvement discussions.• Skilled in overseeing end-to-end IT service delivery processes, ensuring compliance with SLAs and KPIs.• Developed detailed functional and technical specification documents to support application functionality.• Ensured compliance with SLAs, KPI’s and Operational Level Agreements (OLAs) among team members.• Conducted regular training sessions for team members and end-users to promote knowledge sharing and ensure effective application usage.

Mumbai, Maharashtra, India

• Involved in incident management and its permanent resolution as its product based company.• Leading a team of 10+ software engineers.• Found trends in commonly occurring requests from clients and got it fixed as new feature in the product which has helped reduced product defect count by 20%.• Involved in Service Level meetings, performance appraisals and process improvement meetings.• Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution.• Assist/drive the team in providing efficient 2nd & 3rd level Support on all Identity & Access Management.• Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery.• Possesses excellent analytical skills and effective oral and written communication abilities, with a strong commitment to achieving results.• Skilled listener and motivator with outstanding interpersonal skills, capable of collaborating effectively within teams.

Hove, England, United Kingdom

• Delivered onsite support for three years as an Onsite Coordinator, ensuring seamless operations and client satisfaction.• Provided comprehensive support for client-related issues, overseeing incident and problem management and tracking across multiple modules.• Experience collaborating with regulatory bodies and implementing resilience frameworks, including ISO 27001 and GDPR compliance.• Maintained all communication for tickets using EPMO/JIRA/Remedy and ServiceNow tracking tools.• Ensure adherence to SLAs and KPIs by monitoring service performance and implementing corrective actions as needed.• Collaborate with cross-functional teams to address client needs and drive continuous improvement initiatives.• Serve as the primary point of contact for client escalations and issue resolution, ensuring timely and effective resolution.• Conducted regular performance reviews while coaching and mentoring team members to promote professional development.• Prepare and present reports on service performance, client satisfaction, and key metrics to senior management.• Honored with the "Stellar Award" for outstanding contributions in 2017 and 2018.

Mumbai, Maharashtra, India

Involved in the development, enhancement and support of Quotation, New Business, PAS, MUW and Claims modules of Elixir Group Life (An Group Insurance Product).Peer to Peer review of Code, Coding Standards & Testing results.Knowledge Transition to the new members in the team.Technical and Functional assistance to team member.Assisting Business and Solution architect while requirement gathering. Has ability to understand business requirements and translate them into functional requirements.Co-ordinate closely with Business Users and Operations to understand the functional requirements.Provided Impact analysis for Production issues and fixing of production defects across modules.Provided offshore co-ordination for Production related issues, defect management and tracking across various modules.Maintaining all communication for a ticket on EPMO/ JIRA/ Remedy and Service Now tool.Provided Onsite support for three years as an Onsite Coordinator and got promoted to Lead Delivery engineer.

Kingswood, England, United Kingdom

Worked as an onsite coordinator. SPOC for all user related queries. Handled incident management, change management and supported release deployment activities.

Mumbai, Maharashtra, India

Involved in the development of Quotation, New Business, PAS, MUW and Claims modules of Elixir Group Life (An Group Insurance Product).Created Program Specification and Unit Testing Plan based on WBS and requirements of client. Involved in the development of the UI, implementation of business logic and creation of Jasper reports.Coding, Unit testing, Sanity Testing and UAT. Preparing detailed test cases and ensuring that system is tested considering all the possible scenarios.

Pgdm In It Management, It Management, 77%

Bachelor Of Science - It, Information Technology