1. Implemented Incident management policy2. Developed a strong L2 team with 10 members to support the production issues3. Trained L2 team to handle UAT and Production releases4. Customer support.5. Prepared a complete workflow which shows a customer query journey for both digital and retail.6. Implementing permanent fix for recurring issues.

1. Critical Incident management2. Team management3. Incident management4. Process improvements

o Tracing incidents and its impact, Incident investigation and diagnosis.o Administering 4 Live Projects.o As a member of the L2 team initial testing checks are done for module level issues.o Takes incident resolution actions to restore service to customers.o Monitoring Incident details, including the Configuration Items affected.o Detection of possible Problems proactively and the assignment of them to the Problem Management team.o Monitoring the status and progress towards resolution of assigned Incidents.o Keeping affected business partners informed and updates the progress till resolution.o Escalating the incident/problem as necessary per escalation policies.o Report preparation and analysis.o Client request fulfillment.o L2 level module checkso Flashing RCA.o Client communication

As a Software engineer, was responsible for• Design• Successful Delivery & Closure• Support