Identifying issues/requirements and co-ordinate and communication for issues/ requirements with team members and
Site-In charge. • Improve efficiency of products – like identifying the defects in the software and taking up with concerned for rectification. • Coordination with customer (banks) for Change Requests and maintenance activities. • Shift Roster and Attendance management • Understanding customer requirements/issues and escalation/resolution of the same through appropriate channels
• Conducting regular meetings with the team members on latest updates
• Assisting Shift Resources in terms of resolving client inquiries
• Monitoring the effectiveness of incident management and making recommendations for improvement • Driving, developing, managing and maintaining the major incident process and associated procedures
• Performed the DR ownership/co-ordination on regular intervals for respective application
• Handled 4 products effectively maintaining an uptime of 99.4% across 7 banks. • Escalate performance issues with internal and/or external providers to minimize adverse impact of systems availability
on business continuity
• Working with Internal team for the installation/upgrade/refresh projects.