9.4+Years of proven work experience in Information Technology Industry in managing internal and external clients in Application and product support operations across the globe.
Key Area of Expertise include but not limited to handle large teams by developing excellent relationship among team members, promote the culture of automation to reduce effort hours.
Excellent skills in Teamwork, Leadership and Communication, having strong Initiative skills, worked both independently and as part of a team.
Vast experience in Managing 24*7 L1/L2 Operations supporting Clients in all Geographical location including but not limited to Northern/Latin America/Europe/Australia/Asia and Middle East.
Leading the whole shift along with Dev/QA and UMT support personal to deliver the required services.
Mentor/coach other technical support engineers (L1+L2+L3).
Proven record of putting the customer first, going the extra mile, and doing what is right.
Follow and implement the process like Incident management, Change management and Problem management.
Drives all Incidents, Change Request and PBI until solution is delivered.
Defining SLA process and take follow up to achieve that.
Strong knowledge of AGILE and KANBAN methodology.
Experience in User Support and Business Application / Production (L3) Support, supporting the different Java based applications, and Exchange process for the client.
Doing interaction with Project Manager and Customers for clarifying their requirement.
Preparing statistical and escalation reports.