Caroline Basel

Operations Associate

Delhi, India8 yrs 8 mos experience
Highly Stable

Key Highlights

  • Expert in ITIL framework and incident management.
  • Proven track record in healthcare IT projects.
  • Strong skills in network monitoring and problem resolution.
Stackforce AI infers this person is a Healthcare IT professional with strong incident management and network operations expertise.

Contact

LinkedIn

Skills

Core Skills

Network Operations Center (noc)Incident ManagementItil FrameworkMonitoring Servers

Other Skills

Network Monitoring ToolsProblem ManagementCommunication SkillsRoot cause AnalysisTeam CoordinationService Level AgreementNetwork devicesSCOMGlobal Service NowDCRUMZabbixManage EngineCustomer Service OrientationMulti-task & Handle High-volume WorkloadsCustomer Negotiations

Experience

8 yrs 8 mos
Total Experience
2 yrs 2 mos
Average Tenure
2 yrs
Current Experience

Tata consultancy services

2 roles

Information Technology Analyst

Promoted

Jun 2024 – Present · 2 yrs

  • WORKING IN LIFE SCIENCE PROJECT BECTON DICKSON.
  • Manage and Monitor IT command center operations, ensuring the availability and performance of critical systems
  • Problem Management, ITIL framework, Communication Skills, Root cause Analysis, Team Coordination, Service Level Agreement, Incident Management
  • Handle P1/P2 incident management, ensuring timely resolution of high- priority & business critical issues
  • Collaborate and manage the team to perform
  • Responsible for team decisions
  • Engage with multiple teams and contribute on key decisions
  • Provide solutions to problems for their immediate team and across multiple teams
  • Identify areas for improvement and implement process enhancements
  • Managing and resolving escalation in a timely manner
Problem ManagementITIL frameworkCommunication SkillsRoot cause AnalysisTeam CoordinationService Level Agreement+1

Process Enabler

– Present

Network Monitoring ToolsNetwork Operations Center (NOC)

Ims- infrastructure management services it

Information Technology Analyst

Oct 2022 – Jun 2024 · 1 yr 8 mos

  • MEDICAL PROJECT- STRYKER
  • Monitoring Servers, applications, Network devices, escalating high Priority (P2, P1) incidents to the concerned teams and tracking the issues to the resolutions. Tracking incidents status as resolved open reopen and closed
  • Identify Potential problems and increasing trend of repetitive incident
  • Working with Multiple teams on root cause analysis for Critical issues
  • Using Scom, Global Service Now, DCRUM, Zabbix and Manage Engine for creating & Monitoring Servers
  • Initiate and Performing Changes on production system and put Servers on Maintenance Mode (MM) and proactively escalate any issues that cannot be resolved within the established time frame
  • Worked on different tools as UC4 Jobs productions (Highly Critical) and Non-production (moderate) checking all the failed jobs, stuck jobs, Running jobs and all the SAP servers’ applications. Tools used Solman, App Mon, InfraMon.
  • Monitored on Vcenter Queue, Vrops, Skyboat Admin servers Unix server, Windows servers & WM critical servers
Monitoring ServersNetwork devicesRoot cause analysisSCOMGlobal Service NowDCRUM+3

Citi bank

Process Specialist

Jan 2019 – Jan 2022 · 3 yrs

  • PROJECT FOR NORTH AMERICA.

Zomato media private limited company

Customer Specialist

Jan 2017 – Jan 2019 · 2 yrs

  • Email, Chat support Accounts handling & billing
  • Provided timely and accurate support to customers via email and live chat
  • Resolved customer inquiries related to specific product and service areas
  • Maintained high customer satisfaction scores through efficient problem- solving
  • Documented customer interactions and issues in system
  • Followed company procedure to provide consistent support
  • Managed a high volume of email and chat support requests
  • Diagnosed and resolved technical and non-technical customer issues
  • Utilized knowledge base and other resources to provide accurate information
  • Escalated complex issues to appropriate teams
  • Proactively identified and reported trends in customer issues

Education

Pinewood High School

High School Diploma

Jan 2019 – Jan 2019

Modern College

Bachelor of Arts

Jan 2014 – Jan 2014

Modern College

High School Diploma

Jan 2011 – Jan 2011

Caroline Basel - Operations Associate | Stackforce