Apr 2022 – Apr 2023 · 1 yr

• Utilized ServiceNow to proactively monitor system performance, identifying potential service degradation issues before they impacted customers. Implemented automated alerts that reduced incident response time by 30%.
• Primary role is to learn, understand and train the inexperienced staff for processing customer data - Life (Assurance) applications, Quality Checking - Audit, and the Point of contact for all new and existing staff on the process, and for the business area for the queries.
• Function as a point of escalation for strategic customers or partners, coordinate customer calls and remote troubleshooting when required.
• Monitored SLA performance and identified areas of non-compliance. Developed and executed an action plan that improved SLA adherence from 85% to 95% within six months, enhancing overall customer satisfaction.
• Created detailed monthly performance reports and conducted quarterly service reviews for clients, providing actionable insights that led to a 10% increase in service efficiency and a 20% reduction in recurring issues.
• Leading, driving, facilitating meetings, and conference calls.
• Being accountable for resolving the outage via workaround or permanent fix.
• Performed trend analysis on incident data to identify recurring issues. Partnered with the internal team to implement initiative-taking solutions, leading to a 30% decrease in recurring problems and a more stable environment for clients.

Oct 2020 – Apr 2022 · 1 yr 6 mos

Aug 2019 – Oct 2020 · 1 yr 2 mos

Aug 2018 – Jul 2019 · 11 mos · Gurugram, Haryana, India

• Sourcing and managing resource and capacity planning for projects.
• Coordinated with the customer to gather requirements and manage expectations.
• Document insights report covering business case, problem, hypothesis, data insights to drive case for change
• Supporting consultant and training development team to ensure optimal progress and stability of the project.
• Oversee multiple projects across all phases of development.
• Monitor workflow and make timeline adjustments as needed.
• Implement and maintain development of best practices.
• Collaborate with the project team and develop status reports, cost estimates, and resource plans.

Jun 2017 – Apr 2018 · 10 mos · Noida, Uttar Pradesh, India

• Managing end-to-end management of project deliverables.
• Delivering and implementing the project as per scheduled deadlines; extending post-implementation and maintenance support to the technical support team and client.
• To write test cases and scenarios based on the specifications.
• Reviewed and prioritized over one hundred open cases and changes weekly, communicating aligned priorities to Service Now teams. Ensured timely responses and resolutions, achieving a 90% resolution rate within agreed timelines.