Information Technology Project Coordinator

• Jan 2023 - Present

Software Engineer

• Feb 2020 - Jun 2022

• Communication with Business users related to resolving queries, obtain clarifications and providing updates • Set up Business bridge calls to update status of Critical incidents / Outages • Followed up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution • Responsible for the project tasks assigned • Initiated escalation procedure for incidents based on the agreed upon timelines and tracked it to closure • Managed queue effectively and allocated tasks to the team based on an allocation plan • Ensured assigned tasks were completed within targets set (the tasks included incidents, service requests, identified problems, Operational changes, enhancements etc.) • Conducted peer reviews and ensured quality of deliverables • Conducted periodic data analysis, performed RCA for any targets missed and customer escalations; Reported the findings to the Service Manager; Implemented all Corrective and Preventive actions • Deployed process as defined in the process handbook • Prepared release notes and ensure application documents are updated to reflect the changes made • Ensured complete KT to support teams before any production release

Systems Analyst

• Oct 2016 - Feb 2020

• Collated data and provided inputs for reporting requirements• Responsible for coordination with other support groups (such as infrastructure, product vendor etc.)• Complied to defined process during task execution (including problem management, KEDB management etc.)• Contributed and participated proactively in knowledge sharing sessions• Provide complete KT to support teams before any production release• Studied assigned functional specifications; analyzed and identified impact of specifications; raised queries and sought resolution from different stakeholders• Provided required support to develop the proof of concept

Technology Internship

• Apr 2015 - Oct 2016

Internship program in the company's IT support team, providing Help Desk services and implementation follow-up.