Experience

HCLTech Germany

• Germany
• IT Services and IT Consulting
• 1 - 100 Employee

• Specialist

  • Jan 2023 - Present

• Senior Analyst

  • Nov 2020 - Present

  Providing second level support for AUDI customers. Handling all connectivity and IoT related issues. Handing account related issues. Managing incidents via 3 different incoming channels SC3, Emails and DISS.Key responsibility• Analyzing and processing tickets forwarded by level 1 support / Importers / Dealers.• Making sure that the response SLAs are meet for all the 3 incoming channels.• Forwarding tickets to further support groups of the issue is complex or our involvement is limited.• Perform quality analysis on the tickets worked by other colleagues to recognize the knowledge and process gap which prevented us from resolving or processing the incident in a scheduled manner. • Acting as dispatcher in the shift making sure that the response SLA is met and the incidents are processed in a timely manner.• Extending support to other colleagues. • Notifying the Problem manager if a suspected problem is detected. Show less



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Sr Analyst

  • Nov 2017 - Jul 2022



CONVERGYS INDIA SERVICES PRIVATE LIMITED

• Technical Associate

  • Jun 2016 - Nov 2017