Shikha Girdher

I had the opportunity to gain insights into the procurement process, including scouting and identifying suppliers. I also developed an understanding of regional procurement, learned how to maintain sustainability, and ensured compliance throughout the process.

• Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management • Secondary support for Configuration Management, Vendor Management, and Service Level Management • Produce activities and workflow documentation for Change, Incident and Problem Management • Meeting and improving established service delivery SLA’s. • Governing all active incidents and chasing Support groups for the immediate action on the pending incidents on daily basis with them. • Front Face to the customer for providing and showcasing weekly and monthly report • Manage formal Post analysis meeting. • Solely Responsible of Auditing all the closed incidents of support group and maintaining the Quality of the ticket logs , • Weekly metrics reporting to management and collection of staff’s status reports • Provide oncall 24x7 support for all High Priority Incidents and leading an outage call and providing PIR and RCA for the same.

Roles and responsibilities: • Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/ other service lines based on the scope. • Tracking of Incident from Opening to Closure, with timely communication to business. • Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team. • Creation and Estimation of efforts for software change requests or enhancements. • Team Progress Tracking • Incident Management and Problem Management on Run the Bank (RTB) activities. • Reviewing SLA performance and recommend corrective action. • To follow up on escalations and issues with clients and HCL management. • Prepare Outage reports. • Performing and communicating Daily health checks to Management across Clients. • Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Roles & Responsibilities • Experience in Infrastructure and production support of large and critical network with 24/7 uptime • Opening a corresponding trouble ticket through the Remedy/AOTS ticketing system & work to resolve the incident or route the trouble via phone call or external/internal ticketing system to the responsible work center. • Creating and monitoring logs as per the Issue generated. • Perform active monitoring and respond to alerts and escalate issues to appropriate teams. • Working directly with client on different platrom for unix like solaris, linux, hp to fix all unix alerts such as Filesystem , deamon , process , server connectivity server down via monitoring tool . • Provide process improvement guidance / changes for review by leadership. • Coordinate with the team at onsite for a smooth deployment , any change management or production issues . • Provide internal and external audit support as requested. • System failure analysis and recovery; insuring the consistency and integrity of file systems. • Manage servers running on Solaris /HP/ Linux • Setting-up, configuring, testing and documenting the tools necessary to deliver the Service Level Agreement (SLA) in production. • To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.

Unix oracle support- production support environment for oracle in unix operating system.