Operations Analyst and IT support

To contribute in a reputed organization that provides challenge and professional growth.

· Creation and analysis of KPIs and SLAs for CSC performance monitoring.
· Responsible for creating contingency and recovery plans for business to operate in BCP (business continuity planning) mode.
· Act as first level support for CSC operations and escalate to BAM wherever required.
· Administer all public holidays, agent profile and agent skill mapping in casement. Manage ad hoc emergency/restricted closure for CSC services.
· Ensures minimal system downtimes.
· Repository monitoring for emails and ETA faxes.
· Monitoring CSC budgets.
· Participation in IT projects. These includes;

Super user during SAP deployment - Acted as tester, trainer and first line support for SAP users/call agents in CSC, Distribution, LSC and Cards operations.

Performance Coordinator – Managing all holidays, changes in CSC. Manage retrofits and BRTs (Business requirement templates).

CSOM and IT readiness- Change in IVR as per CSOM guidelines, supervising the entire project and cutover activities, coordination with VSI &Premier Sys and ensuring business continuity once the changes were kicked in.

Auditorium/Connaught House readiness- IT and other readiness deliverables were addressed on timely manner. Active follow up with administering regular meetings.

DRP Site Readiness- Survey for BCP location, arranging Civil and IT estimates, preparing SRP and getting approvals from CoB GMs and FN and finally achieving target timelines.

CSOM/SAP Business IT Support - Arranging all the required voice and non-voice information of presentation layer, IVR prompt recording, providing all the required business information as required in business readiness templates for CIM. Administering MSDS planning and cutover activities for GSAP go live.

Cards Readiness- Cards operations movement to Connaught House, managing the downtime and cutover activities.

Business Readiness Review - Active participation in developing final packs and providing relevant information for BRR1 and BRR2.

Achievement:

Received SRA (Special Recognition Award) for Connaught House readiness, shifting and performing BCP without any hindrance in business continuity.

Received recognition award by CEO Shell for active participation in SAP deployment.

Bachelors of Computer Science & Information Technology 2005 batch

NED University of Engineering & Technology Grade A