As a team Lead: • Maintain up-to-date validation documents, SOP, Work Instructions, process documents for the project needs. • Review user reports with respect to user access set-ups in the system. Assigned daily employee tasks and monitored activity and completion Identify gaps in the process and building up ideas to fill in the gap • Created dashboards for the team to understand the trend of issue. Used Solarwinds for Data visualization of events occurred using graphs and charts, any changes taken place, downtime of servers etc • Performed Quality Reviews on Incident/Service/Change Tickets and provided feedback to the team • Have been part of audit preparation during internal and external audits • Resolved and provided solutions during internal and external service providers in the area of incident, problem, and change management. • Created management reports for reviews, scorecard of team performance matrix. • Monitor the open ticket volume and progress made on each ticket, escalate accordingly to before SLAs. • Daily co-ordination of incident review calls internally, ensuring compliance to process • Worked with team members to improve performance and implement training updates • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets. • Provide effective response to any escalation or alerts, triggers, notification and get it addressed. • Hired, trained and mentored staff to maximize effectiveness • Established open and professional relationships with team members which helped resolve issues and conflicts quickly • Held meetings with employees to evaluate performance and make plans for improvement Product Support Tech Advisor: Engage in Application Tech support and Maintenance for PV Domain • Provided support to maintain, develop and continual service improvement for global safety database to ensure IT Compliance. • Performed activities like Meddra Dictionary Upgrades, TNS Entry updates, Environment refresh activities, Installation of tools on server, Data extraction for clients. • Performed Data Patches for identified bugs in the system via the scripts provided by developers • Executed Change Requests like Emergency, Non-Production, Normal, Standard Change for controlled environments. • Achieved end to end activities for deployment of software release via Implementation Plan. • Understand implementation approach and methodology. • Responsible for ensuring that all Implementation Plans are consistent with defined process also ensuring that CMDB is certified and valid. • Worked on Argus Interchange/ESM and custom E2B Profiles. • Collaborate with Project Management to define a release schedule under management • Created IQ and OQ as per the project requirement for deployment activities • Experienced in implementation/support/installation of safety system • Applied server patches and security changes as per the company policy. • Collaborate with Project Management to define a release schedule under management. • Participate in Continual Service Improvement efforts for services, process and procedures. Customer/Application Support Analyst: • Provide first line assistance to end users of our Global Lifecycle Safety Platform ensuring technical application support, configuring internal and external users • System administration and on-spot issue management for all Production and Non-Production Environments • Issues worked based on triage, urgency, priority of tickets from customer/clients • Work closely with the Clients/Customers on Oracle Argus Safety Application, OBIEE, Axway transmissions, XML files, Case Processing, Argus ICSR(E2B), Reporting, Argus Console and other complex support issues reported • Accountable to achieve 100% compliance with customers' Service Level Agreements with respect to incident and request completion and communicate with customers • Manage user provisioning, system access and user roles ensuring compliance. • Work on issues related to electronic submissions of adverse events, E2B verification. • Assist in the generation of standard query reports using Oracle SQL as required • Generation of OBIEE Reports on basis for the customer's requirement. • Communicate with software vendors, infrastructure services, and/or applications development and helped teams to quickly restore system issues having a wide impact.

• Proactive and reactive Categorization, prioritization and assignment of Incident tickets, Service tickets, Change tickets and Problem tickets. • Proactive monitoring on critical alerts (Packet loss, System uptime, Disk space utilization, Network Status) • L1 level of troubleshooting Disk space and Performance related issues on servers • Performing scheduled change, Updating Service Packs on local machines. • Hosting bridge calls, sending notifications during high Severity incidents • Proactive monitoring of Live Global networking devices, adding nodes (globally) per requests, modifying nodes using Solarwinds Orion (Tool) • Configuring, Modifying, Deleting and managing Nodes, Controllers, Access Points on Cisco Wireless Network • Generating Daily High Utilization reports, Monthly WCS, Airwave reports to clients • Creating device, adding correct SNMP community using Aruba Airwave tool • Configuration of Device Management, Server Management using Netscout n-genius Client • Providing Top Application usage reports for all sites using Riverbed Technologies