Anshul Joshi

About Anshul Joshi

As an Associate Analyst with 3 years of hands-on experience, I excel in swiftly…

Experience

1. Analyst

   TomTom

   Aug 2022 — Present

   Extensive troubleshooting experience, adept at swiftly resolving highly complex technical issues to ensure seamless network operations. Oversee critical priority incidents as an Key facilitator and support lifecycle of IT services, while driving fast recovery of incidents; including incident management, problem management, change management with technical bridges in real-time. Partner with Incident response Managers to contribute team Priorities and assist them to respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLAs. Log and manage incidents and service requests, including categorizing, prioritizing, and overseeing their lifecycle in accordance with ITIL guidelines. Ability to independently handle high-priority incidents P1 and P2 during shifts while consistently meeting Service Level Agreement -SLA requirements. Developed and maintained a robust knowledge base in Confluence, keeping service desk records up-to-date to enhance troubleshooting and boost customer satisfaction. Demonstrated excellent problem-solving and communication skills. Monitored key performance metrics and IT infrastructure availability, ensuring optimal system performance and reliability and Managed alerts configuration, maintenance, upgrades for Monitoring tools. Acted as Incident Commander for major incidents by leading P1 bridge calls, engaging technical teams and stakeholders, and providing step-by-step technical assistance both written and verbal, ensuring swift resolution through effective knowledge transfer and team collaboration. Created and reviewed reports, including trend analysis, alert analysis, and device availability, to deliver actionable insights and enhance performance. Responsible for correlated alerts and capture emergency change test/backup plans to ensure consistency in data capture as per procedures & ServiceNow capabilities.