Karan Mehra
- Role
- Technical Specialist at HCLTech
- Location
- Delhi, IN
- LinkedIn followers
- 500 followers
About Karan Mehra
Microsoft Certified: Azure Administrator Associate (AZ-104) Microsoft Certified: Azure…
Experience
Technical Specialist
Mar 2023 — Present
ServiceNow ticket assignment, Shift management & roster creation, to independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the entire team of about 12-15 individuals. To provide support for on call escalations or L3 level support and doing incident and problem management work and value adding activities such SOP update, Knowledge base article update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring panel drives. To adhere to quality standards, regulatory requirements and company policies To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases To participate or contribute on business in creation of proposals to drive service improvement plans.
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