Neha M.

About Neha M.

I am a results-driven Mainframe Migration Analyst and Business Analyst with 9+ years of…

Experience

1. Team Lead

   Accenture

   Jul 2016 — Present

   Participated in incident and crisis management events, supporting resolution activities and providing regular status updates to front-line support teams Have build out strong relationships with resolver teams, application development teams, and core infrastructure services Developed strong technical expertise in Mainframe technology and applications Proactively identifed and communicated issues leveraging standard alerting tools, and worked to resolve issues liaising with 3rd party resolver teams as necessary Provided status reports to clients and project leadership Tracked application performance metrics and report out to management Assisted in defining and coordinating team projects and activitiesHelped to ensure team performance meets or exceeds defined Service Level AgreementsWorked with Change Management/ Release Managers on the evaluation of change eventsDeveloped and maintained process and procedure documentation (knowledge management)Implemented and follows organization incident, problem, and change managementIdentified post incident review action items and process improvement opportunitiesDrives continuous improvement of services and processes in order to increase platform4.5 years of technical support experience in the retail business Provided timely response on all escalated incidentsProvided suitable communication of status of incident at all timesProvided full documentation on nature of incident and resolutiondetails for immediate reviewParticipated in training as requiredComply with Data Protection Legislation with regard to disclosure of informationCarried out any other reasonable tasks as requested by ManagementProvided primary on-call support on a rotation basis Flexible with the work schedule to support issues during off hours or weekends/on-callMonitored the application in peakStrong communication skills for direct client contact, internal and external