Prashant Awasthi
Technical Associate @ Genpact | Service Now | Fresh Service | ITSM, Service Desk Support
- Role
- Technical Associate at Genpact
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
Experience
Technical Associate
Oct 2022 — Present · Hyderabad, IN
Being the key point of contact and leading engineer over the current shift, leading coordination of any escalations or incoming incidents that require immediate action. Troubleshooting Enterprise users over chat, email & Phone for application issues. Processing IMAC requests (Onboarding, access requests & Offboarding tickets- AIM, Image right, IMS, ASL, Net Rate, Concept One, Titan applications). Processing the onboarding, offboarding & troubleshooting tickets (self-service or via call) for 90 Enterprise & Insurance domain applications. Fulfilling access requests for Application access, Mailbox, Distribution list access. Installation and/or troubleshooting of software issues for VPN, Citrix ShareFile, Office 365 apps,Adobe apps, NICO Rate, AIM, Image right, IMS, ASL, Net Rate, Concept One, Titan etc. Training & supporting L0 & L1 New Hires on the process, providing technical oversight for other teammembers, guiding, educating less experienced team members. Opening bridge call with L2 teams for P1 issues, Re-assigning unresolved P1 incidents to concernteam & wherever applicable. Responsible/replying to escalation emails, Regular follow ups on critical on hold incidents with L2team for timely resolution. Escalating incidents or issues to specified teams when escalation criteria are met. Aligned to work within a 24x7x365 environment supporting mission critical infrastructure includingworking various shifts. Briefly monitoring the reports for incidents at L1 level to automate the process that reduces theresolution time for the incident & enhances the user experience. Maintaining the tracker for P1 incidents, responsible for follow up with concerned teams untilsuccessful resolution. Managing the communications for P1 incidents, trackers for runbooks, continuous processimprovements with Leadership.
Education
RADHEYSHYAM DEGREE COLLEGE
Bachelor's degree, Biology, General
2017
Computer Mind Institute
Diploma, IT
2017 — 2018
Maharishi Vidya Mandir Senior Secondary School
General
2013 — 2017
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