Shahan Ahmad
Delivering Excellence in Financial Services Projects, Supporting Digital Transformation , Focused on Compliance & SLA Excellence, Streamlining Financial Solutions
- Role
- Associate at HCLTech
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Shahan Ahmad
Inspired Data Analyst at HCL Technologies, leveraging tech skills in SQL, Python, and…
Experience
Associate
Apr 2025 — Present · Lucknow, IN
Ticket Resolution Time: Average time to resolve incidents or service requests.First Call Resolution (FCR): Percentage of issues resolved on first contact.SLA Compliance: Meeting the Service Level Agreements in terms of uptime, resolution time, etc.Zero Defect Delivery: Ensuring code or configuration changes are deployed without errors.Regulatory Compliance: Adhering to financial regulations (e.g, KYC, GDPR, AML, etc.).Security Adherence: Following cybersecurity protocols specific to BFS domains.Utilization Rate: Percentage of time actively contributing to billable work.Quality of Delivery: Based on peer reviews, defect rates, and client feedback.Learning & Development: Completion of required trainings (domain-specific or technical).Innovation & Suggestions: Contributions to process improvement or automation.Collaboration & Communication: Timely updates, reporting, and teamwork.Customer Satisfaction Score (CSAT): Client feedback on issue resolution or deliverables.Error Rate in Transactions/Processes: Low tolerance in BFS for incorrect processing.Change Request Turnaround: Time taken to handle CRs or enhancements.
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