Headline

Global Operations Analyst

Location

Mumbai

Work experience

Global operations analyst at Black Box, Aug 2022 - Present · 3 yrs 11 mos, Navi Mumbai, Maharashtra, India

Global operations analyst at Black Box, Aug 2022 - Present · 3 yrs 11 mos, Mumbai, Maharashtra, India, • Proficient in utilizing Logic Monitoring tool for proactive network and system performance monitoring, ensuring optimal uptime and rapid issue resolution. • Skilled in using ServiceNow for ticket creation, monitoring user-raised tickets, following up on pending calls, and ensuring SLA compliance. • Efficiently responds to all alerts and events within service level agreements (SLAs), ensuring timely resolution and adherence to performance standards. • Proactive alarm monitoring of Nortel CS1000 PBX legacy system, ensuring early detection and resolution of potential issues to maintain system integrity and minimize downtime. • Prepared and shared daily audit reports on aging cases with management and team members, ensuring all cases were up to date and followed through to closure. • Provide 24/7 remote L1 support and coordinate onsite technician dispatch across North America and Canada for efficient issue resolution and operational continuity. • Experienced in using Nectar and Logic monitoring tools for proactive

Education

Bachelor of Engineering - BE, Mechanical Engineering, ANJUMAN-I-ISLAMS SCHOOL OF ENGINEERING AND TECHNOLOGY ATANJUMAN-I-ISLAM KALSEKAR TECHNICAL, MUMBAI