Aishwariya Kannan
IT Service Manager | Production Support | ITIL | Incident & Problem Management | Application Support | SLA & KPI Management | Banking & Healthcare Domain
Greater Chennai Area
13+ years of work experience
Mar 20242 yrs 3 mosPresent
Chennai
Lead day-to-day IT service operations ensuring consistent service delivery and SLA compliance
Define, monitor, and report KPIs to senior stakeholders
Act as primary SPOC during internal and external audits
Coordinate audit evidence including incident, change, and problem records
Own audit remediation actions and ensure timely closure of gaps
Ensure IT Service Continuity Management (ITSCM) and DR readiness
Collaborate with application, infrastructure, and governance teams
Dec 20223 yrs 6 mosPresent
Analyzing what is the root cause in all Lloyds bank Applications.
“Managed critical production incidents ensuring 98% SLA compliance.”
Do the basic troubleshooting in the Lloyds bank applications to resolve the issue.
First point of contact if there is an ongoing issue, outages or changes within Lloyds bank application that might affect to the Lloyds Agents or Employees.
Monitoring all ongoing tickets that has been reported and follow up the ticket to provide the solution.
Proactive monitoring and handling of job/process failures and other system incidents.
Handling customer related issue .
Familiarize with the applications/business process and production environment Own Incident Management, Problem Management etc.
Interact with the users/customers for tickets related to requests and incidents logged by the users to resolve them within the SLAs and to the users/customer satisfaction.
Report status on their request/incident at regular interval.
Handling reports of upcoming changes and approvals for the application.
Effectively maintained UNIX servers by doing health check tasks and cleaning up unwanted data.
Familar on Unix commands like ksh,cat,grep to get the details of the files and logs of the specific application and transaction
Jun 20193 yrs 6 mosNov 2022
To provide support for application usage to users and monitor the system supported.
Analyzing what is the root cause in all CITI Applications.
Do the basic troubleshooting in all CITI applications and report the issues on the support team and help them to determine what is the exact issue and resolve it.
Do the EOD/SOD report in all CITI application locations.
First point of contact if there is an ongoing issue, outages or changes within CITI application that might affect to the CITI Agents or Employees.
Monitoring all ongoing tickets that has been reported and follow up the ticket to the support team who handle the issue.
Proactive monitoring and handling of job/process failures and other system incidents.
Investigate any data quality related issues.
Familiarize with the applications/business process and production environment Own Incident Management, Problem Management etc.
Interact with the users/customers for tickets related to requests and incidents logged by the users to resolve them within the SLAs and to the users/customer satisfaction.
Report status on their request/incident at regular interval
Jul 20161 yr 8 mosFeb 2018
Converting survey Excel data into visual form of charts and tables and present those in presentation files for enabling clients to take decisions in launching products in market.
Provide assistance to client consulting on any subjects requiring visuals.
Performing audit for the slides produced by the associates and ensuring a high quality delivery, elevating customer satisfaction, adherence to SLA’s.
Processing the custom requests and doing complex slides based on the client requirement.
Provide training and guidance for the new associate.
Monitoring new associate production as per Ramp up plan.
Auditing new associates production and providing timely feedback.
Jul 20133 yrsJun 2016
CHENNAI
1.Validating the Members data in terms of Age, Lifetime Maximum, payable limits and other specific Benefits with respect to the plan the member has chosen processes claims received by the Customer.
2.Involves accessing the Members' and Providers' Databases.
May 20121 yr 3 mosJul 2013
Chennai Area, India
1.Validating the billed diagnosis codes, procedure codes and other details of services done to release the payment which is determined by CMS (Centers for Medicaid and Medicare Services)
2..Claim Types involved: Member submitted claims, MB General, Radiology, Laboratory, OOA Claims, Emergency Services, Anesthesiology Services, Inpatient and Outpatient Claims
Education
Bachelor of Science (B.Sc.), Computer Science
Shankarlal Sundarbai shasun Jain college For women
20093 yrs2012
maths, physics and chemistry, Computer Science
r.k.m sarada vidyalaya model hr sec school
20081 yr2009
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