Aarti Pimplay
Operations Center Shift Manager (OCSM)
Email me on Indeed: indeed.com/r/Aarti-Pimplay/778c7a91033a71ca
To work with an organization where I can contribute to the growth of the
organization through my skill & knowledge for mutual benefit and to
learn and excel in highly competitive environment
WORK EXPERIENCE
Operations Center Shift Manager (OCSM)
Microsoft India
August 2012 to January 2016
Handling escalations, notifications, task organization, distribution of work, site status enquiries
Monitoring the Incidents handled by the team in real time
Supervising the reporting of Incidents to respective stake holders
Ensuring proper workflow of Incident and major incident processes
are followed
Escalate events that have a potential MS impacts to Security Analyst or as directed by the
Escalation Matrix
Initiate problem tickets based on the recurring incidents identified
Reviewing the problem records to ensure timely closure of issues
Responsible for publishing monthly SLA reports
Providing OJT, concurrent training
Global news monitoring (Monitor Global activities on a continual
basis)
Responsible for administrative duties like reviewing performance
Metrics, managing breaks/lunch (AlL stations), Shift Changeover
Process and adherence, Policy Reviews and Updates, Supply and equipment requests, OCSM
Pass-down Log, Inventory Control,
Employee Recognition Requests, Disciplinary Actions, Annual
Evaluations, Mentoring and Counselling
Maintain and share updates on emergency procedures
Develop and/or update all policies and procedures
Communication Supervisor
Microsoft India
February 2011 to July 2012
Managing all incidents based on the priorities
Publishing executive business notifications during outages
Responsible for all email communications in GSOC Asia
Global news monitoring
Handling and initiating Major Incident conference calls and assisting the respective teams
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Initiating bridge calls for P1 & P2 Issues
Providing overall analysis of incidents by performing root cause
analysis and quality checks
Provide supervision to assigned staff
Maintain an in-depth knowledge of emergency procedures, and adhere to same
Service Desk Analyst
SITEL
September 2009 to January 2011
Provided technical support to end users
Worked as part of escalation team to identify resolution and provide
inputs to improve/create KB articles
Responsible for providing First Call Resolution
Providing Technical assistance to customers based on the priorities
Resolving Issues related to networking
Assist in configuring LAN, Modular Routers and TCP/IP
Troubleshooting Hardware and System performance issues
Working with Users to identify and rectify the issues pertaining to
Internet and related services
Worked with different Antivirus Softwares - Installation and troubleshooting
Team SPOC for Quality and Compliance improvements
ADDITIONAL INFORMATION
SKILLS
Ability to build teams and motivate them towards team goals
Effective Communication skills
Able to handle and overcome objections
Ability to work effectively in a team environment
Ability to adapt to the changes in organization along with successful
implementation of the change in the system