IT Production Support Specialist with Incident Management Expertise
Resume:
YASH VARDHAN
Monmouth Junction NJ
USA, 08852
Mob: 551-***-**** ***********.***@*****.***
OBJECTIVE:
Motivated and detail-driven IT professional seeking a dynamic Production Support role to utilize my skills in troubleshooting, system monitoring, and incident resolution. Committed to optimizing system performance and reducing downtime through proactive problem-solving and continuous process enhancements.
PERSONAL SKILLS:
Comprehensive problem-solving abilities, excellent verbal and communication skills, willingness to learn, team facilitator, ability to stand tall in pressure, understanding ability to deal with people tactfully etc.
EXPERIENCE:
Manager- Sales & Business Operations - MIS Services INC (November 2019 – Until Now)
Prepare and present project status reports to senior management, highlighting key milestones, risks, and mitigation strategies.
Assist in the training of new employees and continuously develop skills and knowledge in the sales and operations department.
Conduct root cause analysis (RCA) for high-severity incidents and presented findings to stakeholders with actionable recommendations.
Supported deployment processes by validating changes in staging and production environments, ensuring system stability post-deployment.
Provide on-call support during critical production incidents, ensuring rapid response and resolution to meet service-level agreements (SLAs).
Collaborate with cross-functional teams to resolve customer inquiries, complaints, and issues in a timely manner.
Document and update standard operating procedures (SOPs) and runbooks to streamline troubleshooting and issue resolution processes.
Collaborate with development and operations teams to analyze recurring incidents and implement long-term solutions.
Supervisor - Sales & Business Operations - Vardhans Tech Private Ltd. (Apr 2012 - Sep 2017)
Getting the earliest resolutions for any flaw which could lead to the disruption of overall efficiency in the operations of Sales & Marketing department.
Monitoring, setting & achieving the sales targets on a daily, weekly & monthly basis.
Supported deployment processes by validating changes in staging and production environments, ensuring system stability post-deployment.
Collaborated with key stakeholders, including engineering, procurement, and finance teams, to streamline project workflows and enhance communication channels.
Documented and updated standard operating procedures (SOPs) and runbooks to streamline troubleshooting and issue resolution processes.
Ensuring a complete check on number of refunds of chargebacks by devising framework to minimize & keep it under a certain permissible bank limits
Collaborated with vendors, subcontractors, and internal teams to ensure the timely delivery of materials and services.
Branch Operations Executive - MetLife India Insurance Ltd. (August 2008 - January 2012)
Accepting all kinds of Renewal payments and reinstatements of lapse policies using various software like Life Asia & Swift.
Dealing with walk-in customers in order to resolve the queries and complaints
Looking after the Policy servicing, logging tickets for the customer request and getting them resolved at immediate point of time through the software like Metdesk
Underwriting of new business applications of agency as well as Bank Assurance from Axis, Barclays and Karnataka Bank Limited etc.
ECS (electronic clearing system) & credit card payments
Reconciliation of cash, cheque’s and maintaining vault register at the branch
EDUCATION QUALIFICATION:
Bachelor of Engineering (Electronics & Communication) from State University of Rajasthan, India completed in 2008
US VISA STATUS:
Authorized to Work in the United States of America with an EAD
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