Hemalatha komara

· Document customer interactions in incident management system including asset management

· Prepare and conduct Security Risk & Threat Assessments for Business units with occasional support to vendor team

· Security monitoring, threat and data Analysis.

· Conducting ISMS compliance assessments for business services

· Ensure that activities within a process are being performed at a high level of quality.

· Ensure that associated Service Level Agreements or Operational Level Agreements are met.

· Responsible for communicating with the process manager

· Responsible for assigning incidents within a group or division

· Checking the Quality of Both Open and closed Tickets.

· Maintaining daily weekly and monthly reports of the tickets.

· Conducting PAC audits of the tickets as per the customer requirement.

· Detailed analysis of the Incident audits.

· Ensure escalation process is being followed.

· Communicating with SLAs about individual employees PAC score

· Drawing observations and way forward the resolutions

· Periodic Feedback sessions on audit findings.

· Sharing improvement areas with engineers and SLA managers

· Sharing guidelines on ticket status usage to engineers on case to case basis.

· Checking process adherence.

· Actively participated in ISO 9001 and ISO 27001 audits

· Identify Root Cause Analysis for Non Conformances.

· Conducting Internal Quality audits Quarterly.

· Plan and conduct Process Compliance Audits on a monthly basis and track non conformities to closure

· Maintaining current policies and procedures manuals.

· Maintaining Daily weekly and monthly Quality Check Reports.

· Ensure Quality checks followed correctly as per the company policies.

· Analyze failure, corrective and preventive action to respond to customer complaints.

· Analyse and review Service Performance against the SLAs and OLAs

· Good in Risk management and Problem solving.

· Conduct training & awareness sessions on Quality systems and Process improvements

· Function as wholesome Systems Administrator independently or under supervision.

· Sound knowledge on Quality control, Quality Analysis

· Giving internal trainings on process improvements.

· Worked on Incident , problem and change management

· Attending CAB meeting when necessary

· Attending weekly meetings with Process managers and giving them feedback on improvement plans

· Taking corrective actions on SLA target breach

· Transactional audits on daily basis and process tip of the week.

· Facilitate meetings as necessary between the client and Service Provider.

. worked on key performance indicators.

. Good expertise in incident management, problem management and change management

. worked on serviceNow tool.