Silpa Susan Varghese

• Handling customer queries on client internal operations and follow up on escalations to coordinate with the delivery team to resolve the escalation at the earliest.
• Understanding project management to lead the process as a backup team lead activity and preparing the Weekly Data Report /Monthly Data Report / Attendee Rester report to the respective team or leads / maintain the KPI metrics.
• Coordinate with the third party team and provide the training to the new joiner. Also lead cross training activity to other deliver team on ongoing process.
• Routing ticket with an accuracy of handling to avoid the SLA violation.
• Quickly respond to each new support ticket and existing ticket with delivery teams for customer queries of 100% Quality.
• Report on the daily shift activity and provide shift analysis to the next available shift. Follow up the reports from the previous shift leads.
• Work with Customer Support Account Managers (CSAMs) from Microsoft to schedule workshops (technology training) with the end-of-the-end support.
• Troubleshooting technical issues related to workshops, labs and other schedule conflict issues, quality etc to have fully satisfied customers.
• Help the team with the most recent updates on the process to insure that we deliver the client with the most updated information.

Manual Testing

• Knowledge in Basic Testing and Test Management which include concepts like Requirement gathering, Testing Techniques, Test case preparation, Scenario and Optimization techniques.
• Experience in creating test cases, test execution, bug report etc.
• Familiar with SDLC, STLC, Defect Life Cycle.
• Familiar with functional & non-functional testing.

Automation Testing

• Trained in Selenium IDE and Selenium Web Driver and can perform basic operations on different UI objects of web application.
• Experience in testing Web applications using Testng
• Create Log files using Log4j
• Hand on Experience in using automation tools such as Zoho , J-meter, Jira
• Knowledge in Agile Methodologies (Agile Testing)
• Technically capable of performing load testing to measure application performance/behavior

• Data Analyst
• Coordinator
• Controller
• Monitoring and escalation of power alarms of entire Vodafone, Airtel and Jio network exceed tools.
• Coordinate with field team to resolve the critical power problem on site.
• Coordinate with Indus team to resolve the issues of critical power alarms.
• Participate in 24/7 on call rotation.
• Making daily outage report.

• Document Management, reports, and presentations.
• Organizing and maintain filing systems, both electronic and physical.
• Handle confidential and sensitive information with discretion.
• Enter data accurately into company databases and systems.
• Update and maintain contact lists, project files, and client information.
• Communicate company policies, procedures, and updates to staff.
• Assist in the preparation of regularly scheduled reports.
• Provide general administrative support to various departments as needed.
• Assist in project management and coordination tasks.