Mohanapriya Jayaraman

Westpac Banking Corporation

Westpac Banking Corporation is an Australian bank and financial service provider

Responsibilities

• Service Now Dashboard creation & management
• Service Now Events and Incidents report visualization using Power BI for finding Alert Trend Analysis
• Service Now Events Monitoring configuration
• Incidents and alerts monitoring
• Tools: Splunk, AppDynamics, Centreon, Squared-up, Nagios, SolarWinds, Foglight, OEM

Integrated Command Centre

Integrated Command Centre is a shared support that includes Retail, Finance, Transportation and Telecommunication services

Responsibilities

• Multi-client shared service desk with a variety of ticketing mechanism
• Collaborated with customers over phone and email to ascertain their needs, provide support, and handle their requests utilizing a ticketing system
• Provided transition, worked on SOPs, and documentation using Microsoft applications
• Managed Daily calls and Team Meetings, sent communication mails and participated in bridge conversations for Major Incidents, and performed the role of a SPOC
• Tools: Mastercraft, BMC Remedy, Service Now, Jira, Active Directory