Shalini Pal

Software Developer

HSBC•  September 2013 - September 2016

Responsibilities: Handled a key position in the company assisting in incident management, problem management and release management, while keeping an eye out on system health checks Workdone: Problem management - Created RTC tickets, PR, PIR, INS Release management – Created change records via GSD Resolved incidents, service requests within agreed SLAs and OLAs Created and tracked problem records to completion liaising with cross-functional teams Incident Management – troubleshooting, RCA, Crisis Call handling Production support for various regions to drive cross-work stream with BAU deliverables Monitored OHTP for system health check and enhanced it as and when required Achievements Successfully helped improve First Contact Resolution (FCR) Rate for P3/P4 tickets by 30%