Project Management (Agile Scrum)
• Using Agile Scrum for Software Development Life Cycle
• Closely working with Developers, QAs & UATs within the Agile scrum team to make sure the prioritized Tasks and User Stories are delivered to key stakeholders as a shippable product in a timely manner to help achieve business goals.
• Acting as a go-to person within the scrum team to mentor and facilitate other team members to align with the business needs and successfully translate business requirements in technical specifications for implementation
• Writing User Stories based on the requirements gathered from all the stakeholders.
• Organizing and facilitating Agile and Scrum meetings, which include Sprint Planning, Daily Scrums or Standups, Sprint Review & Retrospective.
• Coordinating with systems partners to finalize designs and formalize requirements.
• Working with cross-team resources involved in an assigned project and complete tasks for the successful completion of the project.
• Creating specifications for each release and enhancement.

Salesforce Administration

• Managing of Salesforce company org by performing administration.
• Performing System optimization by using salesforce out of the box functionalities.
• Working with other integrated system owners (Zuora, Oracle & Informatica) to mitigate existing issues, propose solutions with team consensus and collaboratively deliver enhancements to business stakeholders.
• Providing out of the box automation functionality by using Workflow rules/ Process builders/Flows etc.
• Providing business process solutions by creating/managing page layouts, record types, business processes, creation of fields, profiles, permission sets, validation rules, and other related components.
• Using data loader /Informatica for managing data backfills/ updates as per business needs.
• Working on salesforce lightning to transform classic components to lightning components.
• Providing salesforce Tier 2 support to internal clients.

Serve as a technical escalation point for S&P Capital IQ products, working directly with international clients to resolve challenging technical issues.

Analyze patterns of client issues and help to design long-term solutions.

Write and maintain technical product documentation.

Help improve and refine our support processes and tools.

Provide internal support for Skytap, a flexible virtualization platform used to replicate complex client issues.

Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. .
Managing active directory extensively and setting up/ deleting user accounts, distribution lists, email accounts.
Monitoring patch levels of local and remote machines. Contacting users and working with them to perform necessary updates.
Updating all asset management systems. Maintaining Ghost Image and providing complete workstations maintenance.
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed.
Coordinating purchasing of end user equipment such as computers, IP phones, and other IT consumables.
Developing and maintaining service desk training and procedure documentations.
Liaising with change management.

SAP R/3 Enterprise (Material Management), Technical support (Hardware / Software), Data optimization, Product Research.
Extensive usage of Microsoft Office including Excel and customized formulas.
Checking and monitoring price discrepancies regarding materials existing in the system.
Monitoring mergers and acquisitions of different manufacturers and streamlining data according to it.
Performing research to provide the customers with required software’s according to their budget and IT environment.
Assigning work to team members and helping them prioritize daily tasks.
Jumping in and assisting other team members in case of any issue.
Backing up team members in their absence.