Resolve the user query and raise ticket on behave of user and assign to different team within the SLA.
• Tracking the tickets and issues through ticketing tool and email and resolve them as per the SLA
• Prepare and provide the ticket status in every shift.
• Changing the ticket priority and redirect to other team as per the KB document.

Resolve the user query and raise ticket on behave of user and assign to different team within the SLA. Tracking the tickets and issues through ticketing tool and email and resolve them as per the SLA Prepare and provide the ticket status in every shift. Changing the ticket priority and redirect to other team as per the KB document.

To understand the customer booking behavior, how much do they spend on each visit, how frequent they visiting, channel of ticket booking and booking partners participation to effectively design a campaign for customers based on their behavior.

Updating weekly status report to onsite coordinator on weekly basic and fetch the data from oracle database to provide daily status as per customer request. Provide the resolution for case ticket within SLA. Involved in writing the Cronjob as per business requirement. Monitoring log files on timely basis to take proactive steps if any issues found during the smooth running of the application. Modified the shell script in VI editor during application enhancement. Expertise in Incident Management, handling Incidents and Service calls. Trouble shooting, Issue Resolving. Hands on Experience in Call Handling Systems like WebEx. Involved in creating CR (Change request), getting approval from required team, completing the change activities before SLA, send date and closing the CR before it got expired. Good knowledge about the process related activity followed in the project