Akhilesh Mishra

Extensive experience in IT as System Support Analyst in Banking vertical. Below are the roles and responsibility summary:
• Working closely with Java application IT development teams, vendors and other 3rd parties to develop banking products and services.
• Resolution of support tickets to agreed Service Levels
• Appropriate escalation of support tickets to third line support and vendors
• Clear separation and reporting of incidents verses enhancements and requests for change
• Successful transition of projects and enhancements into operations
• Facilitation of testing including system, user acceptance as well as performance and integration testing
• Regular communication with line manager clearly reporting support trends and service level attainment
• Regular formal and informal meetings with business stakeholders and key users
• Contribute to relevant Support, Applications and Infrastructure developments
• Ensure all developments, changes to live and test systems follow the Change Management process before implementation
• Establish working relationships with outsourced Level 3 support teams, product vendors, IT teams, Security and compliance teams, process leads and technical design authorities, Group IT teams, and Global Business End User Community