MELAN MATHEW

I worked as a Platform Operations Support Analyst for the Data Archival project of a leading Pharmaceutical company.

• Maintaining platform health: Coordinate with the team and ensure that the environment is healthy and monitor if the factory runs smoothly.
• Monthly business review with the client: Presenting the platform operations matrices to the client with the help of charts and dashboards prepared using tableau.
• Performing admin activities such as giving access to new users and engaging them in the project.
• Resolving Service Requests received from both Clients and the Internal team.
• Troubleshooting in case of any incidents happening on the platform and helping the customers resolving them.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Guiding customers with installation of new software.
• Following standard procedures for proper escalation of unresolved issues to the appropriate teams.
• Documentation works such as preparing memos and checklists.
• Trained new hires on the core functionalities of the project.