Manasa Manoj Kumar

• Assisting throughout the entire procurement process via the university's procurement platform (Unibuy) and resolving customer complaints through ServiceNow.
• Performing back-end modifications of procurement order data, payment status, cost center details utilizing Oracle Peoplesoft
• Processing invoices and manages vendor relationships ensuring compliance with internal procurement policies.
• Conducting reconciliations, including statement reconciliations, administrative tasks, and record-keeping, while analyzing and resolving system-generated exception reports.
• Collaborating with various internal and external stakeholders including university staff, students, accounts payable team and third-party vendors; to manage and facilitate end to end procurement activities across university.
• Mentoring team members on best practices in service operations management, contributing to a more knowledgeable and skilled workforce.

Engineer - IT Infrastructure

• Worked as a technical specialist providing IT infrastructure support for Global Customers in Application to Person (A2P) Messaging.
• Involved in day-to-day maintenance & operational support of incident tickets within customer-facing environments.
• Engaged with customers, developed client relationships and assisted in resolving technical issues through proactive collaboration within teams.
• Experienced in troubleshooting tickets through Jira, SAP CRM, and Business Objects BI, managing escalations, performing root cause analysis through active collaboration with developers and client stakeholders.
• Created reports based on JIRA extracts and presented the analysis to the management regarding Key Performance Indicators (KPI), customer satisfaction scores, ticket resolution time, and adherence to SLAs.
• Coached and mentored 5-6 junior team members on Standard Operating Procedures (SOP) and service ticket life cycle process.
• Led a project transition through facilitation of internal discussions, creation of knowledge base articles and stakeholder collaboration as part of a third party acquisition.
  

Cloud Platform Engineer

• Worked closely with various cloud engineering teams being part of Microsoft Azure CXP (Customer Experience) team, managing IaaS/PaaS/SaaS services for multiple internal and external customers.
• Involved in troubleshooting issues using Kusto (Kusto Query Language) and Orb (a tool to run livesite and support operations) within Microsoft Azure environment.
• Handling high severity incidents/problems within defined Service Level Agreements (SLA).
• Performed Root cause analysis, managing escalation, collaboration with developers and stakeholders.
• Documented and presented team effort utilization reports to management for future resource requirements and budget estimates.
• Performed and circulated best practices and SOP documents within teams; contributed towards internal discussions from Quality standpoint.