Summary
Overview
Work History
Education
Skills
Accomplishments
Key Area Strength
Education And Professional Training
Languages
Timeline
Generic
Manusha Yerraguntla

Manusha Yerraguntla

Wellington

Summary

To become an indispensable and integral part of the organization that provides an ambience for nurturing my skills and to make use of my interpersonal skills to achieve goals of a company that focuses on customer satisfaction and customer experience.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

Manager Application Support Analyst

Kainga Ora Homes and Communities
07.2022 - Current
  • Working as people leader of level 2 Application support Team
  • Managing the team who supports Oracle EAM application and supporting them with good people leader skills.
  • Have been part of huge re structure and have guided and supported team all the way to go through the change showing great leadership skills while myself going through the change.
  • Have worked on reporting team capacities and allocated work accordingly.
  • Have been escalation point for major incidents and handled the communication between Business stakeholders and higher management to keep everyone updated.
  • Have good experience in incident management by co-ordinating with different technical teams as required.
  • Responsible to create the dashboards and reports on Service now ticketing tool.
  • Lead the team technically on complex issues and have got efficient results without crossing SLA’s.
  • Attending sprint reviews and planning sessions with different value streams to access the incoming work and allocate work to Team according to the team capacity.
  • Responsible to attend meetings with external stakeholders and Business to understand the requirements and provide appropriate solution to cater the needs.
  • Responsible to tackle the budgets of applications supported by third party.
  • Good with taking effective decisions which increases productivity with less impact to the service.
  • Have gained good leadership skills in short span of time and have been leading a successful team from 3 plus years showing increased productivity.

Senior Application Support Analyst

Kainga Ora Homes and Communities
06.2020 - 07.2022
  • Working as one of the Team members of level 2 Application support analyst for Application support team
  • Supporting Oracle application and Northgate application.
  • Worked on service now and Jira tool for ticket solving and delivering work.
  • Providing on call support after business hours to help with any Maintenance activities and any Production issues that occur after hours.
  • Providing level 2 support for all the application issues and dealing with level 3 support and technical Dev’s for any bugs to be fixed.
  • Recording, tracking, and documenting problem-solving process.
  • Sharing knowledge with team members by arranging training sessions.
  • Worked on different Projects and delivered good results. Along with that simultaneously sharing the updates with team to keep them up to do in order to support the new deliverables.
  • Have been a proactive team member and much interested in learning new things.
  • As a senior, I have worked on complex issues and have handled all priority issues smoothly with good application and Business process knowledge.
  • Good at sharing the knowledge with the team and helping when required.
  • Committed to the work assigned and the daily tasks that need to be taken care of.
  • Actively Resolved users requests and incidents by providing support on the phone and in-person.
  • Streamlined processes and procedures to consistently deliver on tight deadlines.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Application Support Analyst

Kainga Ora Homes and Communities
04.2019 - 05.2020
  • Working as one of the Team members of level 2 Functional support analyst for Application support team
  • Supporting Oracle application and Northgate application.
  • Worked on V-fire tool for ticket solving.
  • Providing support for all the application issues and dealing with senior application support analyst and level 3 support for any bugs to be fixed.
  • Analysing client's issues and providing the fix for the IT issues.
  • Recording, tracking, and documenting problem-solving process.
  • Have been a pro active team member and much interested in learning new things.
  • Have acquired best knowledge in a short period of span about the organisation business process and dealing with the issues.
  • Good at sharing the knowledge with the team and helping when required.
  • Committed to the work assigned and the daily tasks that need to be taken care.
  • Actively Resolved users requests and incidents by providing support on the phone and in-person.
  • Streamlined processes and procedures to consistently deliver on tight deadlines.
  • Built and maintained strong internal and external working relationships.
  • Actively identify potential problems by observing incident trends and reviewing them.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Test Analyst

Tech Mahindra Ltd
06.2017 - 10.2018
  • Served as a key member of the IT Team ensuring that the most effective resources are aligned in the restoration of business services.
  • Responsible for the delivery execution and adherence to the process for Testing, raising defects and Problem Resolution with a focus on Major Incidents & Problems (Severity 1 and 2 Incidents).
  • Analysis and understanding of business requirements to support test approach definition, preparation and execution.
  • Monitoring and reporting of test progress to internal and external stakeholders.
  • Defect management and reporting.
  • Expertise in Designing Test Plans, Scripting, Executions and preparing test closures.
  • Create test scripts, execute tests, manage defects and estimate effort of test activities.
  • Work with development team to assist in preparation of test plans for enhancements and fixes on applications.
  • Performed SIT.
  • Participating in requirement walk throughs to get the business objective of the requirement.
  • Preparing high level test scenarios.
  • Status Reporting(setting up test dash board and sending daily status).
  • Proficient in preparing test recommendation report.
  • Coordinated cross functional meetings to gain knowledge on the application to be able to test effectively.
  • Partnered with multiple groups to implement solutions of known errors and increase efficiencies.
  • Maintained appropriate Problem Management training material and process documentation.

Functional Support Analyst

Tech Mahindra Ltd
08.2015 - 05.2017
  • Provide operational and administrative support for a range of Service Management processes including delivery execution and adherence to the process for Incident and Problem Resolution with a focus on Major Incidents & Problems (Severity 1 and 2 Incidents).
  • Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer needs within area(s) of Functional responsibility.
  • Incident Management: Resolve most of the incidents independently. Work with team members to resolve more complex or cross-technology incidents.
  • Escalation Management: Identify potential escalations and alert management proactively.
  • Problem Management: Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
  • Quality: Provide continual improvement recommendations/direction setting advice within work team.
  • Provided level 2 technical support to clients on application issues.
  • Analysing client's problems and providing better solutions on application errors and issues.
  • Recording, tracking, and documenting problem-solving process.
  • Preparing shift handover reports and updating daily status reports.
  • Resolved complex problems according to escalation procedures.
  • Actively Resolved end users requests and incidents by providing support on the phone and in-person.
  • Good Knowledge on Microsoft operating and application systems.
  • Reported enhancement requests and defects received from customers.
  • Provided input to escalation departments, through proper escalation procedures.
  • Participated in the continuous improvement of Service Desk processes.
  • Streamlined processes and procedures to consistently deliver on tight deadlines.
  • Built and maintained strong internal and external working relationships.
  • Identified and implemented process re-engineering for maximum efficiency.
  • Expertise in responding to common support requests by providing information to enable resolution and promptly allocating unresolved calls to appropriate team.
  • Evaluated and updated documented procedures to ensure they are complete, accurate and current.
  • Actively identify potential problems by observing incident trends and reviewing high priority incidents.
  • Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Meeting expectations and requirements of internal and external customers.
  • Expertise in solving the tickets without crossing SLA’s using Service now.
  • Expertise in understanding the requirements from client.

Education

Bachelor of Engineering - IT

JNTUA
India
05.2015

Skills

  • Strong communication skills
  • Critical Incident Management
  • People Management
  • Advanced Reporting Skills
  • Testing plans
  • SAP
  • Oracle applications
  • Northgate application
  • SLA Management
  • Agile Methodology
  • Risk Management
  • Planning and implementation
  • Team leadership
  • Decision-making

Accomplishments

  • Received appreciations from Senior Management for quick learning and showing great leadership skills.
  • Gained immense trust from Business Stakeholders.
  • Achieved great knowledge on application and have provided effective incident resolution on technical incidents.
  • Consistently received a 100% rate of customer satisfaction.
  • Oversaw a decrease in average daily service now tickets by successfully preventing recurrence of same incidents on services through leading Incident management.

Key Area Strength

  • Strong communication skills
  • Exceptional telephone etiquette
  • Critical Incident Management
  • People Management
  • Advanced Reporting Skills
  • Testing plans
  • SAP
  • Oracle application
  • Northgate application
  • SLA Management
  • Bug tracking
  • Agile Methodology
  • Risk Management
  • Smart speaker & Keen listener
  • Planning and implementation
  • Customer service Skills

Education And Professional Training

  • Manager Application Support, 2022-08-01, present
  • Senior Application Support Analyst, 2020-06-01, 2022-07-31
  • Application Support Analyst, 2019-04-01, 2020-05-31
  • SAP Test Analyst, 2017-06-01, 2018-10-31
  • Functional Support Analyst, 2015-08-01, 2017-05-31
  • Bachelor of Engineering (ECE), 2011-08-01, 2015-05-31, JNTUA, India

Languages

English
Full Professional

Timeline

Manager Application Support Analyst

Kainga Ora Homes and Communities
07.2022 - Current

Senior Application Support Analyst

Kainga Ora Homes and Communities
06.2020 - 07.2022

Application Support Analyst

Kainga Ora Homes and Communities
04.2019 - 05.2020

Test Analyst

Tech Mahindra Ltd
06.2017 - 10.2018

Functional Support Analyst

Tech Mahindra Ltd
08.2015 - 05.2017

Bachelor of Engineering - IT

JNTUA

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Manusha Yerraguntla