Saswata Ghosh

Experience

• 

  Wipro

  Sept 2015 - Apr 2019

  Responsibilities - IT Service Operations & Transition & Vendor Management Responsibilities - Major Incident Management | Problem Management | Change Management Responsibilities - Incident Management, Problem Management & Event Management

  • Administrative Assistant

    Jan 2019 - Apr 2019

  • Administrative Assistant

    Apr 2017 - Jan 2019

  • Information Technology Associate

    Sept 2015 - Mar 2017
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  HCLTech

  May 2019 - May 2021

  Operations Analyst

  Key DeliverableDriving P1, P2, P3 and P4 incidents and providing assistance to service management team on major issuesInitiating critical bridge calls, coordinating with senior domain track leads, application owners and updating the clientMonitor the incidents and manage workload in respective queues to ensure that service level agreement is respectedDriving the efficiency and effectiveness of incident management process and making recommendation for improvementLead and follow up with support teams personnel on investigation of critical, cross functional problems in an IT environmentCommunicating incident process reports and resolution notification to stakeholders and clientPerforming RCA for diagnosing the problem and assists in tracking and reporting on root cause and corrective / preventive action plan completionDocumentation of known errors, status, root cause and workarounds in KEDBAbility to get the right support groups based on the incidents over the call and e-mailInterlock with the technical teams and application owners if needed for incident resolutionWorking closely with the delivery teams for pending incidents along with the Vendor support teamsPerform escalation for quick resolution or first call resolution of the incidentsHands on experience in monitoring network, security, servers alerts using Moogsoft and Zabbix console and first level of troubleshootingAbility to create PIR, RCA reports, management reports and presentation for the executivesActive participation in weekly and monthly patching and migration activity for validation purpose Show less

• 

  Cognizant

  May 2021 - now

  Major Incident Manager

  Key DeliverableResponsible in leading, managing and restoring the normal service operation as quickly as possible to reduce the business impactInitiating critical bridge calls, coordinating with senior domain track leads, application owners and updating the client from time to timeResponsible for communicating with the project manager and directly work with Tier 1 support to ensure proper recording of incidentsDetermines if an incident needs to be escalated according to priority and severity of the issuesReviewing the incident and problem ageing reports which are in progress and pending status and driving to restorationDocument troubleshooting steps and service restoration details and submitting knowledge articlesPoint of contact of all major incidents and outagesAnalyze trends of incidents and working closely with SDM to drive the trends downwardsResponsible for managing the complete life-cycle of all the problems to prevent incidents from happening and minimizing the business impactPerforming root cause analysis (RCA) to detect the root cause of the problems within IT infrastructure using 5 Why’s techniqueMaintains the information about Known Errors and Workarounds in Known Error Database (KEDB)Raising RFCs to resolve problems and work in conjunction with Change Management teamAbility to create management reports such as incident reports, SLA breached reports, RCA reports and auditing reportsParticipation in weekly and monthly patching activity and migration activity for validation purpose Show less