Dwaipayan Brahma

Experience

• 

  Wipro

  Nov 2012 - Jun 2014

  Senior Associate

  Worked as a L2 technician for premium support to fix the end user issues through remote support.Performed troubleshooting for network, hardware, software issues related to desktop, laptops, portable devices after the issues were not resolved by L1 technicians.Handled escalations and provided process and product training to new joiners. Interact with HP Case Managers regarding customer escalations and provide resolution to the end users.Created new knowledge articles for team members to provide simplified technical resolutions.Performed ticket audits to ensure proper update and documentation on the ticket.Resolved the long pending incidents by providing advanced troubleshooting. Show less

• 

  BT Global Services

  Jun 2014 - May 2016

  Service Desk Analyst

  Worked for B.T's proactive monitoring team ( Event Management ).The main job role consisted of managing incidents related to the services offered by B.T.Communicating with both the IT external customer community as well as internal stakeholders.Communicating with IT Department for incidents reported to the Service Desk for prompt resolutionProvided hands on training to new joiners and help them resolving issues.Monitoring SLAs, ensuring extremely closure of priority tickets, handling escalations.Implementing & migrating systems to upgraded versions to achieve maximum efficiency in various operation.Checking our customers / clients network, performing various data operations to check their network connectivity, using log reports of previous incidents and confirming the root cause of the issue. Show less

• 

  Cognizant

  May 2016 - Apr 2022

  * Technically well rounded with an ability to work with minimal resources.* Proven ability to build solutions from scratch using scripts/automation etc.* Provide support of incoming tickets, including extensive troubleshooting tasks.* Provide product and business metrics support to stakeholders.* Customer notification and workflow co-ordination and follow-up to maintain service level agreements.* Troubleshoot and identify the root cause of issues.* Demonstrated skill and passion for operational excellence by using automation and process improvements. Show less * Worked on multiple ticketing system (Remedy, SNOW). * Worked on root Cause analysis process for Problems leading to strategic resolution* Worked on Change Management, Problem Management and Incident Management.* Posses excellent skills with an understanding of change control processes and managing critical production environments.* Monitored application performance and provided performance statistical reports for both real-time and historical measurements through monitoring tools like Splunk, App-Dynamics, NetCool, CA7, SOE Smarts, SSML Desktop, Dynatrace, Zabbix, HPBSM & Extra-hop.* Provide 24x7 tier 2 support for all high priority incidents.* Manage the performance of L1 resources to improve team effectiveness.* Meeting and improving established service delivery SLA’s and manage RCA meeting with vendors and business teams. Show less

  • Tech Lead

    Oct 2019 - Apr 2022

  • Senior System Engineer

    May 2016 - Oct 2019
• 

  BT Group

  Apr 2022 - now

  • Enhance the reporting and management of KPI metrics to ensure service delivery excellence and adherence to performance benchmarks.• Manage and oversee complex customer contracts, ensuring tailored solutions that optimize network performance and availability.• Develop and implement strategic initiatives to extract greater value for customers, leveraging years of technical expertise.• Collaborate cross-functionally to address and mitigate capacity and availability issues, improving reporting processes and data visualization. Show less ~Ensuring that the appropriate levels are set for the monitoring of Service, Component Capacity, and the System Performance.~Maintaining Publishing Capacity plan which include current usage of resources, trends, and forecasts based on business demand.~Sizing the proposed systems and changes to existing systems to determine the IT resources required, hardware utilization, performance Service levels, and cost implications.~Making recommendations to ensure the optimum use of all hardware and software resources.~Recommending the resolutions for performance or Capacity related Incidents and ProblemsWorking with customers to translate the business Capacity requirements into Service and Component Capacity requirements.~Initiating and monitoring the Capacity related Change Request to ensure the timely availability of adequate Capacity. Show less

  • Professional

    Jan 2025 - now

  • Senior Associate

    Apr 2022 - Jan 2025