Mriganka Goswami

Experience

• 

  Convergys India Pvt Ltd

  Oct 2007 - Jan 2009

  Technical Support Officer

  Worked as a Technical support officer Job responsibilities To provide Technical Support for U.S. home customers for any Computer related Problems h/w or s/w for a leading U.S. Computer manufacturer .; Job responsibilities To Provide Technical Support for U.S. based home customers for any problems related with the Microsoft Windows XP Operating system home /professional To troubleshoot Internet Connection problems related with Internet Explorer browser Show less

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  Vertex Data Science

  Oct 2009 - Sept 2012

  Sr. Analyst

  Job Description : Data Centre Operations 1.Project (client United Utilities)Managing Data Center operations spanning 6000+ servers.Working on Unicenter and Tivoli Work scheduler (7.1 and 8.2.1, 8.4) and JSC (Job scheduling Console) 8.4 version for Batch jobs.Server monitoring role includes interaction to other support function as it is a part of Data Center Services.Supervise ticket queue and distribute workload among other departments related to their support functions.Participating in DR (Disaster Activities) and MR (Mock Refresh) activities. The Role includes: Scheduling day to day Batch jobs. Defining schedules, jobs, calendars,Adding adhoc jobs, Hold, Cancel, Re Schedule Batch jobs Abend Resolution and Escalation to Client and Technical teamsTWS administrative activities like adding Workstation, Linking CPU's, Database cleanups. Email Response related to Schedule fails. 2. Project ( client Tesco, BACS etc)Working on REIE ( Reuters Enterprise Integration Engine)Monitoring batch jobs and manipulate Schedules for special requirements.Rasing Tickets with Vivantio service desk tool to specific resolver groups for resolutions within the client specified SLA's 3. PRTG network monitor tool. Monitoring servers, devices and other URL's and reporting the failures to proper support groups. Show less

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  IBM

  Oct 2012 - Mar 2016

  Successfully Leading Team Lead Operations role. Manage, escalate, and facilitate resolution of incidents impacting the customer. Act as the central point to manage and coordinate resolution of service center escalations. Restoring services by working closely with other support teams, users and vendors. Own, coordinate and facilitate resolution of all major incidents within SLAs or customer agreed timeframes. Coordinate with relevant support groups to ensure root cause is identified and rectified for all problems. Coordinate or perform communication on status of major incidents. Show less  Provide timely reporting to management of IM KPI Dashboard reporting Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders Manage incidents until resolution which includes RCA as required, with notifications and reporting to key stakeholders. Primary point of contact for service levels, escalations and issues for customer. Ensure communications on day-to-day service operations are delivered to appropriate customer staff Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE) Show less

  • Operations Team Lead

    Oct 2012 - Mar 2016

  • Incident, Problem and Change Manager

    Oct 2012 - Mar 2016
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  Kyndryl

  Jun 2017 - now

  ResponsibilitiesEnsuring that all IT services meet availability target levelsProviding requirements to ensure that new or modified IT services will meet availability targetsEnsureEnsuring that new or modified IT services follow availability tests and plans after a major business changeWorking proactively enhance IT service availabilityProducing and maintaining an Availability Plan which prioritizes and plans IT availability improvementsEnsuring that availability-related incidents and problems are addressedEnsuring the creation, maintenance, and use of an Availability Management Information System (AMIS)Assesses the availability impact of new change requestsIs responsible to participate on the Change Advisory Board (CAB) as neededIs responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfallsWorks with other processes as needed, especially Security Management, Financial Management, and IT Service Continuity ManagementCarries out the Process Manager responsibilities for Availability Management Show less

  • Account Service Delivery Manager

    Sept 2021 - now

  • Service Availabilty Manager

    Jun 2017 - now