Torsa Aich

Experience

• 

  IBM

  Nov 2015 - Aug 2021

  Conduct thorough impact analysis during critical/major incidents, assessing the potential consequences on business operations, customers, and stakeholders.Perform post-implementation reviews to evaluate the effectiveness of incident resolution, identify areas for improvement, and implement corrective actions.Develop and disseminate communication plans, including sending communications for incident acknowledgement, regular updates, challenges faced, and final resolution details.Initiate and lead bridge calls promptly after incident acknowledgment, bringing together relevant stakeholders for real-time collaboration and decision-making.Provide weekly reports summarizing critical/major incidents, detailing their impact, resolution timelines, and actions taken for improvement.Collaborate with technical teams and business units to ensure comprehensive and accurate incident information is included in communication messages.Escalate challenges and roadblocks during incident resolution to appropriate stakeholders and facilitate their timely resolution.Acknowledge and respond to communications from impacted teams, ensuring a clear understanding of the incident, actions taken, and ongoing resolution efforts.Lead the development and implementation of incident response and communication protocols, ensuring adherence to industry best practices.Collaborate with IT leadership to define and refine incident management policies, procedures, and documentation.Conduct training sessions and workshops for incident response teams to enhance their preparedness and effectiveness during critical/major incidents. Show less *Ensures that activities within a process are executed at a high level of quality, meeting associated SLA/OLA benchmarks.*Responsible for the meticulous assignment of incidents within a group or division, optimizing efficiency in problem resolution.*Effectively communicates with the process manager to provide regular updates and ensure seamless workflow alignment.*Directly collaborates with Tier 1 Support, ensuring accurate recording of incidents and maintaining a collaborative working relationship.*Distinguishes incidents based on priority and severity, making informed decisions on the need for escalation.*Guarantees the resolution of incidents assigned to Support Groups, ensuring timely service restoration.*Monitors incidents and manages workload in respective queues to uphold SLA/OLA commitments.*Proactively identifies incidents for review and actively participates in post-major incident reviews, contributing to process improvements.*Recognizes potential problems and escalating trends of repetitive incidents, implementing preventive measures.*Initiates the creation of a Knowledge Base with repeatable procedures, aiming to reduce the number of incidents and improve overall efficiency.*Promptly escalates all process issues to the Major Incident Manager for swift resolution and mitigation. Show less *Proficient in recording and classifying received Incidents, implementing immediate efforts to swiftly restore failed IT Services.*Assigning unresolved Incidents to appropriate Resolver Groups, ensuring efficient problem resolution.*Detail-oriented logging of all Incident/Service Request particulars, including categorization, Configuration Item, and prioritization codes.*Proactively keeping users informed about the status of their Incidents upon inquiry, ensuring a transparent and client-focused service.*Expertise in associating Incidents with related records, such as Incidents, Changes, and Problems, for comprehensive service documentation.*Conducting first-line investigation and diagnosis of all Incidents, demonstrating analytical and problem-solving skills.*Swift identification and notification of Major Incidents to the Incident Manager after capturing incident details, including Impact, Multiuser considerations, and the number of affected users/sites. Show less

  • Major Incident Manager

    Aug 2019 - Aug 2021

  • Incident Coordinator

    Jun 2017 - Sept 2019

  • Service Desk Analyst

    Nov 2015 - Jun 2017
• 

  Kyndryl

  Sept 2021 - Jan 2024

  ITSM Lead (Associate Infrastructure Specialist)

  Led and managed a high-performing team of Incident, Change, and Problem Managers, fostering a collaborative and results-driven work environment.Provided strategic direction and oversight for the Incident, Change, and Problem Management processes, ensuring alignment with organizational goals.Developed and implemented standard operating procedures (SOPs) for Incident, Change, and Problem Management, enhancing efficiency and consistency across the team.Adoption of ITIL best practices within the team, driving continuous improvement in service delivery and operational excellence.Facilitated regular team meetings, training sessions, and workshops to enhance the skills and knowledge of Incident, Change, and Problem Managers.Collaborated with cross-functional teams and IT leadership to align incident, change, and problem resolution processes with business objectives.Established and maintained key performance indicators (KPIs) to measure team performance and service delivery effectiveness.Oversaw the successful implementation of major incident response strategies, change management processes, and proactive problem-solving initiatives.Provided mentorship and guidance to team members, promoting professional development and career growth.Played a pivotal role in resolving escalated incidents, managing complex changes, and driving root cause analysis for recurring problems.Implemented a comprehensive incident, change, and problem management reporting system, providing key stakeholders with real-time insights into performance metrics, trends, and areas for improvement.Successfully led the team through major system upgrades and technology transitions, ensuring minimal disruption to services and optimizing change management processes.Adopted a culture of continuous improvement, initiating regular reviews of incident, change, and problem management workflows to identify efficiencies and enhance overall team productivity. Show less