Sourav Das

Experience

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  Crown Solutions India Pvt Ltd

  Feb 2016 - Nov 2017

  Technical Support Engineer

  Rendering IT Services to the Uniper and EON employees globally.• Updating the resolution of new technical issues to the team members.• Monitoring and assisting new agents.• Handling the team and ensuring all SLs are met.• Contributing to the Open Case Volume Reduction.• Working on Citrix server taking remote access, dealing with encryption software’s like McAfee.• Providing assistance to the Incident coordinator team in dealing with Aged Incidents.

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  EIT SERVICES INDIA PRIVATE LIMITED (Acquired by DXC)

  Nov 2017 - Aug 2019

  Technical Solutions Rep II

  Worked as an Incident Life Cycle Coordinator for Account Uniper.• Experience in creating of IMPACT report, Case aging and Violation reports and sharing the reports with Operations and Management.• Experience in analyzing the tickets which have breached TTO and TTR and sharing the same with the relevant Capabilities.• Monitor incidents out of process and perform analysis or contact workgroup owner/supervisor until resolution.• Track all root causes as and where needed, invoke the appropriate support to move incidents through the process, ensuring no incident gets stalled or bottlenecked in any area and enable and coordinate communication between different support teams.• Provide input to review teams for performance improvement ex: drive process and knowledge base updates.• Send communications for critical incidents logged, updates on the incident and incident resolution to responsible individuals/teams, senior management and stake holders.• Analyze open incidents for matching symptoms and multiple occurrences.• Review performance with account / service desk / supervisor and take action where required.• Ensuring SLAs are met on a daily basis to make sure customer satisfaction and client requirements are met.• Play a major role to mitigate issues which can hamper the service desk SLA’s.• Initiating and Driving Bridge Call/Conference Call/Major Incident Meeting and collaborating the relevant teams in the Bridge call.• Notifying updated communication and Synopsis with the stake holders and operations regarding activities on P1 and P2 incidents on regular interval. Show less

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  Accenture

  Aug 2019 - now

  Analyst

  Good Expertise in Installation, Configuration, Maintenance and Administration of SQL Server 2008 R2, 2012, 2014 and 2016.• Having experience in applying patches and service packs to keep the database at current patch level, also mitigating issues surfacing while performing patching.• Having hands on experience in implementing SQL Server security and Object permissions like maintaining Database authentication modes, creation of users, configuring permissions and assigning roles to users.• Strong knowledge of backups, and restores, recovery models, database shrink operations.• Hands on Experience on Install, configure Upgrade and setting up Microsoft SQL server 2012, 2016 and 2019.• Working with migration of the databases from lower version to higher version with side-by-side upgrade.• Execution of any scripts after getting requests from the requestor.• Working on daily incidents related to backup issue, log space issue, data space issue, SQL down, ALWAYS ON, blocking and so on.• Create and schedule jobs on requests from the requestor.• Troubleshooting jobs with different failure issues.• Perform Full Backups and Transaction Log Backups. Restore them whenever necessary; creating back up strategies and scheduling them for execution.• Monitor the ticket queue for incoming tickets. Update and ensure tickets are complete and accurate.• Resolving incidents within SLA.• Joining P1 and P2 calls with clients for end-to-end resolution. Show less