Subhajit Ghosh

Experience

• 

  Wipro

  May 2016 - Feb 2022

  ·Grooming a Team with 16 headcount.·Drive KPI (CSAT, SLA, FCR, Assignment Accuracy) through Weekly review call with Team Members and Management.·Manage P1 & P2 calls along with Problem & Change management team.·Drive continuous improvement in Support Process with regular Quality Audits.·Career development activities for team members including performance management, training, and resourcing.·Collaboration with management and team members to develop technical solutions to complex business/information problems.·Architecting the customer journey within cloud hosting and identifying gaps within roles and processes. Proposing engagement models, processes, and standards that support premium cloud experience. Show less

  • Team Lead

    Dec 2019 - Feb 2022

  • Senior Project Engineer

    May 2016 - Nov 2019
• 

  Cognizant

  Feb 2022 - now

  Incident Manager

  * Overseeing the incident management process lifecycle and team members involved in resolving the incident.• Collaborating with the Team Leads, Service Delivery Manager to ensure that all protocols are diligently followed.• Monitoring Dashboard of reoccurring issues & co-ordinate with Problem management team for any problem record process initiations.• Communicating with Major Incident management in case of Critical issues are reported in the IT system.• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.• Drive SLA/KPI to create value of the support provided by team.• Project Performance review & negotiations with client. Show less