Manas Chatterji

Experience

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  Squad LiveTech Pvt. Ltd.

  Feb 2013 - Apr 2020

  Senior Team Lead

  • Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment. Working with customers, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process• Working closely with problem owners and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering. • Creating statistical reports and performing analysis on a weekly basis for areas of responsibility.• Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.• Supervising team members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.• Making sure that all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.• Collaborating with cross functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions.• Make recommendations to management concerning procedural changes.• Daily Service Review (DSR) meetings and discuss work problems or grievances with team members in team meetings. Show less

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  One Point One Solutions

  Jun 2020 - Sept 2020

  Shift Manager - ICEGATE - Infosys

  Infosys - Icegate Helpdesk management | Incident management | Escalation management | Government Official interaction | Indian Revenue ministry | Major incident management | Problem management | Stakeholder management | Training | Team coaching | SLA management | Que monitoring

• 

  Tech Mahindra

  Oct 2020 - Jan 2023

  Operations Team Lead

  People management | Escalation management | ITIL | ITSM | Stakeholder management | Identify Automation opportunities | Incident management | Training | SLA Monitoring

• 

  HCLTech

  Jan 2023 - now

  Consultant

  Technical Excellence Manager | Digital Workplace | AIOps | Product Administration | Configuration | Automation | Service Excellence | Smart Service Operationalization | Stakeholder management | Client Management | RFP Meetings