Moumita Bhattacharjee

Experience

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  Net ProActive Services

  Nov 2006 - Nov 2013

  Sr. HelpDesk Coordinator

  Team Management, Remedy Management CA Tools Handle HelpdeskReportingInternal team contact list,Share point, tech drive, and remote desktop connection pageInteracting with all the regional call coordinators/team (attending weekly conference with them and IMaRC manager)Sharing knowledge with teamWorking on ticking tool “Omni tracker” Actively involved in ISO 27000 audit and certification processesDocumentation

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  HCL Infosystem

  Nov 2013 - Feb 2017

  Incident Manager

  1) Have a checklist to manage incident on daily basis:• No. of tickets pending for acknowledged • Tickets in pending queue is been continuously followed up by the NOC with the resolve group.• Check the pending tickets are set to right priority• Ticket pending over 3 days are to be escalated till closure of the tickets• Check pending tickets report has been published at daily basis by NOC team• Own all the service desk ticket and make sure none of them violets the SLA.2) Immediate flagging of P1 & P2 issues to the MI/problem manager for resolution • Establishing bridge call• Make sure all the stake holders are there into the bridge along with the Problem Manager• Sending Notification• Follow the escalation matrix for all P1 & P2 ticket as per defined• Tracking all the P1 & P2 tickets till resolving• Post the closure forward the ticket to problem manager for closure with RCA3) Weekly NOC & Service report to be prepared by Thursday 2:00PM4) Monthly report to send by prepared by 25th of every month by EOD5) Maintaining incident related document in KM portal with a version control Show less

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  HCL Infosystems Ltd. (UIDAI)

  Mar 2017 - Apr 2021

  Assistant Manager

  As SLA Manager • Negotiating Service Level Agreements and ensuring that these are met• Assure that contracts ( SLA/OLA) are signed off after completion of Service Transition, and to check if Service Acceptance Criteria are fulfilled• Analyse and review Service Performance against the SLA and OLAs• Review outstanding actions from previous reviews• Review underpinning agreements and OLAs as necessary• Agree with appropriate actions to maintain/ improve service levels• Coordination with SLA owners and stake holders for SLA preparation• Coordination with Project Legal , PMO and Client for SLA submission Show less

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  Hewlett Packard Enterprise

  Apr 2021 - Apr 2022

  SLA Manager
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  Capgemini

  Apr 2022 - now

  Manager - WPS Operations