Sanchita Basu

This role is focused on driving operational excellence within Global ServiceDesk across Delhi , Pune & Manila SD .

Have been responsible for managing the day-to-day operations of the team and guide them to resolve issues quickly. Complete Ownership of the Service Desk Function and responsible for recruitment, training, staff development, process adherence, SLA achievement, IM engagement and quality assurance, to enable high levels of staff engagement and client satisfaction. Desired outcome increased the operational efficiency within Service Delivery and client satisfaction (CSAT) achieved through staff management, developing new & existing processes, and working in continuous sync.

Driving the Monthly & Weekly calls with customer and on time delivery of the same .

Tracking of performance of the team and the leads reporting under me . Also , motivating the team and helps building the team collaborations.

Managing the shifts of the leads and daily traction of the lead performance and providing opportunity for future role elevations.

Incident & Problem , Management, Hyderabad

Ericsson -IT

I have joined TCS in September 2018 , handling Incident &Problem , Change Management and has got overall 7+ years of relevant experience in IPCC. My domain include working on SLO’s parameters, daily publishing report and dashboard on any Critical/High /Medium/Low Incident and handling Governance calls to track the workflow and progress of all L2 and above resolvable tickets.

As Problem Manager majorly involved in creating Problem Record and driving the Problem Management team to identify in depth root cause of Critical/High Severity cases and submission of the same providing the right Corrective Action and meeting the SLO for PMR’s. Involved in Governance calls for PIR’s .

Closely working with Service Owner's to track the submission of PMR and Change Records on time .Along with this I work on Operational Stability reports including all IPCC module and framework.

Process Developer - Global IT Services

Apri 2017 – Present (3 months) Noida Area, India

Working as a Incident Manager and Knowledge Management Enthusiast within the Enterprise Support Channel.

Over 2 years of experience in ITIL Service Management, Service now Integration support,Strong background in Process Development and user training and support documentation.

Specialized in virtualized environment, mobility support, Windows Active Directory, Microsoft Office Applications, Advanced Excel Reporting & Knowledge, Service Now, Incident and Knowledge Management.

Strong interpersonal and communication skills

Excellent analytical and troubleshooting skills with logical thinking Ability to work independently as well as part of a team

Flexibility to adapt to a continually changing and fast pace business environment Maintain an attitude of continual process and personal improvement

Provide feedback to product, service and engineering teams of known issues Inform Incident Manager of major and critical incidents, SLA breaches. Follow up that customer handling is according to commitments. Escalate according to the escalation matrix available.

Contribute to knowledge sharing and management in the department Responsible to monitor the content health of articles within the Knowledge Base and work towards continuous improvement to meet the standards.

Involved and responsible in knowledge approval process with technical documentation as per the compliance and enterprise project team standards available for service desk frontline analysts.

Process Associate - Global IT Services

August 2015 – March 2017 (1 years 8 months) Noida Area, India

Experience in ITIL Service Management, Service now Integration support,Strong background in Process Development and user training and support documentation. Specialized in virtualized environment, mobility support, Windows Active Directory, Microsoft Office Applications, Advanced Excel Reporting & Knowledge, Service Now, Incident and Knowledge Management.

Handle incoming requests from B2B customers and internal requests

Analyze incoming requests and communicate with the customer (e-mail or phone) to gather and communicate relevant case information

Provide feedback to product, service and engineering teams of known issues Inform Incident Manager of major and critical incidents, SLA breaches. Follow up that customer handling is according to commitments. Escalate according to the escalation matrix available.

Contribute to knowledge sharing and management in the department Structuring, coaching and updating documents in the Knowledge Base for the Technology Support Desk. Responsible to monitor the content health of articles within the Knowledge Base and work towards continuous improvement to meet the standards. Has been trained in Knowledge Centered Support and currently in a KCS II role which is a consortium of service innovation

November 2013 – June 2015 (1 years 9 months) Kolkata Area, India A work experience of 1.9 years with S Maitra & Company. Used to deal with Aptitude of Valuation & Data Analysis of Buildings

Worked on Report of Building Valuation, Report of Land Valuation and Office Administration.