Akash Biswas
Kolkata
Summary
Results-driven IT management professional with over 3.5 years of hands-on experience in critical incident response and rapid service restoration. Adept at orchestrating cross-functional teams to troubleshoot and resolve complex technical issues, significantly reducing downtime, and improving operational resilience. Demonstrates expertise in incident lifecycle management, root cause analysis, and proactive stakeholder communication. Known for delivering consistent performance under pressure, optimizing IT support frameworks, and driving process improvements across enterprise environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Lead
Cognizant
Kolkata
11.2022 - Current
- Led resolution of high-impact incidents, ensuring rapid service restoration and minimal downtime.
- Proactively monitored incident lifecycle, documenting solutions to enhance Knowledge Error Databases (KEDBs).
- Collaborated with cross-functional SMEs to optimize workflows and ensure precise execution.
- Conducted performance audits on ticket documentation, providing strategic recommendations for team optimization.
- Managed critical incidents across P1, P2, and P3 levels, executing escalation protocols effectively.
- Orchestrated bridge calls based on incident severity, maintaining communication with stakeholders.
- Initiated problem records to drive root cause analysis, tracking action items for non-recurrence.
- Reviewed major incident reports to refine categorization and improve triage accuracy.
Senior System Engineer
Cognizant
Kolkata
02.2022 - 10.2022
- Achieved 99% SLA compliance, enhancing incident response efficiency by five percent.
- Managed over 500 monthly tickets, prioritizing urgent requests to meet service level agreements.
- Documented solutions and troubleshooting steps in ticketing system to facilitate knowledge sharing.
- Tracked key performance indicators to monitor incident management performance.
- Created and updated incident tickets using ticketing system for accurate record keeping.
Education
Bachelor of Technology (B. Tech.) -
Academy Of Technology
01.2021
Skills
- ServiceNow
- Critical incident handling
- Root Cause Analysis
- Problem management
- ITIL framework
- Process improvement
- Logic Monitor
- XMatters
- Service level agreements
- Agile framework
- Escalation management
- Stakeholder communication
Volunteer Experience
Inspiring volunteer
Cognizant,
Kolkata, West Bengal
As part of my role at Cognizant, I actively contributed to outreach events, engaging over 500 participants with insights and practical skills that supported their personal and professional development
Certification
- ITIL 4 Foundation: Elite course, Simplilearn, 04/01/25
- ServiceNow Certified Administration For Beginners, Udemy, 05/01/23
- Gen AI fundamentals, Cognizant, 11/01/24
- Active Directory on Windows Server, Udemy, 10/01/23
- Agile Crash Course: Agile Project Management, Udemy, 09/01/23
- IT Asset Management (ITAM) - Hardware Asset Management (HAM), Udemy, 05/01/23
Languages
Bengali
First Language
English
Advanced (C1)
C1
Personal Details
Date of Birth: 27th March, 2000
Timeline
Technical Lead
Cognizant
11.2022 - Current
Senior System Engineer
Cognizant
02.2022 - 10.2022
Bachelor of Technology (B. Tech.) -
Academy Of Technology
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