ANINDITA PODDER
Kolkata
Summary
Dynamic Infrastructure Service Management professional with a proven track record at Accenture, excelling in Major Incident Management and crisis resolution. Expert in ITIL frameworks and stakeholder communication, I successfully reduced incident resolution time by 30% while enhancing service delivery efficiency through proactive monitoring and process improvements.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Infrastructure Service Management
Accenture
Kolkata
02.2020 - Current
- Led Major Incident Management during critical Google Cloud VMware Engine (GCVE) and PCP migration activities, ensuring timely mitigation and minimal business disruption.
- Managed incident lifecycle for P1/P2 incidents, ensuring SLA adherence and real-time stakeholder communication.
- PCP Migration – Led incident response and stakeholder communication during large-scale infrastructure migration... Ensured no critical business outage during transition.
- GCVE Migration Project – Played a key role in coordinating infra migration activities, managing high-priority incidents during cutover, ensuring service continuity, and driving rapid recovery during unplanned disruptions.
- Acted as the single point of contact during crisis bridges, driving swift coordination between network, server, and application teams.
- Collaborated with L3 engineering and vendor teams to execute complex infrastructure changes with zero critical outage.
- Presented post-incident reviews and RCAs to senior leadership and problem management teams, facilitating informed decision-making and strategic improvements.
- Supported cloud migration readiness and cutover activities, focusing on capacity, network connectivity, and failover planning.
- Enhanced infrastructure monitoring, resulting in a 25% reduction in major incidents over a year.
- Identified operational gaps and implemented preventive measures in continuous service improvement initiatives, enhancing overall service reliability.
- Reduced average incident resolution time by 30% through streamlined escalation and bridge management.
- Received recognition for exceptional performance during multiple Sev1 crisis events through rapid mitigation and structured reporting, underscoring commitment to operational excellence.
- Major Projects & Achievements:
Cloud Support Engineer
Trigent Solutions
Kolkata
05.2018 - 02.2020
- Managed end-to-end infrastructure service management operations, ensuring effective major incident management, risk management, change management, and configuration item management.
- Supported service delivery for critical business applications across multiple regions.
- Coordinated with vendors and L3 teams for infrastructure upgrades and timely issue resolution, enhancing service reliability.
- Performed proactive monitoring and incident analysis to prevent service degradations.
- Maintained comprehensive documentation and ensured compliance with ITIL processes to support consistent service delivery.
- (Remote) [Accenture contractor]
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Moulana Abul Kalam Azad University of Technology (MAKAUT)
Kolkata06-2016
West Bengal Council of Higher Secondary Education
Kolkata03-2012
Skills
- IT service management
- Incident management
- ITIL change management
- SLA / KPI Governance
- ServiceNow expertise
- Monitoring tools expertise
- Dynatrace observability
- Monitoring & Incident Response Automation
- SRE principles
- SLI/SLO management
- Cloud Automation Techniques
- Infrastructure Automation Tools
- Project support
- Service Operations & Process Improvement
- Process improvement
- Data-driven insights
- Data Analytics Integration
- Audit compliance
- Documentation management
- Service reporting
- Metrics tracking
- AI-Driven Process Automation
- Stakeholder communication
- Infrastructure Automation Tools
Personal Information
Title: Infrastructure Service Management
Certification
ITIL 4 Foundation, Google Cloud Associate, AWS cloud Solution
LANGUAGES
English, Bengali, Hindi
Leadership & Mentoring
- Mentored junior team members and L1/L2 support teams.
- Improved team productivity through knowledge sharing and SOP creation.
- Acted as backup service lead / team lead when required.
Timeline
Infrastructure Service Management
Accenture
02.2020 - Current
Cloud Support Engineer
Trigent Solutions
05.2018 - 02.2020
Bachelor of Science - Electrical, Electronics And Communications Engineering
Moulana Abul Kalam Azad University of Technology (MAKAUT)
West Bengal Council of Higher Secondary Education