Kirty Hazarika

Delivered L2 support for Trax retail execution application, ensuring consistent availability across markets.

Managed incident service requests and problem tickets via ServiceNow and Jira to meet SLAs.

Supported application releases, including UAT validation and production deployment checks.

Investigated data synchronization issues and mobile application errors, coordinating fixes with product teams.

Coordinated with business teams and external partners during critical incidents for timely resolutions.

Maintained knowledge articles, troubleshooting guides, and SOPs to enhance first-time fix rates.

Identified opportunities to reduce repeat incidents and improve user experience.

Recognized for stabilizing BAU operations through expedited incident triage and effective escalation pathways.

· Led a 24x7 Global Operations Centre and IT Service Desk teams responsible for monitoring infrastructure and applications using HP OMI and L1 technical support.

· Delivered L1 support for Microsoft 365, Active Directory, VPN technologies (Pulse Secure, Zscaler), DNS, Apple Devices, JAMF and SCCM.

· Conducted major incident reviews and led root cause analysis sessions with internal and client stakeholders to identify and mitigate recurring issues.

· Consistently met SLA targets for high-priority incidents in a high-volume GOC and Service Desk environment.

· Reduced mean time to resolution (MTTR) by refining escalation and monitoring workflows.

· Prepared weekly and monthly service performance reports to track SLA compliance, analyze ticket trends, and outline improvement plans.

· Performed ticket quality audits to improve resolution standards and customer satisfaction.

· Handled identity lifecycle activities including access provisioning, modifications, and de-provisioning through SailPoint.

Mentored team members on ITIL practices, monitoring tools, and operational processes.

Key Contributions:

Recognized as the go-to SME for licensing and batch operations.