Biswajeet Bhuyan

• Managed incident response processes, ensuring timely resolution and improved team collaboration.
• Utilized ticketing systems to track incidents, enhancing reporting accuracy and response efficiency.
• Coordinated communication between technical teams, facilitating effective issue resolution and stakeholder updates.
• Participated in post-incident reviews, documenting lessons learned to optimize future incident management practices.
• Ensured adherence to industry best practices such as ITIL, delivering a standardized and efficient incident management process. Ensure the correct case priorities are set and honored.
• Facilitated cross-functional bridge calls with dev, ops, and support teams during major incidents, achieving over 95% SLA compliance and reducing MTTR by 25% to 30%.
• Monitoring queues and ensuring cases are assigned and accepted and initial response/customer connect is made as per the SLA, by appropriate resources for troubleshooting.

• Analyzed incident trends to identify root causes, contributing to process improvements and reduced recurrence.
• Managed the ITSM incident lifecycle for high-volume environments, triaging and categorizing 80+ P1 and P4 incidents monthly using ServiceNow in a global MNC setup.
• Applied ITIL frameworks for incident logging, prioritization, and resolution tracking, ensuring zero SLA breaches during peak outage periods.
• Led major incident management efforts, coordinating cross-departmental resources to resolve complex technical challenges swiftly.
• Make a customer contract via phone or email to keep them updated on the progress of the case assignment. Work closely with the local support team (SRE and managers) as well as global support teams.
• Weekly, monthly and quarterly reporting as required by the support management for operational efficiency.

Managed relationships with prospective and current students, provided guidance on academic programs and enrollment processes, and developed engagement initiatives to improve student satisfaction and foster community involvement.

Resolved repeated issues to improve overall efficiency.