Buddha Jyoti Das
Assistant Manager
New Delhi
Summary
Results-oriented professional with extensive experience in Incident Management in fast-paced environments. Proven track record of leading cross-functional teams to mitigate incidents, minimize operational disruptions, and drive continuous improvement initiatives. Adept at leveraging technical expertise and strategic insight for seamless incident resolution and operational stability. Strong communicator with excellent leadership, problem-solving, and customer service skills, dedicated to optimizing processes and enhancing organizational efficiency.
Overview
12
12
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Assistant Manager
Bank Of America
11.2022 - Current
- Monitoring and proactively scanning system and infrastructure to ensure stability and anticipate potential issues, utilizing advanced monitoring tools and proactive maintenance strategies.
- Maintaining queue hygiene and ensuring comprehensive incident tracking, adhering to established protocols and leveraging automated workflows for efficient resolution.
- Performing rigorous impact analysis to assess business and revenue implications, prioritizing incidents based on predefined criteria to minimize operational disruptions.
- Handling Priority 1 and 2 incidents for external clients, initiating and managing bridge calls using PagerDuty for rapid response and resolution.
- Leading bridge calls with cross-functional teams during critical incidents, providing clear direction and timely updates to senior management and stakeholders.
- Coordinating closely with service managers and IT support teams to expedite incident resolution, fostering a collaborative environment and ensuring swift escalation when necessary.
- Keeping external clients informed about incident progress and resolution timelines, maintaining proactive communication to manage expectations effectively.
- Communicating internally regarding incidents affecting internal teams or users, facilitating coordinated efforts for minimal impact on operations.
- Updating incident logs and documentation meticulously, ensuring comprehensive records of all incident management activities and resolutions.
- Sharing Root Cause Analysis reports with stakeholders, identifying systemic issues and recommending preventive measures to enhance operational resilience.
Senior Analyst
HCL Technologies
11.2021 - 09.2022
- Used ServiceNow and JIRA to log incidents and service requests via phone calls, chats, and emails, ensuring thorough documentation and tracking throughout the resolution process.
- Proactively managed queued tickets, maintaining regular follow-ups with clients and internal teams to achieve timely resolutions and high client satisfaction.
- Managed Priority 1 and 2 incidents for external clients, minimizing downtime and mitigating business impact through structured prioritization and swift resolution strategies.
- Conducted thorough assessments to gauge the business and revenue impact of incidents, prioritizing responses for minimal disruption and enhanced operational efficiency.
- Initiated bridge calls promptly and utilized PagerDuty to mobilize teams, ensuring quick resolution of critical issues.
- Collaborated directly with service managers and IT support teams to expedite incident resolutions and manage client expectations proactively.
- Kept external clients informed about incident progress and updates, maintaining transparent communication channels.
- Internally communicated impacts affecting teams or users as required.
- Updated incident logs comprehensively upon resolution, documenting actions and timelines.
- Shared Root Cause Analysis reports to drive continuous improvement and prevent recurrence.
- Monitored server performance using DataDog to optimize system operations and proactively identify potential issues.
- Maintained and updated a Confluence knowledge base for efficient information sharing and support.
- Prepared detailed handover reports and maintained meeting minutes, ensuring clear communication and operational continuity within the team.
Senior Technical Support Executive
Teleperformance Global Services
06.2018 - 11.2021
- Utilized ServiceNow and JIRA for prompt logging and tracking of incidents and service requests via phone calls, chats, and emails. Followed up diligently with clients and internal teams for timely resolution.
- Managed Priority 1 and 2 incidents for external clients, prioritizing based on business impact to minimize operational disruptions.
- Initiated bridge calls to mobilize teams quickly for critical incident resolution.
- Engaged directly with service managers and IT support teams to expedite resolutions, maintaining transparent communication with external clients and internal stakeholders.
- Updated incident logs comprehensively and conducted Root Cause Analysis to prevent future incidents.
- Monitored server performance using DataDog to ensure optimal operation and preemptively addressed issues.
- Prepared daily CAB agendas, managed attendee lists, and sent meeting invites.
- Attended CAB meetings to discuss proposed changes and compiled comprehensive Minutes of Meetings.
- Evaluated risks and potential impacts of proposed changes, ensuring alignment with architectural standards and compliance requirements.
- Assisted the Change Manager in reviewing and approving change requests, ensuring a thorough review process to uphold operational stability.
- Disseminated information about upcoming changes throughout the organization, ensuring stakeholders were well-informed and prepared for potential impacts.
- Generated and distributed reports on approved and rejected changes, offering insights to support decision-making and drive continuous improvement initiatives.
- Actively engaged in initiatives to enhance the Change Management process, identified opportunities for improvement, and implemented best practices to optimize operations.
Process Developer
Genpact India
11.2013 - 02.2015
- Took charge of recovering overdue credit from end users, employing strategic negotiation and problem-solving skills to resolve outstanding balances promptly and maintain positive customer relationships.
- Implemented robust reporting mechanisms to monitor and manage personal and team performance metrics on a month-on-month basis. Utilized data-driven insights to drive continuous improvement and optimize collection strategies.
- Led initiatives to accelerate the collection drive, collaborating closely with cross-functional teams to streamline processes and enhance operational efficiency. These efforts resulted in a substantial increase in revenue for the process.
- Effectively communicated with stakeholders, including management and client representatives, providing clear and concise updates on collection activities, performance trends, and revenue outcomes.
- Identified opportunities for process refinement and automation, implementing best practices to ensure compliance with regulatory standards and improve overall effectiveness in credit recovery operations.
- Mentored and trained team members to enhance their skills in credit recovery techniques and performance management, fostering a high-performance culture within the team.
Education
Bachelor of Science - Zoology
Assam University
Senior Secondary High School - undefined
Jawahar Navodaya Vidyalaya
Secondary High School - undefined
Jawahar Navodaya Vidyalaya
Skills
Stakeholder Engagement
Certification
AI Tools Mastery Program - be10x
Timeline
Assistant Manager
Bank Of America
11.2022 - Current
Senior Analyst
HCL Technologies
11.2021 - 09.2022
Senior Technical Support Executive
Teleperformance Global Services
06.2018 - 11.2021
Process Developer
Genpact India
11.2013 - 02.2015
Bachelor of Science - Zoology
Assam University
Senior Secondary High School - undefined
Jawahar Navodaya Vidyalaya
Secondary High School - undefined
Jawahar Navodaya Vidyalaya
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