Debarati Sinha
Incident Manager
Kolkata
Summary
- To be associated with a progressive organization and work in a challenging and dynamic environment, impressing the profile to contribute to the development of the organization which represent and serve with ample efforts upgrading best skills and knowledge for mutual prospects of growth and development. Acknowledged trouble shooter with well-honed skill set in interfacing with clients, to solve service-related problems and deploying technology to build successful solutions. Multitasking incident management with excellent planning, execution, monitoring and resource balancing skills, ability to handle and remain calm in high pressure environments and under tight deadlines. Strong team leadership, team bonding and facilitator, fostering an atmosphere that motivates highly talented Professionals, to balance high-level skills with maximum productivity.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Incident Manager
Tata Consultancy Services Limited
Kolkata
01.2019 - Current
- Efforts to restore service in timely manner for critical business functions, application and infrastructure services, comprised of professionals from several different areas
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service
- Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units
- Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions, contributed to cross-functional team to ensure procedure manuals and incident playbooks are current and correct.
- Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate and timely communication to internal and external stakeholders
- Provided timely feedback to senior management regarding issues affecting quality of service to clients; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication
- Tools used like Service Now and Sapphire for ticket logging, tracking, implementing, resolving and extracting data such as reports, logs and resolution for any incidents or service request based on priorities set with dual gravity and seriousness of issue or report, to support business functionality and ongoing activity with easiness and proper resolution.
Associate
British Telecom, BT Business
Kolkata
09.2016 - 11.2018
- To respond to customer issues received through queue system and deal with each one in line with business standards and resulting in high level of customer satisfaction on consistent and ongoing basis
- To process, fix or unblock orders/queue items accurately and deal with complaints appropriately, in line with agreed process, procedures and timelines
- To handle customer cases which may include billing query or complaints, and which require making direct contact with customer through variety of contact formats
- To ensure prompt and accurate response to customer issues
- When dealing with customers aspire to always deliver excellent customer experience
- To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within team
- Share best practice within team and across relevant community
- Take responsibility for personal development and drive own performance
- Functional in scope but deals directly with customer.
Senior Customer Care Executive
OnProcess Technology India Pvt. Ltd
Kolkata
10.2015 - 09.2016
- Working as Back-office Executive (Reverse Logistics)
- Perform tasks associated with shipping and receiving products
- Monitoring order cycles
- Track routine logistic transactions
- Advise Customers when services discontinued to have hardware sent back.
Outbound Sales
OnProcess Technology India Pvt. Ltd
Kolkata
02.2014 - 10.2015
- Perform tasks associated with shipping and receiving products
- Monitoring order cycles
- Track routine logistic transactions
- Ensuring KPI exceeds agreed SLA and process fairs above client expectations.
Senior Associate
Wipro BPO Solutions- British Telecom Group
Kolkata
07.2011 - 08.2012
- Articulate Tech support professional with 21 months of experience.
- Acknowledged trouble shooter with well-honed skill set in interfacing with clients to solve service-related problems and deploying technology to build successful solutions.
- Multitasking credentials with excellent planning, execution, monitoring and resource balancing skills, as well as ability to handle multiple tasks in high pressure environments and under tight deadlines.
- Strong team leader/builder and facilitator, fostering atmosphere that motivates highly
- Talented professionals to balance high-level skills with maximum productivity
Education
Bachelor of Commerce - Commerce
S.A. Jaipuriya Calcutta University
Kolkata 03.2008 - 06.2011
Class XII -
Haryana Vidyamandir CBSC
Kolkata 03.2006 - 03.2008
X - Commerce
Haryana Vidyamandir CBSE
Kolkata 03.2005 - 03.2006
Skills
Active Directory
undefinedInterests
Personal Details
Hobbies: , Socializing, Painting, listening to music, going out and chatting
Date of Birth :,
Marital status
Additional Information
- Achievements: , Active in Debate and Quiz in academics and college level activities Top Performer for Complaint Closure while working in BT in the year 2017
Timeline
Incident Manager
Tata Consultancy Services Limited
01.2019 - Current
Associate
British Telecom, BT Business
09.2016 - 11.2018
Senior Customer Care Executive
OnProcess Technology India Pvt. Ltd
10.2015 - 09.2016
Outbound Sales
OnProcess Technology India Pvt. Ltd
02.2014 - 10.2015
Senior Associate
Wipro BPO Solutions- British Telecom Group
07.2011 - 08.2012
Bachelor of Commerce - Commerce
S.A. Jaipuriya Calcutta University
03.2008 - 06.2011
Class XII -
Haryana Vidyamandir CBSC
03.2006 - 03.2008
X - Commerce
Haryana Vidyamandir CBSE
03.2005 - 03.2006
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