DEBDOOT MAJUMDER

●Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service.

●To be responsible for the end-to-end management of all IT major incidents.

●Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required

●Providing business focused updates hourly to include technical details and internal/external Client impact in clear and simple terms

●Create Post Incident Reports with Direct Cause, Root Cause and timelines clearly documented Essential Job Responsibilities

●Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls which are related to major incidents.

●Being accountable for resolving the outage via workaround or permanent fix

●To manage the disruptions in IT Services and restore them to normal state as soon as possible with workarounds or solutions to ensure minimum impact to the business.

●To identify, record, classify, and progress incidents until affected services are returned to normal or acceptable level of operation and the customer agrees to incident closure.

●To take full ownership and responsibility at the time of any disruption in Service and making sure that the service is restored and there is no impact to Business.

●Accountable to include relevant stakeholders and Resolver groups into the call during Critical or High Priority incidents until service restoration.

●Working to resolve topics like Batch job incidents, Authorization incidents & Few shift left activities.

●Working closely with the automation team to automate the authorization topics for faster resolution.

●Sending Weekly, Monthly & Quarterly quality reports to Senior Management.

Providing periodic major incidents metrics reports to the management

● Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management process.

● Acting as escalation point for all the incidents handled by support teams.

● Investigating and diagnose Incidents to restore a failed IT Service as quickly as possible

● Responsible for communicating with the Incident Process Owner

● Monitor the incidents to ensure that the Service Level Agreement are respected

● Identify, initiate, schedule and conduct incident reviews

● Ensure the closure of all resolved and end-user confirmed Incident records

● Resolving customer inquires, Complaints or providing an update to customers' questions regarding incident tickets, policies and procedures.

● Collaborating with customers, vendors, partners and various internal department for timely resolution of incident tickets.

● Conducting Process training's for the new hired resources.

● Resolving incidents within the specified Service Level Agreements/Operational Level Agreements.

● Prepared documentation and reporting for executive team on a weekly, monthly and quarterly basis using ServiceNow tools and PowerPoint presentations.

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• Resolving queries (Branch, Fraud & Dispute complaints, MD & nodal escalations)
accurately and service request within the TAT.
• Preparing daily excel report of resolved cases and update with clients.
• Working closely with different teams to solve problems related to client analytics
• Developed rapport with the customer base by handling difficult issues with
professionalism and accountable for retention of customers.
•Maintaining C.T.A and customer satisfaction.
• Collaborated with upper management to implement continuous improvements and
exceed team goals.

• Uploading Data Daily Basis in Portal and make Report.
• Gathering Feedback from End Users to identify the key issues for Future Development.
• Researching And Compiling Tailored Monthly Analytics And Ad Report For All Clients And Senior Manager

• · Opening, logging, prioritizing, assigning, and closes calls logged in the IT Service desk
• · Requesting with the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
• · Attempting to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• · Routing the enquiries to Resolver Groups as appropriate and Re-routing misdirected tickets
• · Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
• · Provides status and updates on tickets to authorized users
• · Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
• · Makes recommendations for updates to the KB database
• Adherence to policies and procedures, closure of open calls after resolution