Himangshu Biswas

● Govern and follow up the Problem process. Support the different roles. Be the escalation point when there are issues with the way of working or resources. Handle escalated Problems. Follow up on Major Problems. Lead Task Forces to solve Problems through Root Cause Analysis and projects in Incident mode as Scrum Master, when in need of bigger coordination between teams from different areas/domains/vendors/countries and if time is of essence.

● Serve as the point of contact for all major incidents/escalations - Plan and facilitate all the activities involved in the Problem management process

● Ensuring standardized methods and procedures are used for efficient and prompt handling of the RCA and Solution of any CRITICAL PRB – P1 OR P2 to minimize the impact of incidents upon service quality and consequently identifying opportunities to improve the day-to-day operations of the organization.

● Chasing for vendors and cross functional team and respective owner for resolution and support.

• Handle and drive all CRITICAL INCIDENT – S1, P1 OR P2 to minimize the impact of incidents upon service quality and consequently identifying opportunities to improve the day-to-day operations of the organization.
• Chasing for RCA’s from respective owner of the occurred incident via reactive Problem management.
• Continual process improvement (identifying the gaps in handling a critical incident & escalating to respective function owners for corrections. (For E.g. SDM’s, FOM’s, QUALITY and/or PD).

• Identifying and resolving major and critical incidents in a timely manner.Keeping relevant parties updated on the status of incidents
• Developing and implementing processes and procedures for incident management.Overseeing the work of incident response teams.SME for process excellence and QMS and Conducted IT Service Delivery/Operation/Process quality Audits.
• Interpret performance metrics/threshold requirements as well as non-compliant items/situations, working with the teams to develop resolution steps.Ensured compliance with SOP.

• Investigate and diagnose Major & Critical Incidents to restore failed IT Service as quickly as possible and execute the Incident Management process tasks in adherence with global and local requirements. Ownership and responsibility for end to end Management activities for all priority 1 & 2 incidents.
• Perform the management of both reactive root-cause analysis and proactive trend analysis. Management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas.Aggregate and correlate all available information to suggest a meaningful direction for the root cause investigation.