Indranil Lahiri
Tech Lead, Cognizant Technology Solutions
Newtown
Summary
To secure a challenging position where I can effectively contribute my skills as a Profession, possessing Service Desk/Software Deployment/Identity Management Leadership role.
Service management professional with solid background in overseeing service desk functions and optimizing support processes. Valued for driving team collaboration and consistently achieving service targets. Known for adaptability, reliability, and effective communication skills.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Tech Lead
COGNIZANT TECHNOLOGY SLUTIONS
03.2023 - Current
- Roles & Responsibilities –
- Identity Management for end users in MS Active Directory, Sailpoint
- Creating Service Accounts
- Offboarding end users’ accounts from AD & Sailpoint
- Working with UIPath Team to design workflow for onboarding & offboarding automation
- Asset provisioning for end users
- Creating reports from Service Now for Clients – Weekly, Bi-Weekly, Monthly & Quarterly.
- Creating & Updating Knowledge Based Articles.
- Leading a team of 10 Members to successfully run APAC region of Service Management & Its Operations.
- Analysis of Rejection Rate (Ticket Hop Counts), FLR Misses, Customer Feedback (DSAT), Ticket Ageing Analysis, Overall creation & maintenance of ServiceNow Dashboards.
- Preparing Business Reports for Clients - Weekly, Bi-Weekly, Monthly & Quarterly.
- People Management – Single handedly managing the APAC portfolio of any people management conflicts & resolving them before further escalations
- Auditing of SNOW Tickets in CTS Internal tool along with auditing for privilege access for clients in different Warehouse Management System Applications (SWIMS, Oxford WMS, Mitrefinch, Sapphire TMS) to comply with SOX requirements
- Left-Shifting tickets from different support groups to SD, creating SOP, implementing changes
- Working on design documents for Automation for Orchestrator
- Participation & Collaboration with Major Incident Management Team along with Infrastructure team to deeply analyse the Root Cause for any Major Incidents.
- Handling & sharing RCA for any escalations from Client along with preventive & corrective measures.
- Mentoring team members to learn new skill sets like creation of reports, data analysis.
- Client Handling on any collaborative effort engaging EUS, NetOps or other Infrastructure team for problem solving.
- Driving Hypercare for any change or development for any estate.
Senior Systems Engineer
COGNIZANT TECHNOLOGY SLUTIONS
03.2021 - 03.2023
- Roles & Responsibilities –
- Administering technical Support via phone/Emails/Chats
- Assisting End Users in resolving IT related concerns by troubleshooting software/hardware issues.
- Active Directory- password reset/unlock account
- SAP log in related issues.
- Deployment of licenses for business application as per user’s requirement.
- Incident Management.
- Raising & Monitoring P1/P2 Major incident issues.
- Documenting, managing, coordinating and resolving service requests and incidents.
- Proactively monitoring and maintaining the service desk phone, email and chat work queues.
- Act as a single point of contact for all IT related issues
- Investigation, research and follow up on user’s technical issues.
- Escalating issues to L2 Support which are not under service desk’s scope of support.
- Troubleshooting critical application issues like Documentum, SAP, Citrix, VMware, Autodesk AutoCAD, Sapphire LIMS, Global Protect VPN, etc
- Troubleshooting Basic Hardware issues with regards to devices, Laptops, Desk Phones and other peripheral devices.
- Cisco configuration, Network/Firewall Settings/configuration, Network Printer mapping/troubleshooting.
- Network Drive missing/mapping and running powershell scripts.
- Adobe Acrobat, Palo Alto Network, IP settings, Distribution List, BPCS, Shared Mailbox settings and mapping.
- Microsoft 365 including Azure AD, Intune MDM, Exchange admin centre, One drive, MSTeams, Outlook, Excel and SharePoint issues handling.
Senior Associate
WIPRO DO&P
06.2017 - 03.2021
- Role – ANSWERING CALLS & PROVIDING TECHNICAL SUPPORT TO USA CUSTOMERS REGARDING SOFTWARE & HARDWARE ISSUES
- Served for HP North America Customer Support
Education
Bachelor - Management Studies
Mahatma Gandhi University
Higher Secondary - undefined
Bihar School Examination Board
Senior Secondary - undefined
Central Board of Secondary Education
Skills
- Proficient in Microsoft Office
- Active Directory management
- Azure platform proficiency
- AWS platform experience
- VMWare and Citrix expertise
- SCCM configuration management
Service level coordination
Incident response management
Issue escalation coordination
Experience with ITIL processes
Quality assurance management
Office management
Organizational time strategies
Effective team leadership
Disclaimer
I hereby declare that the above mentioned information is correct and I bear the responsibility for the above mentioned particulars. Date: / / Indranil Lahiri
PERSONAL VITAE
- Father’s Name – Pinaki Lahiri
- Date Of Birth – 1992-02-11
- Gender – Male
- Marital Status – Married
- Nationality – Indian
Timeline
Tech Lead
COGNIZANT TECHNOLOGY SLUTIONS
03.2023 - Current
Senior Systems Engineer
COGNIZANT TECHNOLOGY SLUTIONS
03.2021 - 03.2023
Senior Associate
WIPRO DO&P
06.2017 - 03.2021
Higher Secondary - undefined
Bihar School Examination Board
Senior Secondary - undefined
Central Board of Secondary Education
Bachelor - Management Studies
Mahatma Gandhi University
Similar Profiles
Janardhanan PerumalsamyJanardhanan Perumalsamy
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions
Esther ChilufyaEsther Chilufya
Billing Specialist at Nova Freight Slutions,LLCBilling Specialist at Nova Freight Slutions,LLC
Pooja ChavanPooja Chavan
Software Test Engineer at Prognosticsoft Slutions Pvt Ltd.Software Test Engineer at Prognosticsoft Slutions Pvt Ltd.
Quynh NguyenQuynh Nguyen
Business Unit Manager at Generali Vietnam Life Insurance Co., Ltd..Business Unit Manager at Generali Vietnam Life Insurance Co., Ltd..
Oscar BraddyOscar Braddy
Warehouse Worker at Sydney Props SpecialisitsWarehouse Worker at Sydney Props Specialisits