MANIDEEP SAIKIA
New Delhi
Summary
Skilled Technical Customer Support and Incident Management professional with over 8 years in resolving complex customer issues and coordinating service restorations. Expertise includes ServiceNow, Remedy and OneView, alongside strong capabilities in network troubleshooting, application testing, and cross-functional collaboration.
Overview
2
2
Languages
1
1
Certification
20
20
years of professional experience
Work History
Business Process Leader - Incident Management
Tata Consultancy Services
07.2017 - 08.2025
- Troubleshot customer-impacting incidents using Remedy, ServiceNow and OneView to restore services promptly.
- Worked toward timely incident restoration by coordinating troubleshooting and technical resolution activities.
- Collaborated with onsite network engineers to direct technical activities and reinstate customer services.
- Applied network troubleshooting and fault-finding skills to identify and resolve technical issues.
- Monitored network service metrics and prepared performance reports to identify trends and inform network improvements.
- Monitored and analyzed network environments to support performance improvement and scalability.
- Facilitated communication among colleagues and technical teams to enhance collaboration and knowledge sharing.
- Worked with management and department leaders on network capacity requirements.
- Trained and mentored junior network engineers.
- Participated in technical planning and contributed to infrastructure development initiatives.
- Conducted client application testing to identify performance lags, errors and bugs.
- Prepared detailed reports and communicated application issues to development teams.
Senior Solutions Engineer
Quattro
09.2015 - 01.2017
- Engaged with customers to clarify requirements and pinpoint suitable technical solutions.
- Collaborated with cross-functional teams to develop tailored engineering solutions.
- Evaluated and integrated third-party tools and technologies to improve solution offerings and customer satisfaction.
- Resolved customer issues and conflicts, enhancing satisfaction and fostering product loyalty.
- Coordinated project timelines and resources to ensure timely delivery of solutions.
Senior Technical Sales Representative
Ratchet Infotech
10.2014 - 02.2015
- Recommended products and services based on customer needs.
- Resolved customer problems and conflicts, strengthening customer relationships.
- Conducted follow-up calls to ensure customer satisfaction and uncover additional support needs.
- Answered customer calls, addressing issues and complaints to enhance customer experience.
Senior Technical Sales Representative
Iyogi Technical Solutions
12.2013 - 05.2014
- Generated new business opportunities through proactive communication with existing and prospective customers.
- Leveraged product and industry knowledge to establish credibility and trust with customers.
- Resolved customer concerns and complaints, delivering tailored solutions to enhance satisfaction.
Technical Sales Representative
SpantechIT
07.2012 - 10.2012
- Provided tailored solutions to strengthen customer relationships.
- Responded promptly to customer enquiries, resolving issues to enhance satisfaction.
- Managed customer calls and complaints, ensuring effective follow-up to maintain service quality.
Senior Technical Sales Representative
IBM Daksh
01.2006 - 11.2008
- Identified customer needs and recommended relevant products and services.
- Resolved customer issues and conflicts, achieving high levels of satisfaction.
- Responded quickly to customer concerns and provided solutions.
- Managed customer calls, enquiries, and complaints to ensure effective resolution.
- Conducted follow-ups with customers to assess further assistance needs.
Education
Diploma of Higher Education - Hotel Management
Durgapur Society of Management Science
Durgapur, West Bengal01-2002
Skills
- Incident management
- Technical troubleshooting
- Decision making
- Service restoration
- ServiceNow
- BMC Remedy
- OneView
- Network Operations
- Client Application Testing
- Customer issue resolution
- Customer relationship management
- Customer engagement
- Customer Service
- Cross-functional collaboration
- Stakeholder Management
- Relationship building
- Team leadership
- Team mentoring
- Process improvement
- Service improvement
- Generative AI tools
- ChatGPT
- Microsoft Copilot
- Gamma
- DataSquirrel
- Prompt Engineering
- Decision making
- Leadership
- Relationship management
- Relationship building
- Customer Communication
- Service improvement
- Process improvement
- Leadership
- Process improvements
- Customer Service
- Team mentoring
- Incident management
- Relationship-building
- Customer engagement
Certification
- Generative AI Foundation - upGrad in collaboration with Microsoft
Languages
English
Hindi
Custom
Technical Customer Support / IT Support / Incident Resolution
Timeline
Business Process Leader - Incident Management
Tata Consultancy Services
07.2017 - 08.2025
Senior Solutions Engineer
Quattro
09.2015 - 01.2017
Senior Technical Sales Representative
Ratchet Infotech
10.2014 - 02.2015
Senior Technical Sales Representative
Iyogi Technical Solutions
12.2013 - 05.2014
Technical Sales Representative
SpantechIT
07.2012 - 10.2012
Senior Technical Sales Representative
IBM Daksh
01.2006 - 11.2008
Diploma of Higher Education - Hotel Management
Durgapur Society of Management Science