Mayukh Bose
Summary
- Proven ability to manage a team of 24 Agents including 3 SMEs, Shrinkage Handling, Roster Creation, Escalations Handling and Daily Report.
- Strong command over Service Now, ITIL framework, Azure Active Directory, Excel, Remote Desktop Support, Client Call Handing, VDI, Microsoft Intune, Microsoft 365.
- Proficient in handling P2, P3 and P4 tickets and also judging if any incident needs to be raised as P1.
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT Services.
- Assist the SDM with any other duties and IT Projects.
- Participate in meetings with our Help Desk vendor (CGI), driving performance around key Operational metrics.
Overview
10
10
years of professional experience
Work History
Senior Lead Analyst - Enterprise Incident Management
FIS Solutions (India) Pvt. Ltd.
04.2024 - 09.2024
- Managed a diverse team of 24 support technicians providing 24/7 service desk support to a global user base of over 50,000.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback increasing from 60% to 92% overall.
- Handled and resolved over 500 escalated customer complaints within pre-determined timelines, maintaining high customer retention rates.
- Update Senior Service Desk Team Leads regarding any issues of operational significance.
IT Analyst
Tata Consultancy Service
05.2022 - 01.2024
- Managed and led a team of 24 help desk technicians to provide top-tier technical support and customer service, resulting in a 98% customer satisfaction rating.
- Monitored team performance, adhered to service level agreements (SLAs >14 minutes) and provided detailed job training.
- Developed and implemented a comprehensive training program that enhanced the team's technical skills, reducing average issue resolution time by 25%.
- Maintenance70% of IT administration, such as hardware records, software records and their interfaces (CMDB).
Response Center Analyst I
Black Box Network Services India Pvt. Ltd.
08.2020 - 12.2021
- Supervise and mentor team members 50% of the time and be an active Service Desk Analyst.
- Led a company-wide hardware refresh project, successfully upgrading over 500 devices within a 6-month timeframe.
- Enhanced GRC program effectiveness up to70-80% by conducting comprehensive risk assessments and recommending mitigation strategies.
- Supported 90% of the integration of GRC tools within client environments, streamlining workflows and enhancing overall efficiency.
Sr. Technical Support Associate
Unisys
02.2018 - 10.2019
- Optimized service desk performance by analyzing metrics and identifying areas for improvement.
- Supervised improving productivity from 60% to 96%.
- Directed 50% of high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
- Optimized 50% of the resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Supervise and mentor team members 50% of the time and be an active Service Desk Analyst.
Team Lead
Ingenuitas Software Pvt. Ltd.
07.2016 - 01.2018
- Working with the Regional Managers, develop and maintain a detailed contract and building asset database.
- Tracking resolution of all open Service Desk incidents and service requests to ensure that Service Level Agreement targets are achieved and whenever possible exceeded.
- Escalated 30% of priority incidents as part of the incident management process.
- Creating and distribution of simple reports of IT team KPIs on a daily basis.
Process Associate
Genpact
03.2015 - 06.2016
- Contributed to the creation of a comprehensive knowledge base for internal use, increasing efficiency within the support team.
- Researched and identified 70-80% solutions to technical problems.
- Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
- Managed high levels of call flow and responded to technical support needs.
Education
B. Tech - IT
Netaji Subhash Institute of Technology
Kolkata01.2013
12th - Science
J S M Inter College
Jamshedpur01.2008
Matriculation - Science
Dayanand Public School
Jamshedpur01.2006
Skills
- ITIL - Expert
- Customer Service - Expert
- Technical communication - Expert
- Team Leadership - Expert
- Team Building - Expert
- Problem-solving - Expert
- ServiceNow - Expert
- Project Management - Intermediate
- Vendor Management - Intermediate
- JIRA - Intermediate
Languages Known
English - Expert
Bengali - Intermediate
Hindi - Expert
Timeline
Senior Lead Analyst - Enterprise Incident Management
FIS Solutions (India) Pvt. Ltd.
04.2024 - 09.2024
IT Analyst
Tata Consultancy Service
05.2022 - 01.2024
Response Center Analyst I
Black Box Network Services India Pvt. Ltd.
08.2020 - 12.2021
Sr. Technical Support Associate
Unisys
02.2018 - 10.2019
Team Lead
Ingenuitas Software Pvt. Ltd.
07.2016 - 01.2018
Process Associate
Genpact
03.2015 - 06.2016
B. Tech - IT
Netaji Subhash Institute of Technology
12th - Science
J S M Inter College
Matriculation - Science
Dayanand Public School
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