NEHA BANERZE
Major Incident Manager
Kolkata,WB
Summary
Dedicated Major Incident Specialist with 4+ years of experience in critical incident management, realtime stakeholder coordination, and high-pressure service restoration. Skilled in working with UK-based clients in a 24x7 support environment using tools like Jira, Slack, and Google Meet. Adept at analysing incidents, communicating with clarity, and collaborating across technical teams to minimize downtime and ensure customer satisfaction.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Information Processing Specialist
TATA CONSULTANCY SERVICES (TCS)
03.2020 - Current
- Client: Ocado Technology (UK Retail Automation Company)
- Lead and manage P1/P2 incidents involving robotics and system failures
- Act as SPOC during incident lifecycle-detection, escalation, bridge, comms & resolution
- Coordinate recovery via Jira, Slack, and Google Meet
- Perform real-time incident analysis and document RCA
- Improve incident behavior recognition to reduce unnecessary escalations
- Support 24x7 operations and maintain SLA compliance
Education
Bachelor of Arts - Communicative English
University of Calcutta
Kolkata, India 04.2015 - 01.2018
Diploma in Human Resource Management - Human Resources Development
Pranavananda Institute of Management & Technology
Kolkata, India 04.2015 - 01.2017
Skills
Client Communication & Escalation Handling
Certification
ITIL Foundation, TCS Internal Training
Accomplishments
- Certificate of Appreciation from TCS for high performance
- Led critical robotic system recovery and dispatch incident bridges
- Helped reduce false major incidents through proactive analysis
- Manage 2-3 Major Incidents/day plus 20+ support tickets regularly
Additional Details
Work Preference: Hybrid / Remote
Timeline
Information Processing Specialist
TATA CONSULTANCY SERVICES (TCS)
03.2020 - Current
Bachelor of Arts - Communicative English
University of Calcutta
04.2015 - 01.2018
Diploma in Human Resource Management - Human Resources Development
Pranavananda Institute of Management & Technology
04.2015 - 01.2017
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