Rajdeep Das

· As part of the Service Management Office, I served as the Tech Lead for the incident management group, overseeing 20 members and ensuring compliance with IT incident management policies and standards.

· Supervise the team in making decisions regarding the escalation of the incident based on severity and potential impact on business operations.

· Ensure that escalation procedures are followed and relevant parties are informed of the status and maintaining incident records are kept up-to-date in the incident management system.

· Identify areas for process improvement within the incident management workflow.

· Monitor the team’s performance metrics for the incident response time.

· Monitor and audit incident resolution times to ensure compliance with SLAs.

· Audit incident records and documentation to ensure completeness, accuracy, and adherence to documentation standards.

· Prepare and present incident audit reports to management, highlighting findings, recommendations, and areas of improvement.

· Leading daily huddle with the team members for escalated issues and process adherence, and drive weekly meetings with the client for process updates and count of inflow and outflow of incidents.

· As the Global Outage Manager for IBM-Ernst & Young infrastructure project, I was responsible for coordinating and driving high-priority (P1) incident bridge calls.

· Effectively assess incidents and determine their priority in accordance with guidelines, utilizing the internal assessment database.

· Manage communication both internally and externally, keeping stakeholders informed about the incident, its status, and expected resolutions.

· Work with technical teams to develop a plan for resolving the incident and restoring normal operations.

· Ensure all aspects of the incident are addressed and resolved before officially closing it.

· As part of Enterprise Availability Coordination Office (EACO) for Wells Fargo project, my role includes being a Resource Manager, Availability Manager, and Intake Specialist, in addition to driving high-priority incidents for critical applications.

· Effectively validate the impact and urgency of the affected application by conducting incident triage in coordination with technical support groups, determining the incident priority according to process guidelines.

· Facilitates production calls with a wide range of technical and business participants including various levels of management and across business lines.

· Participate in planning and allocation of technical support groups for the major incident bridge line.

· Provide regular updates to executive management and stakeholders on the progress of high-priority incidents (Severity 1) until resolution.

· As part of the Regional Operations Center (ROC) for Accenture Solutions Private Limited, my role encompasses Major Incident Manager, Escalation Manager, and Team Lead responsibilities for the cloud-based SAP Human Capital Management (HCM) Suite application hosted across multiple Data Centers in various geographic regions.

· Lead high-priority incident bridge call (P1 and P2) for HCM application outages, ensuring resolution and minimizing impact on valued SAP customers worldwide.

· Collaborate with engineering teams to develop action/solution plans to mitigate the issue.

· Acting as focal point for incident review and escalation as and when necessary.

· Team Lead for Level 1 team comprising of 12 members that deals with low priority incidents and service requests and provide guidance during handling of escalations and decision-making.

· Effectively worked in partnership closely with infrastructure, engineering, operations, technical support, product support, partner operations, customer success and sales leadership teams to ensure quality delivery.

· Delivered tools and process trainings to educate team members to carry day to day activity.

· Interact with customers to understand their technical needs, address concerns, and aid in reaching resolution of any technical outages in coordination with the technical and engineering groups.

Service Delivery Consultant – Production Manager | Hewlett Packard Enterprise

Nov ‘15 – Sep ‘17

Client Domain: Biotechnology & Pharmaceutical

· Lead bridge calls for high priority incidents at the application and infrastructure level.

· Ensure dashboards and notes are updated during major outages in the environment.

· Communication status updates of the ongoing high-priority incident bridge call to executive-level stakeholders.

· Proactively follow up on all critical incidents with respective teams to ensure timely resolution within the given SLA.

· Attend weekly client meetings to facilitate communication and decision-making processes.

Incident Lifecycle Coordinator | Hewlett Packard GlobalSoft Limited

Nov ‘13 – Oct ‘15

Client Domain: Software

· Monitor all major incidents to ensure that the Service Level Agreement is met.

· Accountable for the quality and integrity of the Incident.

· Delegate incidents to the technical resolver groups in accordance to the reported issue.

· Evaluate misrouted incidents cases and have it allocated to the correct resolver groups.

· Involve Incident Manager, Service Delivery Manager, and technical teams during major incident.

· Managing dashboards and notes during active major outages in the environment.

· Organize the recovery of all major incidents with appropriate reporting and notifications to key stakeholders.

Subject Matter Expert | Hewlett Packard GlobalSoft Limited

Nov ‘11 – Oct ‘13

Client Domain: Computer Hardware and Software Services

· Managing escalations of customers as per process guidelines in a timely manner.

· Collaborating with the engineering team for resolution and keep customer with regular updates on the escalation cases.

· Mentor and guide new support staff in the team on technical and procedural matters.

· Monitor and log all client communications, processing requests and documenting changes.

· Identify opportunities for process improvement and optimization within the technical domain.

Technical Support Engineer | Hewlett Packard GlobalSoft Limited

Nov ‘06 – Oct ‘11

Client Domain: Computer Hardware and Software Services

· Diagnosed and resolved technical issues to ensure the stability and optimal performance of HP Desktop and Notebook models, Microsoft Windows Operating System, and HP Software.

· Conducted thorough analysis of system logs and user-reported issues to identify root causes and implement effective solutions.

· Provided comprehensive technical assistance to end-users via phone, chat, and email.

· Effectively assisted customers on installation, configuration and software updating to fix the issue remotely.

· Analyzing and identifying technical issue with probing questions to customers to gather necessary information for issue resolution.

· Stay updated on product features, updates, and changes to effectively assist customers by providing relevant and timely information.

· Log cases in the WFM Tool to coordinate the dispatch of hardware, software, and onsite engineers for replacements, addressing various technical issues.