Rishi Chakraborty

Project Lead

Cognizant Worldwide Limited

05.2017 - Current

Led Change and Problem Management : Responsible for the Global Change and Problem Management processes, ensuring alignment with organizational goals and ITIL best practices.
Incident & Problem Resolution : Reduced incident resolution times by 35% by refining incident management processes and enhancing team response capabilities
Leadership role: Managed a team of onsite professionals, overseeing service delivery of field services and driving process improvements that led to a 30% increase in service efficiency
SLA and KPI Management : Monitor and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure optimal service delivery and performance.
Trend Analysis : Led efforts to analyze recurring issues, implementing corrective actions that reduced incident recurrence by 15%
Continuous Service Improvement Initiatives : Driven continuous service improvement initiatives by implementing best practices and enhancing existing processes, resulting in increased efficiency and customer satisfaction.
Enhanced Client Satisfaction : Developed strong client relationships through direct interactions and proactive problem-solving, achieving consistent NPS and PCSAT scores
Stakeholder Collaboration : Acted as a key point of contact for clients and internal stakeholders, managing escalations and ensuring seamless communication across all cross functional team
Performance Analysis & Reporting : Established robust reporting systems that provided key insights into service performance, enabling data-driven decision-making and strategic planning
ServiceNow Administration and reporting : Worked on user administration to create profile and provisioning requested access, through roles and modeling membership. Created scheduled reports, gauge, homepage, dashboards. Also having good understanding in customizing UI policies, data policies, UI action, Scripts, Business rules, Tables in Service Now
Service Desk and Network Command Center Operations : Managed Service desk and network operations within a command center (team size - 50+), monitoring critical systems to maintain high availability and performance
Automation penetration : Worked with development teams for successful implement of GenAI chatbots, script based RPA thereby reducing ~22% ticket volumes