Riya Chanda Mukherjee

• Lead a team of 10 in managing Incident, Problem, Change, knowledge and Major Incident processes
• Manage end-to-end Change Management lifecycle, including CAB approvals and implementation
• Drive incident resolution and reduce recurring issues through RCA and trend analysis
• Improved knowledge management by creating KB articles, reducing resolution time
• Ensure SOX compliance through proper documentation and audit readiness
• Prepare executive reports on incident trends, KPIs, and service improvements
• Support disaster recovery planning and incident readiness exercises
• Reduced MTTR by 20%
• Handled 50+ P1 incidents/month
• Improved SLA compliance from 92% → 99%

• Maintained 100% SLA compliance by optimizing ticket routing and prioritization
• Acted as primary escalation point for critical incidents and VIP users
• Managed Knowledge Base across applications, improving issue resolution efficiency
• Led governance calls with stakeholders and presented performance dashboards
• Supervised 24x7 service desk operations including staffing and workload planning
• Conducted training programs to improve team productivity and onboarding

• Managed incident queues and ensured timely resolution of service requests
• Led shift operations including staffing, scheduling, and performance tracking
• Collaborated with MIM teams during outages to restore services quickly
• Reduced ticket backlog through proactive monitoring and follow-ups
• Delivered training and floor support for technical issue resolution

Service Desk Support (Earlier Role)

• Provided L1/L2 support for enterprise users via ServiceNow, chat, and calls
• Resolved issues related to Active Directory, Office 365, and enterprise tools
• Ensured accurate ticket documentation and proper escalation