Rupsa Saha
Kolkata
Summary
Accomplished Technical Lead with expertise in knowledge management and client relations at Cognizant Technology Solutions. Spearheaded initiatives to enhance service delivery, achieving a 20% improvement in efficiency. Proficient in dashboard monitoring and fostering a collaborative culture, driving organizational success through strategic knowledge sharing and timely project execution.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Lead- Knowledge Manager
Cognizant Technology Solutions
08.2023 - Current
- Responsible for end-to-end process Workflow for Knowledge Management.
- Acting as a governing body and defining process and operation workflow for all Business Units within the organization related to knowledge.
- Develop and implement a knowledge management strategy aligned with business goals.
- Identify critical knowledge areas and ensure they are documented and preserved.
- Standardize documentation practices to ensure consistency and accessibility.
- Driving Weekly Client calls with Stakeholders and Tower Leads to highlight key points that can improve Service Delivery and pitching new ideas that can improve efficiency and maintaining Knowledge Database.
- Standardize documentation practices to ensure consistency and accessibility.
- Working on creating Knowledge Articles for all towers, managing the articles and updating them from time to time.
- Promote a knowledge-sharing culture across departments.
- Facilitate workshops, training, and mentoring to encourage collaboration.
- Establish policies for data security, accuracy, and compliance.
- Monitor usage and update content to keep information relevant.
- Measure the impact of knowledge management initiatives using KPIs.
- Gather feedback and refine processes to maximize organizational learning.
- Generating weekly and monthly reports and sharing it with Client and relevant teams as and when required.
Technical Lead- End User Support & Knowledge Manager
Cognizant Technology Solutions
12.2018 - 08.2023
- Working on Backlog Tickets and providing resolution to user within SLA.
- Setting Team Hurdles to discuss on any process change, Basic Ticket Hygiene, RCA of any escalation and means to attain continuous improvement in the process.
- Ensuring FCR of logged in Tickets, Minimum diversion of tickets to other teams unless necessary.
- Ensuring everyone is making use of the Knowledge Articles provided by the organization.
- Driving Weekly Client calls with Stakeholders and Tower Leads to highlight key points that can improve Service Delivery and pitching new ideas that can improve efficiency and maintaining Knowledge Database.
- Ensuring Knowledge Articles are up-to date. Upon any changes in ongoing process, we go ahead and work with the technical teams (UNIX, Wintel, Network, Service Desk, Mainframe, AHS and etc.) and edit Knowledge Base articles and then upload the KB in ServiceNow post approval from stakeholder.
- Ensuring to consult Expertise team/Person before handling with complex queries for proper resolution.
- Training & assisting new recruits and handover with product and process knowledge.
- Following ITIL infrastructure while creating assigning and resolving tickets.
Network Planner
British Telecom GBS
06.2016 - 12.2018
- Offered troubleshooting of proposed designs, discerning potential weaknesses and suggesting remediation possibilities.
- Creating job document for Field engineers to work on, which included civil structures, wiring of cables and installation of various equipment from exchange to end user premises for network connection in entire UK (specially newly constructed areas).
- Taking up initiative to introduce calls with the stakeholders and contractors to benefit the project.
Education
B.Tech. - Computer Science & Engineering
Calcutta Institute of Engineering and Management
CalcuttaSkills
- Knowledge management
- Client management
- Dashboard monitoring
- Timely delivery
Certification
- Linux Administrator
- C#.net
- Advanced Java
Disclaimer
I do hereby declare that the above information about me is true to the best of my knowledge, and I am responsible for the accuracy.
Languages
- Bengali
- Hindi
- English
- Bengali
Extra Responsibilities
- Training & assisting new recruits and handover with product and process knowledge.
- Taking up initiative to introduce weekly calls with the stakeholders and Management to benefit the project.
Timeline
Technical Lead- Knowledge Manager
Cognizant Technology Solutions
08.2023 - Current
Technical Lead- End User Support & Knowledge Manager
Cognizant Technology Solutions
12.2018 - 08.2023
Network Planner
British Telecom GBS
06.2016 - 12.2018
B.Tech. - Computer Science & Engineering
Calcutta Institute of Engineering and Management