Visio , Excel , Word , Powerpoint
Saismita Das
IT Support
Bengaluru
Work Preference
Summary
Results-driven ITSM Process Specialist with 5+ years in IT Service Management, focusing on ITIL processes such as Incident, Problem, and Change Management. Expertise in service delivery, major incident resolution, and continuous improvement. Proficient in leveraging ITSM tools like ServiceNow and KACE for effective governance and reporting. Committed to enhancing service quality and aligning IT services with business objectives.
Overview
3
3
Languages
5
5
Certifications
6
6
years of professional experience
Work History
Senior Engineer
Wissen Infotech
09.2021 - Current
- Incident Management
- Managed end-to-end incident lifecycle under ITIL framework, ensuring timely prioritization, escalation, and resolution while consistently meeting SLA/KPI targets.
- Led major incident bridges, coordinating with cross-functional technical teams and stakeholders to drive quick restoration of services and minimize business impact.
- Investigated security alerts and supported incident response by identifying, containing, and assisting in remediation of cybersecurity incidents.
- Ensured clear, timely, and consistent communication with stakeholders throughout incident lifecycle, improving transparency and customer satisfaction.
- ITSM Process & Governance
- Demonstrated strong expertise in Incident, Problem, and Change Management processes aligned with ITIL best practices.
- Facilitated CAB meetings to review, assess, and approve changes, ensuring minimal risk and service disruption.
- Led governance forums including Aging Reviews, SLA reviews, and Problem Review meetings to ensure process compliance and service excellence.
- Problem Management & Continuous Improvement
- Conducted Root Cause Analysis (RCA) for recurring incidents and major outages, implementing corrective actions to reduce repeat incidents.
- Conducted trend analysis on incident data to identify improvement areas, driving proactive problem management initiatives that enhanced service reliability.
- Maintained SOPs and knowledge base articles to improve operational efficiency and facilitate self-service capabilities for users.
- Service Level & Reporting
- Monitored service performance against SLAs ensuring high service availability and reliability.
- Delivered operational and executive-level reports providing actionable insights into KPIs, service health, and risks to support informed decision-making.
- ServiceNow & Tools
- Utilized ITSM tools such as ServiceNow (SNOW) for incident tracking, request fulfillment, and workflow automation.
- Assisted in designing detection queries, analytics, and automation workflows to improve incident identification and response efficiency.
- Created dashboards and queries on ServiceNow to enhance data visibility.
- Stakeholder & Team Collaboration
- Collaborated with cross-functional teams and business stakeholders to effectively respond to incidents and align IT services with business needs.
- Built strong client relationships, managed expectations, and provided effective communication during critical situations.
- Acted as a proactive team player, mentoring team members and driving enthusiasm and continuous improvement initiatives.
Service Desk Engineer
INTERTEC SOFTWARES PVT LTD
03.2020 - 09.2021
- Delivered first-level technical support via phone, email, and remote assistance tools.
- Diagnosed and resolved hardware, software, and network issues including desktops and printers.
- Created and tracked tickets for email, Wi-Fi, and network connectivity issues, ensuring timely resolution.
- Coordinated with technical teams to minimize downtime, facilitating faster incident resolution.
- Managed user accounts and mailboxes in Exchange Server.
- Participated in Major Incident bridge calls, providing clear updates to end-users and improving communication.
Education
B. Tech - Mechanical Engineering
ITER
Odisha01-2017
Diploma - Plastic Engineering
CIPET
Odisha01-2013
Skills
IT Service Management (ITSM)
Accomplishments
- Employee of the Month Awarded multiple times at Wissen Infotech for outstanding customer service.
- Improved ticket resolution efficiency by streamlining support workflows.
- Resolved a critical production issue within one hour, preventing major business disruption.
Certification
ITIL 5 Foundation – In progress
Declaration
I hereby declare that the information furnished above is true to the best of my knowledge, and I am also confident of my ability to work in a team.
Additional information
- Date of Birth: 01/05/1992
- Gender: Female
- Marital Status: Married
Learning New software
Recently learnt Microsoft Visio to prepare workflow .
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Reality is nothing but a collective hunch.
Lily Tomlin and Jane Wagner
Software
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Interests
Reading Books
Timeline
Senior Engineer
Wissen Infotech
09.2021 - Current
Service Desk Engineer
INTERTEC SOFTWARES PVT LTD
03.2020 - 09.2021
Diploma - Plastic Engineering
CIPET
B. Tech - Mechanical Engineering
ITER