Sandhya Singh
Kolkata
Summary
Dynamic Incident Manager with extensive experience at Cognizant Technology Solutions, excelling in crisis management and root cause analysis. Proven track record in prioritizing problems and engaging stakeholders effectively, ensuring SLA compliance and driving incident resolution. Recognized for enhancing team performance through strategic decision-making and exceptional communication skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Incident Manager
Cognizant Technology Solutions
04.2023 - Current
- Incident Detection and Logging: Ensuring incidents are identified promptly and recorded accurately in the incident management system
- Prioritization and Resource Allocation: Assessing the severity of incidents and allocating resources to ensure swift resolution
- Incident Resolution Coordination: Leading the team to resolve incidents, communicating updates to stakeholders, and ensuring progress is tracked
- Post-Incident Review and Prevention: Conducting reviews to analyse root causes and implementing measures to prevent recurrence
Problem Manager
Cognizant Technology Solutions
08.2021 - 04.2023
- Problem Detection and Logging: Identifying and recording problems through trend analysis and incident reviews
- Classification and Prioritization: Assigning priority levels to problems based on their impact and urgency
- Root Cause Analysis: Conducting in-depth investigations to uncover the primary causes of problems
Incident Manager
Cognizant Technology Solutions
03.2018 - 08.2021
- Interface with leads and managers – work to develop strategic relationships with key partners outside of major incidents
- Manager Escalations – provide first point of escalation within the team
- Ability to work effectively in a team environment
- Strong Customer Service approach to dealing with all peoples at all levels both Internal and External
- Working with Problem Management team and approving Root Cause Analysis provided by the Resolver Teams
- Assessed incident priority based upon impact to business and escalated issues as necessary
Associate
Deloitte
04.2017 - 03.2018
- Single Point of Contact for query resolution of stakeholders
- Assisting on SharePoint issue
- Insightful exposure to IT Management, Delivery Management
- Expertise in Service Level Management and Task force activities like Escalation Management
- Result driven and focused with immaculate work habits, excellent People-management, time management and leadership skills
- Handling and supporting on more than 200 applications
L2 Technical Support
Unisys Global Services India
11.2015 - 04.2017
- Classifying the Issue as Major Incident, Incident, service request, Event
- Classifying the device to be trouble shooting (LAN, Wan, security solution, IP Phones & other Network Integrity Devices)
- Major Goal of the team is to drive SLA (Labor and Spare on site) Remote Support
- Progress monitoring end to end
- Client Communication, escalation and Complaint handling, Technical assistance
- Diagnose and analyze issue
- Provide client support and technical issue resolution via E-Mail, phone and other electronic medium
Sr. Technical Analyst and Quality Auditor
Wipro BPS
09.2013 - 10.2015
- Responsible for Quality audit, being a member of the pilot batch of Openreach and upgraded to Level 2 complain queue support
- Responsible for auditing tickets and checking documentation of tickets and also enhancing team scores based on Parameters
- Evaluating 3-4-5 Calls per CCE /week and giving regular feedback
- Documentation of Feedbacks given as per company norms
- Conducting Surprise Floor Audits on Process Updates and on compliance
Education
M.A - English
Rabindra Bharati University
01.2011
B.A - English
Calcutta University
01.2008
Higher Secondary - Humanities
01.2005
Skills
- Incident Coordination
- Crisis Management
- Root Cause Analysis
- ITIL Framework
- Service Level Agreement (SLA) Compliance
- Communication and Reporting
- Problem Prioritization
- Time Management
- Stakeholder Engagement
- Decision-Making Under Pressure
Certification
ITIL V4
Accomplishments
- Reduced Incident Resolution Time: Successfully implemented process improvements and automated monitoring tools, leading to a 25% reduction in average incident resolution time, enhancing operational efficiency and minimizing downtime.
- Enhanced SLA Compliance: Improved adherence to Service Level Agreements (SLAs) by creating a robust escalation protocol, achieving a 98% SLA compliance rate over a one-year period.
- Proactive Incident Prevention: Developed and rolled out a proactive monitoring strategy that identified 30 potential issues before they became critical incidents.
Personal Information
- Date of Birth: 05/03/88
- Nationality: Indian
- Marital Status: Married
Timeline
Incident Manager
Cognizant Technology Solutions
04.2023 - Current
Problem Manager
Cognizant Technology Solutions
08.2021 - 04.2023
Incident Manager
Cognizant Technology Solutions
03.2018 - 08.2021
Associate
Deloitte
04.2017 - 03.2018
L2 Technical Support
Unisys Global Services India
11.2015 - 04.2017
Sr. Technical Analyst and Quality Auditor
Wipro BPS
09.2013 - 10.2015
M.A - English
Rabindra Bharati University
B.A - English
Calcutta University
Higher Secondary - Humanities
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