Open To Work
Sanjita Das
Bangalore
Summary
Dynamic Major Incident Manager with a proven track record at Accenture Solutions, excelling in incident lifecycle management and driving process improvements. Skilled in ServiceNow administration and adept at stakeholder communication, I deliver rapid resolutions and enhance operational efficiency, significantly reducing repeat incidents through insightful trend analysis.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Accenture Solutions Pvt. Ltd.
01.2021 - Current
- Act as escalation point for high-impact incidents and ensure timely leadership communication.
- Own end-to-end incident lifecycle: logging, triage, escalation, resolution, and closure.
- Facilitated bridge calls for P1–P4 incidents, ensuring effective communication and rapid resolution in a 24×7 Command Centre environment.
- Monitor and respond to alerts using ServiceNow; coordinate with resolver teams for rapid restoration.
- Maintained accurate incident records, ensuring adherence to SLA requirements.
- Supported Problem Management by initiating RCA, documenting known errors, and implementing preventive solutions to reduce future incidents.
- Provided incident trend analysis and insights, contributing to reduction of repeat issues.
- Participate in governance forums, incident reviews, and ITIL compliance initiatives.
- Drove automation and quality improvement initiatives, streamlining incident management processes for greater effectiveness.
Incident & Problem Manager
[24]7.ai
05.2018 - 01.2021
- Monitored and tracked major incidents from initiation to resolution, ensuring timely updates and minimizing disruption.
- Acted as primary contact for major incidents, facilitating clear stakeholder communication and alignment.
- Facilitated bridge calls, tracked action items, and minimized customer impact throughout incident resolution.
- Escalated incidents at risk of SLA breach and established clear escalation paths.
- Identified and implemented process improvements that streamlined incident and problem management.
- Managed Incident, Change, and Problem Management processes.
- Collaborated with R&D and support teams for cloud customer programs.
Technical Support Specialist
Hinduja Global Solutions Ltd.
02.2016 - 01.2018
- Provided backend technical support using ICRM, Salesforce, and Axiom software.
- Supported US/UK clients with online bookings and billing inquiries, resolving escalations to achieve satisfactory outcomes.
- Coordinated case flow and escalations, managing customer queries to streamline response time.
- Allocated and resolved faults within SLA, coordinating across DSL departments (MDF, NOC).
- Identified errors from L1 associates, mentoring teams to elevate service quality.
Education
B. Tech - CSE
Netaji Subhash Engineering College
Kolkata01-2015
Diploma - CSE
Women's Polytechnic Agartala
Agartala01-2012
Matriculation -
Kendriya Vidyalaya No.1 Kunjaban
Agartala01-2009
Skills
- Incident management
- ServiceNow administration
- Problem resolution
- Escalation procedures
- Trend analysis
- Process improvement
- Knowledge management
Certification
ITIL v4 Foundation (Level 4 Learning)
Accomplishments
- Awarded by Microsoft leadership for RCA accuracy.
- Game Changer Award for contract renewal contributions.
- Recognized as Best Critical Case Handle Champion and Best Everest Champion (FY’25 Q3).
- Promoted to Floor Supervisor, mentoring teams and monitoring performance.
- Co-created automated processes (e.g., birthday wishes system).
- Led the Moonshot Program to uplift mediocre performers, earning client appreciation.
- POC for labor report automation, saving time and reducing errors.
- Received the Top Gun Award for achieving targets with quality in April 2016 at HGS company.
- Received two appreciation emails from senior management and customers at Accenture in April 2021.
- Received the Best Team Member Award for Appellate in June 2017.
Hobbies and Interests
- Learning new technologies
- Employee engagement
Languages
- Bengali
- Hindi
- English
Personal Information
- Husband's Name: Rajat Banik
- Date of Birth: 09/01/91
- Nationality: Indian
- Marital Status: Married
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridSalary Range
₹199000/yr - ₹200000/yrTimeline
Major Incident Manager
Accenture Solutions Pvt. Ltd.
01.2021 - Current
Incident & Problem Manager
[24]7.ai
05.2018 - 01.2021
Technical Support Specialist
Hinduja Global Solutions Ltd.
02.2016 - 01.2018
B. Tech - CSE
Netaji Subhash Engineering College
Diploma - CSE
Women's Polytechnic Agartala
Matriculation -
Kendriya Vidyalaya No.1 Kunjaban