SAYAN KUMAR CHANDA
Kolkata
Summary
Strategic Incident & Major Incident Manager with 11 years of experience managing critical network and security incidents in global telecom environments. Led P1/P2 war rooms to ensure rapid service restoration and SLA compliance. Expertise in Problem Management and Change Management, including RCA, trend analysis, and risk assessment. Proficient in SD-WAN, Palo Alto firewalls, and ITIL-based service operations, emphasizing reduced downtime and enhanced service stability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Incident Management Professional
British Telecom Pvt. Ltd.
08.2022 - Current
- Lead Major Incident (P1/P2) war rooms, coordinating cross-functional teams (Network, Security, Infrastructure, Vendors) to restore services within SLA timelines
- Act as the single point of contact during critical outages, providing real-time updates to senior leadership and stakeholders
- Manage end-to-end incident lifecycle including detection, prioritization, escalation, troubleshooting, and resolution
- Ensure >99% SLA compliance by driving timely resolution and proactive incident handling
- Reduce MTTR (Mean Time to Resolution) through structured escalation and response frameworks
- Conduct Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) to identify recurring issues and implement preventive measures
- Perform incident trend analysis, enabling proactive identification of problem areas and long-term fixes
- Participate in Change Advisory Board (CAB) discussions, performing risk and impact assessments for planned changes
- Ensure change validation, rollback planning, and minimal service impact during implementation
- Collaborate with third-party vendors to resolve escalated issues and ensure service continuity
- Provide regular dashboards and reports to leadership on incident metrics and performance
Business Process Lead
Tata Consultancy Services Ltd.
07.2018 - 08.2022
- Managed end-to-end incident management operations for network and security environments
- Led troubleshooting bridges and coordinated with executive stakeholders and vendors during major outages
- Ensured timely communication and escalated high-priority incidents to minimize service disruption
- Focused on minimizing customer impact duration and enhancing incident resolution processes
- Conducted RCA and implemented corrective actions to eliminate recurrence of incidents
- Maintained strict adherence to ITIL processes and SLA commitments
Network Support Engineer
British Telecom Pvt. Ltd.
11.2016 - 07.2018
- Monitored and managed global network infrastructure (LAN/WAN/Security) for 2000+ customers
- Managed P1/P2 incidents, delivering timely updates and achieving resolution within SLA
- Executed network troubleshooting with Ping, Traceroute, and diagnostic tools to resolve issues
- Produced incident logs, reports, and customer communication (KCI updates) to maintain transparency
Senior Service Desk Engineer
CMS IT Services Pvt. Ltd.
01.2016 - 10.2016
- Delivered technical support through service desk, enhancing incident management efficiency.
- Attended to all incidents related to routers and switches, ensuring swift resolution.
- Collaborated with field technicians, ISPs, and vendors during on-site troubleshooting efforts.
- Verified user connectivity issues through ping, traceroute, ipconfig, and URL checks.
- Troubleshot hardware and networking issues of routers to restore functionality.
Engineer
GI Staffing Services Pvt. Ltd.
10.2015 - 01.2016
- Supervised technical support for commissioning integration and acceptance testing of BSS network elements.
- Coordinated daily with vendors and IMS to validate resource availability on-site.
- Ensured alignment with plans for BSS network elements at Huawei Telecommunications (India) Co. Pvt. Ltd.
Consultant
ManpowerGroup Services India Pvt. Ltd.
05.2014 - 10.2015
- Worked at Ericsson India Global Services G-NOC, handling alarm monitoring and fault management for Mobile NSS, BSS, IP Data, and other network nodes, with a key focus on proactive Incident Management and service restoration.
- Executed complete documentation processes, including trouble ticket generation and issue validation using SolarWinds SAM.
- Handled activities related to BSC, RNC, Node B, eNodeB, MSC, MGW, HLR, STP, and routers.
- Cleared first-level network faults utilizing ALV Winfiol command handling tool and PuTTY.
- Performed fault rectification tasks such as halt/unhalt and reset/block operations.
- Collaborated with cross-functional teams to ensure effective resolution of network issues.
- Maintained comprehensive records of incidents and resolutions for future reference.
Education
B.Tech - Electronics & Communication Engineering
WBUT
01-2013
Diploma - Electronics & Telecommunication Engineering
WBSCTE
01-2010
Skills
- Incident Management (ITIL Framework)
- Major Incident Management (MIM / War Room Leadership)
- Incident Escalation & Resolution
- SLA & KPI Management
- Stakeholder & Executive Communication
- Root Cause Analysis (RCA) & Post-Incident Reviews (PIR)
- Problem Trend Analysis & Preventive Actions
- Change Management & Risk Assessment
- Change Advisory Board (CAB) Coordination
- Impact Analysis & Rollback Planning
- SD-WAN (Cisco Viptela)
- Palo Alto Firewalls
- Network & Security Incident Handling
- Tools: ServiceNow, Remedy, SevOne, SolarWinds, vManage
Certification
- ITIL Foundation (ITIL v4) - GR671645801SC
- CCNA (Cisco Certified Network Associate) - CSCO13330971
Hobbies and Interests
- Cricket
- Gaming
- Carrom
Languages
- English
- Hindi
- Bengali
Key Highlights
- 11+ years of experience in Incident & Major Incident Management
- Strong expertise in network/security incident handling (SD-WAN, Firewalls)
- Proven ability to manage high-pressure situations and critical outages
- Skilled in Problem Management & Change Management processes
- Excellent stakeholder communication and leadership skills
Timeline
Incident Management Professional
British Telecom Pvt. Ltd.
08.2022 - Current
Business Process Lead
Tata Consultancy Services Ltd.
07.2018 - 08.2022
Network Support Engineer
British Telecom Pvt. Ltd.
11.2016 - 07.2018
Senior Service Desk Engineer
CMS IT Services Pvt. Ltd.
01.2016 - 10.2016
Engineer
GI Staffing Services Pvt. Ltd.
10.2015 - 01.2016
Consultant
ManpowerGroup Services India Pvt. Ltd.
05.2014 - 10.2015
B.Tech - Electronics & Communication Engineering
WBUT
Diploma - Electronics & Telecommunication Engineering
WBSCTE