Shweta Roy Chowdhury

Change Management
Incident Management
Problem Management
Release Management
Service Request Management
Service Delivery Management

Results-driven IT professional with notable success in planning, analysis, and implementation of security initiatives with experience of 12+ years. Strengths in providing comprehensive network design and security frameworks. Certified in ITIL Foundation Certificate in IT Service Management.
Tools on which worked: Salesforce, Jira, Tableau, Citrix, Ticketing Tool ITSM, BMC Remedy, Genesys, SaaS and ServiceNow

• Initiate and facilitate the following ITIL processes: Incident Management, Request fulfillment, Access Management, Problem Management, and Knowledge Management
• Provide technical support involving desktop, laptop, handheld devices, network hardware, or network services
• Provide escalated support for enterprise applications and network-related issues

• Working closely with Problem/Change Management, and technical and business groups to improve our maturity levels and adoption of Incident Management processes.
• Provide Incident Management reporting to executive management teams and leaders.
• Acts as Lead Incident Manager (LIM) of incidents and leads cross-functional, international project teams for the management of high-risk incidents.
• Ensure proper tracking and documentation of the incident, and provide regular updates to GISO, Head of Security IT, and all managers in charge.
• Assist teams in maintaining industry best practice framework, process, and tool knowledge.
• Undertake and provide Post Incident Reviews (PIR)or Root Cause Analysis (RCA) for major incidents with a focus on identifying process or operational improvements.
• Develop recommendations and implement improvements to established incident management methodologies.
• Provide Management reporting on Incident Metrics and Incident Management performance
• Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects.

• Maintaining awareness of all kinds of Incidents.
• Accountable for performance standards within the Incident team
• Acting as an escalation point for any issues relating to the Area Incident team
• Provide all users with value-added technical insights in areas of functional expertise
• Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue
• Lead day-to-day operational activities in the Incident Management Team
• Drive efficiency and effectiveness of the incident management process
• Ensure that the team undertakes all Incident Management activities to agreed standards
• Ensure that the project is on time and meets the customer’s specifications

● Coordinate cross-department communications when required to assist in resolution of Incidents/Problems/ Changes.
● Follow up on any Delivery Team gaps on the Bridge. Follow-up on escalations and issue tracking.
● Ensure that the correct technical teams are engaged, and proper focus Is paid to outages and recovery.
● Coordinating Incident Bridge calls for quick and prompt resolutions.
● Coordinating with clients for issues through Voice and Data.
● Send Alert notifications to the Site Support and the Monitoring teams about any network-related issues.
● Contact the internal helpdesk for any issues related.
● Creating tickets for External Vendors for any hardware replacement on servers.
● Accountable and responsible for resolution of tickets related to Customer queries.
● Managed a team of 5 associates and was involved in submitting the H1 review on the HR portal tool Cascade.

● Mastered working in the GENESYS environment and successfully implemented it with the team. Using Genesys Web Call-back, Genesys Voice Platform, and Email Platform.
● Taking care of Incident Management and Change Management resolving them on a priority basis.
● Mastered working in Citrix, Ticketing Tool ITSM, BMC Remedy, and Genesys.
● Taking escalations for resolving critical issues.
● Doing software testing of BSNL/ MTNL/ TATA Communication/ BHARTI/ RAILTEL/ RELIANCE/ BEL / UNITECH along with global companies like Orange, AT&T Deutsche Telekom Etc. Products/Part code on provided system-generated coding and encryption.
● Efficiently interacting with the Clients.
● Managing the back office and administration for the Global Welcome Centre Department.
● Actively involved in maintaining the accuracy of documentation, KPI Reports, etc.
● Make sure that RCA of a problem is being provided by the competency.
● Coordinate and facilitate problem resolution by engaging a variety of Support teams.
● Escalating issues for resolution, to avoid reoccurrence or close problems.
● Facilitate communication with clients, team members, suppliers, etc. to
● Ensure the actions and changes which may affect them are known.