Somdatta Guha

• Contract Management - SOW Review, SLA baseline proposals, contractual compliance.
  ▪ Transition management - Process Design, Effectiveness, Risk governance and mitigation
  ▪ Audit experience :
• Enabled team for external audits like ISO 20k audits, CMMI etc.
• Conducted Engagement health, Service excellence, process health assessments.
  ▪ Customer Experience Management – Voice of customer,
  Escalation control, PCSAT coverage and remediation
  ▪ Risk Management - Risk Discovery, Management and
  Governance
  ▪ Continual Service Improvement & Innovation – Lean &
  Automation, Cost Of Delivery reduction, Value creation,
  Performance improvement etc.
• Process Alignment: · Responsible for managing IT processes in accordance to Service Management model based on ITIL best practices and therefore maintain, improve, integrate, measure, and report on operational processes performance of the account
• Conducted interim sessions with customers to increase satisfaction by effectively addressing queries, identifying potential grievances , thereby, establishing improved relationships and loyalty.

Incident Coordinator

• Drive the incidents raised to resolution through support engagement.
• Checking for SLA breach.
• Weekly call for ticket update.
• Developing and maintaining incident management systems and processes.
• Make recommendations for service process improvement plans.

Major Incident Management

• Driving an incident to resolution through support engagement utilizing on call schedule
• Documenting key actions and events during the bridge call.
• Ensure proper escalation procedures are followed and correct support teams are engaged
• Provide leadership and guidance to the coordinators
• Notification to senior leadership of current status and impact to customer.
• Keep Check of the response and resolution SLA.
• Raise Problem ticket once incident is resolved to get root cause of the issue.

Problem management

• Checking the ticket hygiene of all problem tickets and keeping track of updates.
• Identify the underlying root cause of problems
• Proactively monitor outstanding problems and their status to facilitate introduction of corrective measures.
• Schedule weekly calls for ticket update and next course of action.
• Ad hoc call for long pending problem tickets.
• Involve responsible teams to resolve the problem ticket.
• Good critical thinking and analysis skills, problem solving capacities
• Establish and manage process performance objectives and take responsibility for the end-to-end performance.
• Work with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvements.
• Establish strong working relationships with business Service Managers, Service owners and wider business stakeholders to drive service improvement.

• Primary role was leading two teams, which includes looking into on-time delivery, quality of work, professionalism of team members, discipline, profit calculations, demand forecasting, various analytical report preparations besides others.
• Working as the project PMO with knowledge on Microsoft Excel, PowerPoint, Word etc.
• Acting as the knowledge manager of the team, with in depth knowledge about creation of knowledge articles, knowledge library etc.
• Profound reporting experience with handling and analyzing project and operations related data with knowledge of the reporting consoles of ITSM and Service now.
• Working as the SME for multiple projects.
• Providing primary and secondary level technical support to client users.
• Having in-depth knowledge of tools like ITSM, BMC Remedy, SNOW tools.
• Coordination between clients and delivery teams.
• Handling team resource and performance data.
• Training New resources.
• Performing data and voice audits.
• Creation and updating of project documents /SOPs.
• Attending Conference Calls/Meetings with Clients, delivery teams and Managers.
• Coordinate monthly business reviews with internal management.
• Handling team performance data,SLA/KPI Data,MTTR.
• Lean trained and participated in a Lean implementation program.
• Implemented QMS guidelines in the project.

Key Responsibilities:

· Analyzing Data Forms or proposal regarding any new business and service issued by company.

· Maintain Data sheet regarding these online mails or proposal from customer and provide information to client.