Soumika Adhikary
Incident Manager
Kolkata
Summary
Professional with strong experience in managing IT incidents and ensuring business continuity. Skilled in problem-solving, crisis management, and communication. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in ITIL frameworks, root cause analysis, and stakeholder engagement. Reliable, strategic thinker with proactive approach to incident resolution.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Incident Manager(Amazon Payments Services)
Ienergizer Services Pvt Ltd.
08.2024 - Current
- Communicated with clients such as Dubai International Bank, First Abu Dhabi Bank, Saudi National Bank, National Bank of Egypt, and other major banks in Dubai and Egypt, and informed stakeholders about ongoing planned maintenance and incidents.
- Configuration of Amazon CloudWatch alarms and Amazon EventBridge events to create incidents when conditions or changes that affect AWS resources are detected.
- Providing automated plans for efficiently engaging the people responsible for responding to incidents.
- Fetched out Impacted Transactions from Hubble, prepared WBR reports.
- Preparing response plans, detection of incidents, automation runbook support, engagement of team members, and escalation wherever required.
- Incident diagnosis, active collaboration, and noting down findings during the incident, thus assisting the post-incident analysis.
MIM Analyst (Greater Toronto Airport Authorities)
Wipro
03.2023 - 07.2024
- Successfully managed and resolved 100 MIM incidents with strict SLA timelines, ensuring minimal impact on business operations.
- Implemented proactive measures to reduce MI by 20% through root cause analysis and preventive action planning.
- Conduct post-mortems and retrospectives after each major incident, and create Post-Incident Review (PIR) reports.
- Monitor aging problems and associated countermeasures, follow up with teams, escalate as needed, and ensure timely completion.
- Once countermeasures are implemented, validate that the problem is resolved, and conduct a root cause analysis.
- Engaging in War rooms, Interacting with different teams from monitoring, tech, networking, Cyber etc
Incident Management Specialist
Pcs Consultants
08.2021 - 02.2023
- Owned and led Problem Records throughout their lifecycle, driving investigation, root cause analysis (RCA), and implementation.
- Oversaw daily operations within the Problem Management process, ensuring compliance with ITIL best practices and governance.
- Reduced error volume in production environments by reinforcing adherence to Change and Release Management procedures.
- Assessed and prioritized problem records for escalation, ensuring timely engagement of cross-functional teams and resolution d
- Provided mentoring and training to new team members, fostering knowledge sharing and strengthening team capabilities.
- Designed tooling improvement initiatives and translated them into actionable business requirements for development teams.
- Reviewed and analyzed historical RCA data to identify incident trends and recommend system/process improvements.
- Participated in Daily Status Reviews post-major incidents to ensure accurate documentation of impact, root cause, and next step
- Performed key operational duties aligned with audit compliance requirements and internal control standards.
- Contributed to the continuous improvement of the Problem Management process, enhancing communication and reducing issue
- Managed data quality corrections, generated post-mortem reports, and maintained Problem records for critical IT/business service
- Produced and distributed comprehensive reports for ongoing Problem Management analysis and executive insights.
Education
Bachelors in Computer Science -
T.I.U.
Kolkata, India01.2022
Highschool diploma in H.S. - undefined
I.C.S.
Dhanbad, India01.2019
Highschool diploma in Secondary Education - undefined
I.C.S.E.
Dhanbad, India01.2017
Skills
Programming Languages C, Java, Python
Additional Information
Ticketing tools like SIM, JIRA, Servicenow and Zendesk.
Timeline
Incident Manager(Amazon Payments Services)
Ienergizer Services Pvt Ltd.
08.2024 - Current
MIM Analyst (Greater Toronto Airport Authorities)
Wipro
03.2023 - 07.2024
Incident Management Specialist
Pcs Consultants
08.2021 - 02.2023
Highschool diploma in H.S. - undefined
I.C.S.
Highschool diploma in Secondary Education - undefined
I.C.S.E.
Bachelors in Computer Science -
T.I.U.