Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Projects
Languages
Personal Information
Timeline
Generic

Subhadip Ghosh

HYDERABAD

Summary

Dynamic Senior Engineer with expertise in incident and escalation management at Genpact. Proven track record in major incident resolution and process improvement, leveraging skills in Azure cloud services and ITIL frameworks. Adept at collaborating with cross-functional teams to enhance customer experience and drive strategic recommendations for systemic issues.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Engineer

Genpact
07.2015 - 09.2024
  • AD provisioning and Implement Azure Multifactor Authentication.
  • Working Desktop Support L2 expertise in Intune and Sccm Incident.
  • Reported and escalated efforts to resolve complex.
  • Provided process improvement recommendations for improving customer experience and work migration project.
  • Analysed escalation trends and produce strategic recommendations to proactively addressed systemic issues.
  • Reviewed and refined Escalation Management process, protocols, dashboards and run books.
  • Ensure all Service Level Agreements (SLAs) are met.
  • Created and implemented workflows and mechanisms for worker hotline escalations across suppliers.
  • Managed all escalations, responded and engaged on critical issues that are time-sensitive.
  • Consulted and collaborated with business partners, and Legal teams to escalate issues.
  • Knowledge in Automation (RPA-Uipath & Blueprism) and Automated Excel project.
  • Act as a liaison between external clients and internal departments including Account Management, Operations, and Development teams.
  • Work with Citrix XenDesktop, Azure Vitual desktop, Oracle Hyperion, Salesforce, SAP basic and Workday.
  • Work with Six sigma and Lean process.
  • Handel IT provisioning, RCA and IT assets management.
  • Monitoring BAU incidents to KPI and OLA are met.
  • Co-working on P1 & P2 Incidents with the End User Technical track team members.
  • Maintaining awareness of all End User Incidents.
  • Acting as escalation point for any technical issues with End User incidents for the Event Monitoring team.
  • Created Knowledge base document.
  • Expertise in ticketing tool implements ServiceNow and Ms Dynamic 365.
  • Using SolarWinds tools Service desk and PoS machine.

Technical engineer

Renovision automation limited
12.2012 - 07.2015
  • Utilized ITSM ticketing tools such as BMC Remedy, HP Service Centre, and Wipro Call Log for efficient ticket management.
  • Coordinated with field L1 engineers to ensure seamless resolution of incidents.
  • Scheduled and managed incidents to meet service level agreements.
  • Demonstrated expertise in Active Directory for efficient user management.
  • Provided remote support for laptop, desktop, and printer issues, ensuring minimal downtime.
  • Offered client application support to ensure smooth functioning of essential software.
  • Maintained SLAs to ensure timely resolution of issues.

Associate

Tech Mahindra Limited
11.2011 - 11.2012
  • Managed all technical calls via phone, ensuring prompt resolution and professional customer service.
  • Performed manual setting online in Ota and non-Ota support handsets, ensuring seamless operation.
  • Handled 3G and 2G related calls, resolving technical issues and providing technical support to customers.
  • Generated daily reports to track and analyze technical support activities and customer issues.
  • Addressed data-related issues, resolved dial-up and Wi-Fi configuration problems, ensuring smooth connectivity for users.
  • Provided data services to smartphone clients, ensuring efficient and reliable data connectivity.

Education

PG Diploma -

Computers
01.2011

GED -

Annada College
01.2008

Skills

  • Incident and escalation management
  • Major incident resolution
  • Problem solving
  • Active Directory administration
  • Cloud services (Azure and AWS)
  • ITIL framework expertise
  • Salesforce administration
  • SQL database management
  • ServiceNow (SNOW) proficiency
  • Technical leadership
  • Project management (JIRA)
  • Data visualization (Power BI)
  • Device management (Intune and SCCM)
  • Citrix XenApp administration

Certification

  • Lean and Six Sigma tested
  • Uipath
  • Mcitp
  • ITIL service management

Hobbies and Interests

  • Travelling
  • Reading Business News

Projects

Process Improvement, 8 Months, Implemented an innovative process improvement initiative, resulting in a 20% increase in operational efficiency. Process Improvement Project, Led a project focused on process improvement, delivering a 15% reduction in production costs. Process Optimization, Utilized Six Sigma methodologies to optimize processes, leading to a 25% enhancement in overall quality.

Languages

  • Hindi
  • English

Personal Information

  • Total Experience: 12 Years
  • Gender: Male

Timeline

Senior Engineer

Genpact
07.2015 - 09.2024

Technical engineer

Renovision automation limited
12.2012 - 07.2015

Associate

Tech Mahindra Limited
11.2011 - 11.2012

PG Diploma -

Computers

GED -

Annada College

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Subhadip Ghosh