TANMOY KAR
Siliguri,West Bengal
Summary
Experienced Service Desk L3 & NOC Analyst specializing in incident management and SLA governance. Led critical P1 escalations and mentored junior engineers while optimizing operational efficiency and client satisfaction. Skilled in ServiceNow and Nagios XI, with hands-on experience in network security, troubleshooting, and system performance enhancement.
Overview
3
3
Languages
1
1
Certification
7
7
years of professional experience
Work History
Service Desk L3 & NOC Analyst
Calance Software Pvt. Ltd.
Gurgaon
05.2023 - Current
- Lead Level 3 troubleshooting and response coordination for critical P1 incidents, partnering with onshore teams and cross-functional resolver groups to minimize MTTR.
- Driven end-to-end incident, service request, and escalation management via ServiceNow and Jira Service Management across multi-client environments.
- Led shift in-charge for 24/7 service desk operations, delegated ticket queues, monitored SLA thresholds, and managed shift handover reporting.
- Monitored server infrastructure and network nodes using Nagios XI and Uptime; investigated proactive alerts to resolve infrastructure issues, which prevented end-user disruption.
- Administer enterprise Active Directory, troubleshooting complex authentication, account permissions, and security group assignment.
- Mentored junior support engineers, calibrated processes, and generated weekly operational SLA metric reviews for service delivery leadership.
Service Desk Engineer
Avantha Technologies
Kolkata
07.2022 - 03.2023
- Managed incident triage and request lifecycles via ServiceNow, ensuring 95%+ SLA compliance for all assigned client accounts.
- Provided dedicated B2B enterprise service desk support, resolving network and hardware issues for workstations, laptops, POS systems, and network endpoints to ensure operational continuity.
- Managed user administration within Active Directory, executing secure credential changes and profile configurations to maintain system integrity and compliance.
- Investigated and escalated Event Monitoring incidents, facilitating swift handover to Tier-3 infrastructure and network engineering units to minimize downtime.
Senior Service Desk Assistant
Wipro
Kolkata
10.2019 - 10.2021
- Earned promotion directly to the Level 3 support queue based on top-tier resolution rates, diagnostic accuracy, and exceptional customer satisfaction ratings.
- Delivered omni-channel technical support and structured root-cause troubleshooting for enterprise software, systems, and network services, enhancing user experience and resolution efficiency.
- Authored and refined knowledge-base documentation for recurring technical defects, streamlining initial ticket triage process and reducing resolution time.
Education
B.A. (Honours) -
A.P.C. Roy Govt. College, University of North Bengal
01-2018
Skills
- Network monitoring
- Incident management
- Service desk management
- Network monitoring
- Event diagnosis
- Multi-channel support
- Event diagnosis
- Service desk management
Personal Information
Title: Service Desk L3 & NOC Analyst | IT Service Delivery & Operations
Certification
- AWS Certified Cloud Practitioner CLF-C02
- Microsoft Azure Fundamentals AZ-900
EDUCATION & LANGUAGES
Languages: English (Proficient), Bengali (Native), Hindi (Conversational)
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Native
Native
Timeline
Service Desk L3 & NOC Analyst
Calance Software Pvt. Ltd.
05.2023 - Current
Service Desk Engineer
Avantha Technologies
07.2022 - 03.2023
Senior Service Desk Assistant
Wipro
10.2019 - 10.2021
B.A. (Honours) -
A.P.C. Roy Govt. College, University of North Bengal