Tanushree Das

ITIL Specialist | Incident and Change Management | Service Delivery.

Key Responsibilities and Achievements:

• Major Incident Management and Stakeholder Coordination.
• Served as the central point of contact within the Major Incident Management (MIM) framework, leading the coordination of engineering teams and stakeholders during Severity 1 and 2 incidents.
• Guided technical teams during active incidents by facilitating real-time bridge calls, and ensuring business-critical incidents are prioritized as per SLA commitments.
• Orchestrated horizontal and vertical communications across technology and business units during major incidents, ensuring timely updates and service restoration.
• Conducted detailed technical triage and analysis to drive incident investigations and improve mean time to resolve (MTTR).
• Continuously monitored service health, and proactively informed engineering teams about impacted services and tenants.
• Collaborated with cross-functional teams to align incident response efforts with the nature and scale of the threat.
• Demonstrated leadership and critical thinking in resolving complex incidents, showcasing strong analytical and problem-solving abilities.
• Led monthly service failover drills, and hosted weekly Teams bridges to support Business Continuity Planning (BCP) initiatives.
• Translated business and stakeholder needs into actionable strategies, ensuring minimal disruption, and enhanced client satisfaction.
• Improved service restoration time through efficient escalation and coordination.
• Mentored team members on incident management techniques and process adherence.

Change Management Support and Governance:

• Provided end-to-end support for the Change Management process, ensuring compliance with organizational and ITIL standards.
• Reviewed change records for accuracy and adherence to process requirements; rejected non-compliant requests, and guided teams toward corrective action.
• Ensured all change requests received the necessary approvals prior to implementation, minimizing risk, and promoting accountability.
• Supported the preparation and facilitation of Change Advisory Board (CAB) meetings, contributing to risk assessment and implementation strategies.
• Collaborated with technical teams to identify and streamline low-risk, standard change types, improving overall change efficiency.
• Actively participated in prioritizing change requests aligned with organizational goals, and assisted in execution planning and documentation.
• Led knowledge-sharing sessions to upskill teams on process adherence, new tools, and technology adoption.

Root Cause Analysis and Continuous Improvement:

• Conducted thorough post-incident RCAs using the 5 Whys technique to identify underlying causes, prevent recurrence, and enhance service stability.
• Documented findings and collaborated with cross-functional teams to implement preventive measures aligned with ITIL continuous improvement practices.

• Detected incident patterns, engaged relevant teams, prioritized issues, and initiated bridge calls to ensure that the correct engineering resources were assigned, minimizing operational business impact.
• Managed stakeholder expectations through transparent communication and timely status updates, aligning project deliverables with business objectives.
• Took high-level ownership of the technical service restoration plan across vendor-delivered IT services, coordinating with Resolver Group Managers for P1 incidents.
• Directed technical restoration actions through email, messaging, and updates to P1 tickets within ITSM tools.
• Applied Agile methodologies within project teams, increasing adaptability and responsiveness during incident resolution.
• Reduced restoration time and minimized escalation to Situation Management through efficient incident handling.
• Communicated incident status through multiple channels, including SMS, email, and executive briefings.
• Planned, coordinated, and controlled restoration of complex, high-impact system problems in production environments.
• Prioritized major incidents based on business impact, and assigned tasks to Service Support and Delivery teams accordingly.
• Acted as the central communication point for all Priority 1 and Priority 2 incidents.
• Developed strong working relationships with support and delivery teams, management, and other stakeholders to ensure smooth collaboration.
• Trained and mentored teams on incident management processes and techniques to standardize best practices across organizations.
• Provided regular updates and reports to senior management on the status of P1 and P2 incidents.
• Led teams during APAC coverage as Shift Lead, ensuring operational continuity.

• Coordinated cross-department communications to assist in the resolution of incidents, and minimize downtime.
• Assessed business processes and identified opportunities for improvement to enhance service delivery.
• Collaborated with upper management to drive strategies and implement process enhancements.
• Ensured that the correct technical teams were engaged, with proper focus on outages and recovery efforts.
• Maintained compliance with Severity 1 and 2 SLAs through effective monitoring and management.
• Oversaw the proper handling of Sev1 and Sev2 queries, ensuring continuous monitoring and escalation when required.
• Facilitated Incident Bridge calls to achieve quick, effective resolutions.
• Updated outage banners to keep external customers informed during service disruptions.
• Developed temporary solutions (workarounds) to mitigate business impact during ongoing incidents.
• Worked with engineering teams to develop final solutions for known errors, improving system stability.
• Managed a team of seven Major Incident Managers, serving as the first point of contact for escalations.
• Ensured all Help Desk calls were answered within established service time frames.
• Monitored major incident operations and escalated tickets to guarantee an expeditious resolution.
• Provided guidance to the team for escalated technical issues, and complex incident handling.
• Delivered management reports on operational performance and incident trends.
• Trained analysts on operational procedures, incident handling techniques, and best practices.

• Defined, documented, monitored, and reviewed IT service levels, ensuring compliance with SLA targets.
• Improved user experience by monitoring feedback and implementing adjustments, reducing recurring support requests by 15%.
• Developed specific and measurable targets for all IT services, achieving 98% SLA compliance during my tenure.
• Monitored and enhanced customer satisfaction, leading to a 20% improvement in positive feedback scores.
• Provided expert support, troubleshooting, and resolving complex technical problems for end users, achieving an average resolution time of under 2 hours for high-priority issues.
• Collaborated with Business Relationship Management teams to align IT services with business needs.
• Negotiated and agreed on current and future service-level requirements, contributing to improved service alignment, and reduced escalations.
• Reviewed supplier agreements and underpinning contracts to ensure SLA targets were consistently met.
• Leveraged technical expertise in application logs across regions, leading a team to identify and mitigate risks, reducing incident recurrence by 30%.
• Migrated critical applications, ensuring full compliance with risk controls, and successfully preparing 100% of UAT test cases to meet process policies.
• Acted as team lead in the absence of management, ensuring uninterrupted operations, and mentoring team members.
• Kept the team updated with training and current updates, reducing operational errors by 10%.
• Coordinated with business units to handle various internal and external audit requests, achieving 100% audit compliance.
• Implemented policies and procedures across business areas, streamlining daily operations, and ensuring adherence to audit standards.
• Handled critical incidents by following ITIL-based incident management procedures, conducting investigations, and resolving issues within agreed SLAs.
• Investigated unfamiliar activities (failed logins, unauthorized access attempts, etc.), successfully preventing potential security breaches, and ensuring data integrity.

• Supported end-users by resolving an average of 30–40 technical requests per week, covering hardware installations, network configurations, and troubleshooting.
• Played a key role in maintaining SLA performance above 95%, ensuring timely issue resolution, and consistent service delivery.
• Enhanced customer satisfaction scores by 15% through proactive communication and improved complaint-handling processes.
• Actively monitored service levels and introduced minor workflow optimizations, resulting in reduced incident recurrence and smoother operations.
• Partnered with cross-functional teams to ensure project milestones were met without delays.
• Improved knowledge sharing within the team by mentoring new hires and contributing to a 20% faster onboarding.
• Delivered clear product and service information to customers, increasing user confidence, and reducing follow-up queries.
• Regularly prepared reports using Microsoft Office, providing management with visibility into performance metrics and improvement opportunities.