Tanusree Mukherjee

Dynamic Problem Manager with extensive experience at TCS, excelling in Service Management and driving process improvements. Recognized for optimizing server capacity and achieving SLA targets. Proficient in Excel and skilled in communication, fostering collaboration across teams to enhance service delivery and operational efficiency.

• Leadership Business Skills and Cultural: Corp Functions Curriculum
• Leadership: Mentor Certification
• Functional: Documentation Review & Editing Foundation
• ITIL V4 Foundation

• Engineer
• Cloud Infrastructure

Engineering Documentation-Manufacturing Engineering, E3, E2, E3, Rigor in Operations, E1, L1, E1, E1, E3

• Gold Certificate for Mentoring
• Appreciation from clients

Tryg Forsikring A/S, 5 years, 04/01/21, Current, Problem Manager, Knowledge Manager, Service Request Manager, Availability, Capacity and Demand Manager, Reviewing RCA sent by technical team, Preparing Reports manually and ServiceNow Reports, Chairing RCA reviewing call with Process Owner, End to end governing the Service Request Management process, Preparing the availability and capacity report and set up a call with client on discussing if it has met the required levels, optimization of servers., Knowledge of EXCEL, Service Now Reports and Dashboard creation, Appreciation from Lead and Process Owner for achieving and meeting the target SLA TRANSAMERICA LIFE INSURANCE COMPANY, 16.20 Months, 12/01/19, 03/31/21, MAJOR INCIDENT MANAGEMENT, PROBLEM MANAGEMENT, INCIDENT MANAGEMENT, Analysis of the reason of SLA not achieved for SEV 1 and SEV 2 incidents Handling Major and Critical incident, sending Communication to stakeholders and driving the Major incident call Reviewing RCA sent by the team Training the technical and application with the MIM and Incident management process and giving them training on ESP tool. Preparing reports and presentation for audit purpose Training new Joines with the IM and MIM process., Worked in ESP PLUS tool, Appreciation from Lead for achieving and meeting the target SLA Diageo Great Britain Limited, 5.90 Months, 04/06/17, 09/30/17, Change Manager, Change manager - taking CAB, training people the process of change, Knowledge of EXCEL and Service Now, Appreciation from Client Tribune Publishing Company, LLC, 3.53 Months, 12/15/16, 03/31/17, Service desk engineer, Service desk engineer giving training to new agents, Knowledge about Knowledge MANAGEMENT AND cloud plus TOOL, Received appreciation from client AGL Energy Limited, 1.97 Months, 01/01/16, 02/29/16, Service Desk engineer, Command center, Work as a service desk engineer, shift lead and MIM, Have efficient knowledge about EUC and Windows, Appreciation from Manager and Customer AGL Corporate Services Pty Limited, 48.67 Months, 01/01/12, 12/31/15, Service desk engineer, Working as service desk agent, shift lead and command center agent, Remedy, BMC and LINUX, Appreciation from Manager and Customer ITIS ILP Participants, 4.03 Months, 08/01/11, 11/30/11, Trainee, Training period, Learning windows, linux, euc and network, Received 5 score

• Service Desk Engineer
• Monitoring
• Major incident manager
• Incident Manager
• Change Manager
• Problem Manager (Lead position for 3 years)
• Knowledge Manager
• Service Request Manager
• Availability, capacity, and Demand Manager

Employee ID: 518201