Ujjaini Ray
Kolkata
Summary
Looking for a suitable Incident management Lead/Delivery Head position, Senior Manager position with a successful and dynamic company that offers room for progression.
ITIL, AWS, MCSE Certified Professional with 15 years of sound experience in Incident management, Change management, Lead Analyst, SLA, Client handling. Highly skilled in incident management, Risk Management, Business Scope Analysis, Data Analysis diagnosing, troubleshooting and conflict resolution. Excellent IT Infrastructure domain knowledge. A clear vision of what determines a successful project for the customer and for the enterprise. Good knowledge of server administration, Active Directory, access management and Service Now. Possess excellent string customer service skills and has the ability to interact with customers in a professional manner since last 15 years. Exhibits excellent organizational and problem-solving skills. A bright talented and ambitious IT Analyst who possesses self-discipline and the ability to work with the minimum of supervision. Having exposure to a wide range of technologies & able to play a key role in diagnosing incidents and management of those incidents to give a quality resolution to user within a particular timeframe. Possessing a good team spirit, dead line orientated and having the ability to organize and present complex solutions clearly and accurately. Logical Analyst polished in maintaining system processes, conducting requirement analysis, and defining configuration specifications. Reputable and hardworking professional with many years of hands-on experience developing and providing in-depth analysis of customer service offerings and performance metrics. Tech-savvy leader possessing solid SQL query writing skills coupled with deep knowledge of visualization tools and techniques.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Analyst
HCL Technologies
11.2023 - Current
- Working for Verizon Account with similar responsibilities
- Responsible for leading the team for entire Verizon South Europe and Nordics Region
- Responsible for creating Verizon Business quotation globally
- Responsible for interacting with various clients and Defend, PCM team from EMEA and US on behalf of the entire team
- Responsible for managing 4 projects simultaneously as a Lead
- Responsible for directly interacting with developers for sharing information regarding process flow and keeping track on the development progress
- Responsible for interacting with Tier 1 team globally and providing details to Verizon Sales and support team
- Responsible for providing Training to the existing Team (Global, EMEA, APAC)
- Responsible for Providing Training to Analysts
Lead Analyst
Verizon Data Services India Pvt. Limited
01.2022 - 10.2023
- Responsible for leading the team for entire Verizon South Europe Region
- Responsible for creating Verizon Business quotation globally
- Responsible for interacting with various clients and Defend, PCM team from EMEA and US on behalf of the entire team
- Responsible for directly interacting with developers for sharing information regarding process flow and keeping track on the development progress
- Responsible for interacting with Tier 1 team globally and providing details to Verizon Sales and support team
- Responsible for motivating team to meet parameters
Analyst –Coord Prog & Proj Mgmt.
Verizon Data Services India Pvt. Limited
11.2019 - 01.2022
- Responsible for creating renewal business cases for various customers and submitting it to defend team and PCM Analysts for further Analysis and applying special pricing
- Responsible for interacting with Various clients and Defend, PCM team from EMEA and US on behalf of the entire team
- Responsible for creating Customer facing data sheets and provides it to the consultants once the RFPs are passed through Solution Architects
- Preparing business case involves advanced analysis of the revenue generated by the inventory
- Responsible for auditing inventory data of various Verizon customers spread across the world
- Responsible for QA for the business cases and analysis performed by the team member in order to maintain the standard quality of outputs
- Responsible in stream lining the entire process by creating process improvement business cases and submitting it to IT for developments
- Responsible for gathering requirement from the team towards eliminating redundant tasks from the process, documenting it, analyzing feasibility and estimating ROI for the same
- Providing Process training to new comers
- Responsible for directly interacting with developers for sharing information regarding process flow and keeping track on the development progress
- Supported creation of detailed technical financial data models
- Responsible for providing Training to the existing Team(Global, EMEA, APAC)
- Software Testing and Automation Testing
Associate – End User Support (Incident Management)
Verizon Data Services India Pvt. Limited
09.2015 - 11.2019
- Managing Incident calls for all the centers over the globe, handling critical incidents - Priority 1 and 2 incidents
- Responsible for driving the Incidents till the closure
- Troubleshooting For application program
- Working on Server builds and decommission as per the activity
- Initiated Incident Management Process, evaluate and engage the relevant teams
- Responsible for overall queue management ensuring adherence to response SLA & resolution SLA
- To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained following ITIL best practices approach in adherence with the service-level agreements
- To follow up on escalations and issues with client and management
- Handled P1/P2 issues as Critical Incident Owner till the closure of the incident
- Analyzed the escalated issues from the Users and assigned tickets to the concerned Engineers/Group
- Monitored issues / tickets through to resolution, within agreed timeline
- Created and took ownership of changes till closure
- Ensured all issues are properly logged
- Prioritized and managed many open cases at one time
- Handling Active Directory and access management
- Prepared shift hand over details
- Generated monthly, weekly MIS Report, daily issues reports and instant reports
- Work experience of using Remedy, Service now, AIMS, CMIS
Project Engineer
Wipro Technologies
Kolkata
07.2011 - 08.2015
- Handling P1/P2 issues as Critical Incident Owner till the closure of the incident
- Analyzing and diagnosing Issues
- Problem identification
- Classifying incidents depending on priority
- Creating and routing tasks among different PRG’s
- Working with RSA Authentication manager
- Working on Server builds and decommission as per the activity
- Initiated Incident Management Process, evaluate and engage the relevant teams
- Creating and taking ownership of Changes till closure
- Ensure Tickets are resolved within SLA
- Classifying incidents depending on priority
- Handling Active Directory and access management
- Creating Network Drives and proving required Access
- Troubleshooting For application program
Back office executive
Sagor Industries
Kolkata
11.2010 - 07.2011
- Handling Back office work and reports
- Problem identification
- Analyzing and diagnosing Issues
- Generated monthly, weekly MIS Report, daily issues reports and instant reports
- Monitored issues through to resolution, within agreed timeline
MIS Analyst
Invariance Solution
Kolkata
06.2010 - 10.2010
- Handling Back office work and reports
- Problem identification
- Analyzing and diagnosing Issues
- Data Entry
- Generated monthly, weekly MIS Report, daily issues reports and instant reports
- Monitored issues through to resolution, within agreed timeline
Education
BSC IT - Information Technology
Nexgen School of Technology
India12-2008
Skills
- Incident Management
- Issue Resolution & Escalation Management
- Risk Management
- System Analysis & Troubleshooting
- Service Desk Support
- SLA Management
- System Administration
- Active Directory & Access Management
- Server Support
- Client Relationship Management
- Critical Data Model Analyzing
- Database Handling
- Report Analyzing
- Business case Analyzing
- QA and Process Improvement
- Inventory Data Auditing
- Business Case Preparation
- Excellent Customer Handling Skill
- Training
- Operating System: Windows
- Operating System: Linux
- Project Management Infrastructure Support
- ITSM Modules
- People management
- Vendor Management
- Customer Service Operations
- Team Handling
- Communication Skills
- Documentation Skills
- Service Now Ticketing
- BMC Remedy
- Active Directory
- Windows Server Administration Group Policy Management
- PEGA
- AWS
Certification
- ITIL
- Microsoft Technology Associate (MTA)
- Microsoft Certified Solutions Associate (MCSA)
- Microsoft Certified Solutions Expert (MCSE)
- AWS Solutions Architect - Associate
Awards Appreciation
- Best Overall performance of the year in Wipro
- Best Hardworking employee of the year in Wipro
- Spotlight Award for overall contribution in Verizon
- Best Performer Recognition, June 2022 in Verizon
- Spotlight Award by Director, August 2023 in Verizon
- Spotlight Award from Client in 2024 in HCL Tech
Profile Snapshot
ITIL, AWS, MCSE Certified Professional with 15 years of sound experience in Incident management, Change management, Lead Analyst, SLA, Client handling. Highly skilled in incident management, Risk Management, Business Scope Analysis, Data Analysis diagnosing, troubleshooting and conflict resolution. Excellent IT Infrastructure domain knowledge. A clear vision of what determines a successful project for the customer and for the enterprise. Good knowledge of server administration, Active Directory, access management and Service Now. Possess excellent string customer service skills and has the ability to interact with customers in a professional manner since last 14 years. Exhibits excellent organizational and problem-solving skills., Looking for a suitable Incident management, Lead Analyst position with a successful and dynamic company that offers room for progression.
Languages
English
First Language
Bengali
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Accomplishments
- Best Overall performance of the year in Wipro
- Best Hardworking employee of the year in Wipro
- Spotlight Award for overall contribution in Verizon
- Best Performer Recognition , June 2022 in Verizon
- Spotlight Award by Director, August 2023 in Verizon
- Spotlight Award from Client in 2024 in HCL Tech
Timeline
Lead Analyst
HCL Technologies
11.2023 - Current
Lead Analyst
Verizon Data Services India Pvt. Limited
01.2022 - 10.2023
Analyst –Coord Prog & Proj Mgmt.
Verizon Data Services India Pvt. Limited
11.2019 - 01.2022
Associate – End User Support (Incident Management)
Verizon Data Services India Pvt. Limited
09.2015 - 11.2019
Project Engineer
Wipro Technologies
07.2011 - 08.2015
Back office executive
Sagor Industries
11.2010 - 07.2011
MIS Analyst
Invariance Solution
06.2010 - 10.2010
BSC IT - Information Technology
Nexgen School of Technology
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