Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Visali Dey

Visali Dey

Kolkata

Summary

Dynamic Incident/Environment Manager at Cognizant with a proven track record in incident management and agile methodologies. Expert in stakeholder engagement and environmental coordination, successfully reducing downtime and enhancing service quality. Adept at mentoring teams and driving process improvements, ensuring alignment with client expectations and service level agreements.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Incident/Environment Manager

Cognizant
04.2018 - Current
  • End to end coordination for Environment management and Infrastructure teams as in Networks/Windows and VMware/Unix/Database/Middleware teams.
  • Manage Application connectivity, configurations, Servers routine patching activities, migration activities and decommissioning requests.
  • Recording and tracking defects/issues for test in JIRA and all Infrastructure Requests/Incidents/Problem and Change in ServiceNow.
  • Worked as backup Scrum Master for Major projects/release.
  • Delivering test environments across the test phases planned for projects. That includes Various phases of testing (UAT) and responsible for all those defects fixes in different phases of testing until it gets implemented and goes live.
  • Test environment delivery includes role/infrastructure ready, configuration ready and test ready stages. Maintaining environment booking trackers and connectivity trackers up to date.
  • Managing Environment availability clashes/interlocks between projects along with the solution team.
  • Analyzing and having track of risk and issues and raise it with program with advance notice along with mitigation plan.
  • Manage and delivery management for overall Data services includes Data Modelling, Oracle, Mainframe and SQL DBA teams.
  • Getting involved in priority releases and working on if there are any clashes/issues to drive till implementation.
  • Support all projects delivery in agile methodology, managing Kanban board for major projects and JIRA tickets to track all project delivery starting from engagement till implementation.
  • Define and agree release and deployment plans with respect to delivery with clients/ stakeholders.
  • Successfully handled & resolved high priority Incidents, reducing downtime and minimizing business impact.
  • Used ITSM tools (SNOW, JIRA, KANBAN) to track & manage Incidents.
  • Trained & mentored junior team members on Incidents' management protocols, improving team effectiveness.
  • Led initiatives to refine the Incident management process, resulting in decrease of reoccurring incidents.
  • Acted as a key communication point during major Incidents, coordinating between technical team & stakeholders.
  • Collaborated with problem, change, and service desk teams to streamline ITIL process & improve overall service quality.

Tech Consultant

Wipro Technology
06.2014 - 10.2016
  • Leading, mentoring and motivating a team of customer service representatives or agents.
  • Set and monitored individual and team Key Performance Indicators (KPIs) like Average Handling Time (AHT), First Call Resolution (FCR), and customer satisfaction scores (CSAT).
  • Developed and delivered training programs to improve agent skills, product knowledge, and service quality.
  • Worked with workforce management to ensure the right number of agents are available to handle customer inquiries efficiently.
  • Acted as the main point of contact and liaison between the BPO and the client's management team.
  • Prepared and presented performance reports to the client, providing insights into service delivery and identifying areas for improvement.
  • Ensured that the BPO consistently meets or exceeds the service level agreements (SLAs) defined in the contract with the client.

Education

Bachelor of Arts - Diploma in Computers, ISC (12th grade)

Utkal University
Orissa
05.2007

Skills

  • Project management tools
  • Incident management
  • Agile methodology
  • ITIL process improvement
  • Environmental coordination
  • Stakeholder engagement
  • Customer relationship management
  • Team performance monitoring
  • Problem solving
  • Effective communication

Certification

  • ITIL V4 Foundation, PeopleCert
  • Pursuing PMP
  • Certified advanced Scrum Master, Peoplecert, 001690835

Languages

English
First Language
Hindi
Advanced (C1)
C1

Timeline

Incident/Environment Manager

Cognizant
04.2018 - Current

Tech Consultant

Wipro Technology
06.2014 - 10.2016

Bachelor of Arts - Diploma in Computers, ISC (12th grade)

Utkal University

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Visali Dey