Abhijit Adhikary Email and Phone Number

 Transformed the problem management team image by changing the project status from Red to Green within 3 months. Implemented a series of operational changes within the project by implementing daily ticket/task backlog clearance, updating obsolete SOP, enforcing 4 eye check for all problem tickets, problem reporting, procedural and team document updates, hiring skilled resources for back-filling, increasing client scoring above expectations and constantly meeting SLA/KPI targets. Extensive training to problem managers on problem solving techniques and managing PMR calls thus reducing the number of no-excuse calls per week. Initiated trend analysis on repeat incidents with co-ordination from incident and change teams, thus reducing recurring incident count. Stopped/reduced number of team & client meetings per week, thus enhancing team productivity. Received 2 client appreciations with citation for the overall project stability.

 Scheduled PMR call to for identification of root cause (5-Why analysis) & contributing factors, business impact & severity reassessment; determine corrective and preventive actions for major incidents. This is followed by generating/publishing PMR report (Initial & Final), task assignment tostakeholders, successful task completion follow-up/extension as required. Daily/Weekly/Monthly problem management governance reporting for all LOBs. Driven stability programs for repeat incidents (critical apps) and conducted periodic calls until necessary changes implemented for a stable environment. Received several client (Citi Bank, Singapore) appreciations, for going extra mile on problem tickets (with unknown root cause, no support response, ownership dispute etc.) and followed-up until preventive/corrective measures are taken or conflict of ownership is settled.

 Leading/Managing Major Incident Managers across EMEA (offshore) and APAC region for client’s production incidents.  Manage End-to-End Operations for Incident management. Accountable for ensuring SLA/KPI compliance through continuous monitoring of service levels, identify and manage the risk to avoid any escalation and penalty from Client on breaching of any SLA/KPI's. Supervise daily resource management thus to ensure best possible levels of service quality and resource availability are maintained according to the Service Level Agreement (SLA). Supervise daily project activities and ensure proper/smooth shift handover between different GEOs. Manage/listen to client escalations/concerns/queries on a day-to-day basis and respond on a timely manner. Update & Review the operational, process & best practices documents on timely basis. Providing extensive Process Training to new joiners (since last 5 years) through defined process training charter. So far trained around 20-25 individuals on incident management process training and on-boarded them in to production, shadowed/assisted them throughout until they confidently transitioned into isolation mode. Mentor the team wherever required. Continuously provides Periodic refresher training basis to existing resources to ensure each individual is adhering and understands the Key Operating Procedures (KOP). Acted as primary panel member for mass walk-in interview in co-ordination with HR recruitment team. Conducted several telephonic interviews and selection/recruitment was done based on my interview feedbacks. Conducting monthly and annual performance reviews for incident managers. Conducting daily huddle/weekly Workshops with the team to discuss process gaps, improvements, refresher on doubts and concerns raised from process changes.

 Chair incident bridges for managing Priority 1/2/3 incidents with resolver teams and drive them towards resolution by ensuring minimum/no service/business impact sustained to the bank and to its customers. Determine Service Impact, Business Impact and Incident Priority based on standard severity definition within the bank. Manage incident communications and capture chronology of events during the life cycle of the incident. Perform data quality checks on the incident ticket post resolution and create comprehensive PIR (post Incident Review) for efficient handover to Problem Management.

 All priorities and escalations based on user request were managed based on ITIL concept. Achieved 90% accuracy rate for troubleshooting and resolving incidents at 1st level. Follow ups with different application owners as and when required to get the issue resolved in a timely manner. Worked as a Shift Lead - Responsibilities include handling first level escalations, preparing weekly roster for the team, conducting weekly team meeting, preparing Agenda and MOM. Trained new joiners and help them get into production. Worked as a virtual resource in Chicago and London Help desk required for Global Help desk project go-live testing.

 Imparted classes up to the HS level on subjects like Visual Basic, Oracle and MS Office etc. Acted as an internal guide for all computer projects for the HS (10+2) level students. Lab in-charge, maintaining and administering a LAN of 24 computers for the organization. Also was the SPOC for the organization for providing internal reports and uploading Student/organizational data on the school official website and to the regional head office on a regular frequency, for the record and higher management visibility.