Chayan Biswas Email & Phone Number

Kolkata, Wb, In

Kolkata, West Bengal, India

• Identifying the priority of the incident based on the criticality & business impact and declaring it accordingly.• Initiating the bridge call & inviting resolving group/s based on the on-call schedule and leading the bridge call.• Explaining the criticality & key check points to the resolver group/s.• Involving vendor to the bridge call if required and creating the incident with them if required.Co-ordinating with CAB if any emergency change request required to resolve the… Show more • Identifying the priority of the incident based on the criticality & business impact and declaring it accordingly.• Initiating the bridge call & inviting resolving group/s based on the on-call schedule and leading the bridge call.• Explaining the criticality & key check points to the resolver group/s.• Involving vendor to the bridge call if required and creating the incident with them if required.Co-ordinating with CAB if any emergency change request required to resolve the incident.• Provide timely & effective IT communication update about incident to the users & internal stakeholders within the agreed SLA.• Thoroughly document incidents, ensuring all details are captured accurately for future reference.• Resolving the issue within the agreed SLA.• Post Incident review meeting.• Monitor and analyse incident trends to identify areas for product stabilization and process improvement.• Collaborate with different Infrastructure teams to enhance incident management process.• Assigning the reactive problem ticket to the concern person/group.• Creating proactive problem ticket by analysing the incident, alerts & event ticket trends.• Analysing the incident documents and MOM of the major incident.• Conduct RCA meeting with team/s involved in incident bridge call to document the root cause of the issue and creating action plan towards the permanent fix to avoid future recurrence.• Coordinating with the CAB team if any change request needs to be placed towards the permanent fix and monitor pre and post change request impact.• Coordinating with the Knowledge Management team if any new KB request need to be created or any changes needs to be made in the existing KB for SOP based on the event observation.• Conduct meeting with the stakeholders to explain the RCA report.• Creating report to explain the progress of RCA during the weekly/b-weekly meeting.• Sharing the status update of the problem ticket during the MSR meeting. Show less

Kolkata, West Bengal, India

Team management, Ticket Auditing, DSAT, FLR & FCR Auditing, DOR call representation of behalf of team, MSR presentation preparation, ServiceNow reporting, Agent feedback sharing, Escalation handling, participating in Major incidents & RCA meetings. Providing technical resolution (L2) to the Global users based on incident, request, task assigned or escalated by the GSD team. Escalation handling and sharing the status update to the stake holders, access management, OU management, domain… Show more Team management, Ticket Auditing, DSAT, FLR & FCR Auditing, DOR call representation of behalf of team, MSR presentation preparation, ServiceNow reporting, Agent feedback sharing, Escalation handling, participating in Major incidents & RCA meetings. Providing technical resolution (L2) to the Global users based on incident, request, task assigned or escalated by the GSD team. Escalation handling and sharing the status update to the stake holders, access management, OU management, domain management, Printer and scanner configuration requests & Trouble shooting, enabling or disabling laptop or desktop, VPN trouble shooting, Application installation/uninstallation task or request based on validation and cost approval, validation of laptop, lifecycle management of asset, vendor/FSE coordination for hardware related issues. Primary network related trouble shooting, docking station related issues, asset performance related issues, KB creation based on new or exceptional issue. Show less

Kolkata, West Bengal, India

SCTask Handling, Access Management, Active Directory Management, On boarding & Off boarding, Escalation Management, SLA Management.

Kolkata

Supply chain management, billing, invoicing & freight management.

Kolkata Area, India

Supply chain management warehouse management and freight management.