Debajyoti Mukherjee Email and Phone Number

Responsible for leading the service management operations including handling daily operational challenges and activities. Team Management, overseeing SLA and managing escalation. Currently supporting the central bank of KSA in Saudi Arabia as Service Management Lead as well as ITSM consultant to the Client. Engaged into the new ITSM & Governance model implementation @ Client.

> Working as a part of Incident, Problem and Change Management team.> Responsible for end to end management of Priority 1 and Priority 2 incidents.> Responsible as Change Manager for 2 of the major client of Accenture.> Analysing the severity of high priority incidents raised along with the technical support teams and modify / assign severity & priority accordingly. > Preparing trend analysis reports periodically and follow up with respective towers for closure of… Show more > Working as a part of Incident, Problem and Change Management team.> Responsible for end to end management of Priority 1 and Priority 2 incidents.> Responsible as Change Manager for 2 of the major client of Accenture.> Analysing the severity of high priority incidents raised along with the technical support teams and modify / assign severity & priority accordingly. > Preparing trend analysis reports periodically and follow up with respective towers for closure of incidents.> Responsible for organizing CAB, prepare CAB Agendas, perform quality checks, participate in CPIR.> Responsible for Change rollout coordination for critical and Strategic configuration items.> Being shift lead take care of daily operations, client deliverables within SLA and the scope, manage escalations, develop and coach teams to meet project deliverables and BCP situations.> Prepare process documents, Run book, checklists and post activity review to ensure perfect project execution. Conducted trainings for teams and new joiners. Show less

Team Management: Identifying the team's training & development needs, designing and developing the appropriate training program and afterwards coordinating appropriate internal training programs. Providing direction, motivation and training to team members for ensuring optimum performance.Functional: Incident Management / Problem Management: Managing incidents / problems of all kinds, from environmental to accidents. Using email alerts, tracking and analysis tools to help identifying… Show more Team Management: Identifying the team's training & development needs, designing and developing the appropriate training program and afterwards coordinating appropriate internal training programs. Providing direction, motivation and training to team members for ensuring optimum performance.Functional: Incident Management / Problem Management: Managing incidents / problems of all kinds, from environmental to accidents. Using email alerts, tracking and analysis tools to help identifying trends and reducing future risks. Communicating with both the IT external customer community as well as internal customers within the IT department for the incidents reported to the Service Desk for prompt resolution. Updating the incident periodically with the actions undertaken throughout. Published periodic incident analysis reports for higher management review as well as published IRs & RCA as per SLA. Operations & Service Delivery: Assessing reports to identify trends, facilitating in devising and implementing plans to improve delivery standards and presenting detailed reports to the Management. Defining service standards and ITIL based guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation; monitoring and reviewing SLAs and ensuring timely closure of priority tickets. Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency in various operations; spearheading process improvement initiatives. Ensuring service continuity & BCP docs are available and updated. Conducted BCP /SCP Tests once in a Quarter.Client Servicing: Reviewing the Customer Satisfaction Survey based on changing customer perceptions and expectations. Keeping abreast of changes that can affect customers. Engaging with the client to ensure the right service level package is subscribed and right vital business functions are defined Show less

Service delivery, people management, vendor management, ITSM process management

Responsible for day-to-day BAU IT Support Team

L1 Desktop, Server and Network support