Dipankar Kundu Email and Phone Number

Yet to explore....

• Working on Priority incident. Validation, scheduling bridge call with support team and service owners, sending business announcement.• Creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation.• Ensuring complete KT to support teams before any production release.• Coordinate with onsite and offshore teams as necessary during project delivery.• Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team.• Ensuring compliance with SLA & OLA• Analyzing business operations to determine opportunities to automate processes and functions.• Reviewing CSAT / DSAT monthly• Preparing performance reports for the team.• Managing direct reportees appraisal and other variables.

• Performing on-boarding, off-boarding activities (including account creation/deactivation, granting and revoking licenses/accesses etc) for internal users with effective time.• Conduct periodic data analysis, perform RCA for any targets missed and customer escalations. Implement all Corrective and Preventive actions.• Handling escalations• Working on Customer's query in Incident, Change, Service requests.• Sharing update to the team and leading daily connect call

Working on automation of service desk via cognitive tool, called Amelia.Working on customer query and Alert monitoring.Managing escalations for the functionality of automation tool Amelia.Involved in KT and transition for Amelia project from IP Soft.Managing Training all across the Service Desk for Amelia.Driving timely incident management and resolution of customer’s high priority incidents.Process updates and sharing with the Team.Understanding of Exchange 2010, 2013.Handled SLA breach scenarios and providing solution for the same.Maintaining complete accountability for monitoring and troubleshooting devices and applications.Ensuring Problem and incidents are getting resolved timely and accurately with minimum disruption to the business and external customers.Managing the ITSM Queue via Global Remedy.Managing the incident life cycle process to resolution.Send out communications to all stakeholders.Handling Team Escalations.Installation and owning responsibility of Laptop/desktop applications.Creation of accounts in active directory and providing access to various other applications.Managing Incident management process, Managing customer escalation process within SLA.Participating into service review call and update on process improvements.Working with Amelia technical team; Keep on reviewing Service Improvement Plans to enhance service quality & stability.During high priority issue, Keep updating status to customer and stakeholder.Managing BAU customer/Business queries.Working on UAM for Fixed Line and other telecom applications.

System configuration;Project specific image creation and deploying in batch through Tivoli or manual installation;Managing lusrmgr policies;