Sayani Sarkar Email and Phone Number

• Provided ultimate ownership and responsibility for end-to-end Management activities for all Severity incidents.• Drove Critical/Emergency Change Requests to minimize business disruptions to clients.• Setting expectations with the resolver groups of the priority and expectations of managing escalated support tickets.• Performed notifications and status of all incidents to high-level internal leadership and client while managing SLA's.• Creating monthly team reports and sharing… Show more • Provided ultimate ownership and responsibility for end-to-end Management activities for all Severity incidents.• Drove Critical/Emergency Change Requests to minimize business disruptions to clients.• Setting expectations with the resolver groups of the priority and expectations of managing escalated support tickets.• Performed notifications and status of all incidents to high-level internal leadership and client while managing SLA's.• Creating monthly team reports and sharing the outcome among the team members.• Hosting bridge calls with business and all the important stakeholders to communicate the state of the IN (Incident).• Sending regular stakeholder’s communications across the dashboard.• Analyze ticket trends and provide feedback to the parties involved.• Worked directly with Service Desk to provide initial incident response.• Versatile in creating documentation involving process and solution of various issues, which helps new hires and L1 team to solve issues quick and accurately. Show less

Work Experience:Technical Management Representative for British Telecom, Kolkata.Responsibilities:1. Maintain, drive, supervise, and implement robust technical standards and processes2. Shared regular process-related updates with the team and ensured effective communication across the floor.3. I directly interacted with clients for major escalations, addressing their queries and concerns. This required excellent communication and problem-solving skills, as well as the… Show more Work Experience:Technical Management Representative for British Telecom, Kolkata.Responsibilities:1. Maintain, drive, supervise, and implement robust technical standards and processes2. Shared regular process-related updates with the team and ensured effective communication across the floor.3. I directly interacted with clients for major escalations, addressing their queries and concerns. This required excellent communication and problem-solving skills, as well as the ability to calm any potential concerns and provide satisfactory solutions.4. Represented the Kolkata Site in conference calls, actively participating in discussions 5. Identifying, managing, and recording escalation trends and collaborated with the Engineering team on product defects and trends.6. Last point of contact in the site for all Technical issues Show less