Tanushree Das Email and Phone Number

• act as engagement point for wider technology teams within Major Incident Management framework• support and maintain response strategy to severity 1-2 incidents • maintain coordination and communication streams horizontally and vertically as part of major incident handling• perform technical analysis and triaging as part of incident investigation• Monitor health check and keep engineering team updated on impacted services and tenant list• actively collaborate with… Show more • act as engagement point for wider technology teams within Major Incident Management framework• support and maintain response strategy to severity 1-2 incidents • maintain coordination and communication streams horizontally and vertically as part of major incident handling• perform technical analysis and triaging as part of incident investigation• Monitor health check and keep engineering team updated on impacted services and tenant list• actively collaborate with engineering teams to ensure response capabilities are adequate to the threat• natural ability to take the lead and drive the investigation of complex technical issues, with strong analytical and problem-solving skills• extensive experience performing cyber incident response and root-cause-analysis• capable of understanding client, stakeholder needs and translating this into products and services • Handling Monthly service fail-over drills on IcM and cascading Webex bridges once a week for BCP situation Show less

• Conducting training and technical assistance for qualified vendors/service providers and division staff• Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document• When necessary, this position acts as a back-up to the Incident Reporting Coordinator entering incident reports into the Incident… Show more • Conducting training and technical assistance for qualified vendors/service providers and division staff• Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document• When necessary, this position acts as a back-up to the Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensures the initial information entered into IMS is accurate as reported, and provides consistency in information within the region• Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded• Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs Show less

• Co-ordinate cross department communications when required to assist in resolution of Incidents.• Ensure that the correct Technical teams are engaged, and proper focus is paid to outages and recovery.• Responsible to ensure Severity 1 & 2 SLA's are met.• Ensure proper management of Sev1 & Sev2 queries/ monitoring.• Coordinating Incident Bridge calls for quick and prompt resolutions.• Updating Outage forums. /the IVR for Major outages.• If possible, make temporary… Show more • Co-ordinate cross department communications when required to assist in resolution of Incidents.• Ensure that the correct Technical teams are engaged, and proper focus is paid to outages and recovery.• Responsible to ensure Severity 1 & 2 SLA's are met.• Ensure proper management of Sev1 & Sev2 queries/ monitoring.• Coordinating Incident Bridge calls for quick and prompt resolutions.• Updating Outage forums. /the IVR for Major outages.• If possible, make temporary solutions (Workarounds) available to Incident Management.• Developing final solutions for Known Errors.• • Managing a team of 7 Help-desk Analysts acting as the First Point of Contact for the end users.• Ensuring that all calls made to the Help Desk service are answered within established time frames.• Monitoring Service Desk operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible.• Resolving and providing guidance to Team for escalated technical issues.• Providing management reports on Service Desk operations.• Training Service Desk analysts on operational procedures and troubleshooting techniques.• Ensuring proper coverage across the shifts by managing resources as per the available bandwidth and volume forecast.• Accountable to have the entire team complaint with the mandatory tasks assigned to their profile • Ensuring that the team follows all the organizational policies and procedures• Conduct Mid-Year reviews and provide appropriate feedback to the individuals to work on their areas of improvements.• Conduct Year end reviews and provide ratings to the individuals on basis of their performance and behavioral score during the financial year. Show less

• Define, document, agree, monitor, measure, report and review the level of IT services provided• Ensure that specific and measurable targets are developed for all IT services• Monitor and improve customer satisfaction with the quality of service delivered.• Cooperation with the Business Relationship Management process• Negotiation and agreement on the future service level requirements and targets• Negotiation and agreement on the current service level requirements and… Show more • Define, document, agree, monitor, measure, report and review the level of IT services provided• Ensure that specific and measurable targets are developed for all IT services• Monitor and improve customer satisfaction with the quality of service delivered.• Cooperation with the Business Relationship Management process• Negotiation and agreement on the future service level requirements and targets• Negotiation and agreement on the current service level requirements and targets• Development and management of the appropriate Operational Level Agreements (OLA)• Review of all supplier agreements and underpinning contracts with supplier management to ensure that targets are aligned with SLA targets.• Technical knowledge in application logs for various regions. With the main responsibility of leading team, identifying and highlighting risks/issues in process thereby minimizing risk• Responsible in migrating the applications and ensure in meeting the risk controls by Preparing the test cases for all the applications for UAT testing which meets process policies and requirements• A diligent team player with excellent interpersonal and people management capabilities, handled team in absence of management• Updating the team with the recent trainings, current updates. Preparing for the expected downtime & Service Outages• Responsible for coordinating with the business and working on various internal and external audit requests• Implementing policies and procedures in all concerned business areas and ensuring that audit requirements are met in day-to-day operations• Handling crucial incidents through the Incident management procedures, Investigation- diagnosis and resolving the issues within agreed SLA’s• Investigating the information to find out the definite cause behind unfamiliar activities, which include Failed Login Attempts, Login Attempts outside the Designated Schedules, Locked Accounts And Key File/Data Access Show less

• Make sure that the targets which are set are precise and assessable.• Monitor the levels of customer satisfaction and improve them.• Improve the relationship between the customers and the business and increase the level of communication.• Ensure that the expectations of the level of service which will be delivered are clear and unambiguous• Make sure that there is a constant improvement in all the service levels even after the targets have been met.• Sufficient knowledge… Show more • Make sure that the targets which are set are precise and assessable.• Monitor the levels of customer satisfaction and improve them.• Improve the relationship between the customers and the business and increase the level of communication.• Ensure that the expectations of the level of service which will be delivered are clear and unambiguous• Make sure that there is a constant improvement in all the service levels even after the targets have been met.• Sufficient knowledge on devices such as modems, routers, computers, printers etc.• Able to do installation, testing, relocating and configuration hardware.• Plentiful communication and writing skills.• Able to work independently and during off hours also.• Satisfactory ability to resolve problems and to maintain target vision.• Responsible for other duties as assigned.• Proficient in the use of Microsoft Windows and Office software.• Detail oriented and highly organized.• Demonstrated ability to communicate clearly and handle complaints effectively.• Effectively resolving customer complaints.• Inform customers and potential customers about the company’s products and services.• Perform follow up as required. Show less