Aniik Mazumder
Immediate joiner | Incident Management | SOC Operations | ITSM | M365 Security & Compliance
- Role
- Senior Technical Support Engineer at Infosys
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Aniik Mazumder
Results-driven IT Operations & Incident Management professional with 3.5 years of…
Experience
Senior Technical Support Engineer
Nov 2024 — Present · Hyderabad, IN
Client: Microsoft Xbox Provided expert-level technical support to users, specializing in resolving complex software issues and mitigating account security risks, including potential account takeovers. Utilized advanced diagnostic tools, including the Diagnostic Tool and network utilities, for efficient cybersecurity troubleshooting and swift incident resolution. Acted as a crucial liaison between high-profile customers and engineering teams, efficiently resolving intricate technical challenges and addressing user concerns related to data privacy and account integrity. Monitored and analyzed support metrics to identify emerging trends in user issues and security threats, implementing data-driven strategies that improved service quality and efficiency. Collaborated cross-functionally to provide actionable feedback and suggestions for product enhancements, directly influencing security feature development based on customer interactions and identified vulnerabilities. Handled escalated cases with exceptional professionalism and empathy, successfully de-escalating critical situations, managing customer rejections, and ensuring timely resolution and high customer satisfaction, particularly in scenarios involving compromised accounts or sensitive data.
Education
CHANDIGARH UNIVERSITY
Bachelor of Engineering - BE
2019 — 2022
CHANDIGARH UNIVERSITY
Bachelor of Engineering - BE
Manipal Academy of Higher Education
Master of Business Administration - MBA
2025
Acharya Institutes
Polytechnic
2016 — 2019
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