Anish Banerjee

About Anish Banerjee

An exceptionally efficient Service Management Lead with more than 6 years in customer communications and Technical Experience. This position requires a broad understanding of managing the technology related systems that are used for analysis of daily production and change.Looking to work in a team-based environment that will promote professional and personal growth.

Experience

1. Process Architect

   Cognizant

   Apr 2025 — Present

   Incident Management Process Design and Development: I architect the complete incident lifecycle, from initial identification through to final closure. This includes defining clear and efficient workflows, developing standardized documentation and templates, ensuring smooth integration with other ITSM processes, and creating tailored procedures to handle various types of incidents effectively.Alignment with Frameworks and Standards: I ensure the Incident Management process is built upon ITIL best practices and is designed to directly support the achievement of our Service Level Agreements (SLAs).Stakeholder Collaboration: I actively work with IT teams, business users, and end-users to understand their specific needs and pain points related to incident handling. I facilitate discussions and workshops to gather input for process design and clearly communicate the defined process to all relevant parties.Tooling and Technology Enablement: I identify the necessary features and functionalities within our ITSM tools to effectively support the Incident Management process. I collaborate with tool administrators on system configuration and ensure the process design enables the capture of accurate and valuable incident data.Governance and Continuous Improvement: I establish clear ownership and monitoring mechanisms for the Incident Management process. I define key metrics and KPIs to track process performance, support audits to ensure compliance, and drive ongoing improvements based on data analysis and lessons learned.Architecture and Strategy: I contribute my expertise in Incident Management to the broader ITSM strategy. I develop a comprehensive view of how the Incident Management process fits within the overall IT ecosystem and design a process that is flexible and scalable to meet future organizational needs.

Education

• Tribeni Tissues Vidyapith

  10 +2, Physical Sciences

  1999 — 2011

• Biju Patnaik University of Technology, Odisha

  Engineer’s Degree, Computer Science

  2011 — 2015