Olyna Roy
Serving notice period|| immediate joiner|| Actively looking for job | ServiceNow Ticketing Tool Expert| Incident management professional | Service Management professional| Executive Assistant| ITSM professional
- Role
- Information Technology Service Desk Team Lead at Tata Consultancy Services
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Olyna Roy
Actively looking for a job.With over 7 years of experience in IT service management, I specialize in Incident Management, ensuring swift resolution of critical incidents while minimizing business impact and maintaining SLAs. I have a proven track record of managing P1/P2 incidents, running Major Incident bridges, and coordinating across technical teams and stakeholders to drive timely resolution and continuous improvement. Skilled in ITIL processes – Incident, Problem, and Change Management Strong communicator, adept at keeping stakeholders informed during high-pressure situations Hands-on experience with tools like ServiceNow, and basic knowledge of SQL, Azure, and Power BI Committed to post-incident reviews (PIRs), root cause analysis, and driving preventive actions Actively exploring opportunities in Incident Management / Service Operations roles Let\'s connect if you\'re looking for someone who can bring calm to the chaos and ensure service reliability!
Experience
Information Technology Service Desk Team Lead
Mar 2024 — Present · Kolkata, IN
Supervise daily activities, allocate tasks and ensure team meets performance targetstrack SLAs and quality metrics to maintain service excellence guide team members through coaching, knowledge sharing and skill developmentprepare performance reports, publish roster and share updates with managementcoordinate with cross functional teams and stakeholders to resolve issues and attend daily calls in order to discuss objectives and areas of improvementensure SLA adherence to company policies and regulatory requirements regarding SLA communication
Education
Calcutta University, Kolkata
Bachelor of Science - BS, Science
Netaji Nagar College
Bachelor of Science
University of Calcutta
Bachelor of science , Science
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