Saikat Mukherjee

About Saikat Mukherjee

My self Saikat Mukherjee. Energetic,passionate & Hardworking Person with good communication and computer skills.•Working for Enterprise managed services and using enterprise tools •Part of Proactive desk work also making Power point presentation to display the monthly incident reports. • Served as MIM,responsible for the major incidents (P1 & P2) and managed resolution of major incidents in a timely manner,Ensuring minimal business impact and intimated escalation procedure as appropriate.•Participating in service review calls for reviewing the monthly major incidents and discussing the SLA.• Expertise on problem management,Identifying known issues and implementing Problem to solve the issue permanently.Having experience on creating RCA as a part of Problem management practice.Assigning the preventive actions by raising JIRA tickets to respective teams along with ETA.•Daily following up on the aging incidents and updates the work notes also chasing respective teams for updates.• Creating Process SOP for the team• Ensuring Correct Inventories hence hold basic standards of ITILPractice across the Team.•Setting Up end to end process OLA,SLA and drive continuous Improvement process.•Participate in post incident review and Root cause review call• Good knowledge in ITIL V4 practices.• Having experience alert monitoring where combining all the alerts into a single alert and automating it through Pagerduty tool.• Exposure in cloud hosted platforms like AWS,Azure with the knowledge and understanding of cloud infrastructure,migration and related technology.Understand technical information and concepts,especially as relates to database architecture,security,networks and CRM policies.• Good observation in setting rules in firewall Whitelisting and blacklisting of the IPs.Exposure in masquerading rules•Upgrading certificates in apache servers.•Able to build,maintain and leverage key relationships with internal stakeholders and service leaders to drive increased engagement and accountability of the work • Change management responsible for coordinating change requests,improving change templates,managing end to end change management processes. Active member of CAB prepare readiness for CAB committee.Involved in various change management reporting•Participate in Sprint call to provide updates on the JIRA stories and following agile methodologies for implementation of any project.•Having exposure in working with multiple tools like ITSM Tool-ServiceNow,BMC remedy,JIRA,ConfluenceCloud Infrastructure tool-AWSMonitoring tool-Pagerduty,Grafana

Experience

1. Senior Analyst

   Accenture

   Jul 2024 — Present · Kolkata, IN

Education

• Narula Institute Of Technology

  B.tech, Computer Science and Engineering

  2015 — 2019