Saswata Ghosh

Incident Manager @Cognizant

Kolkata, IN

Key DeliverableResponsible in leading, managing and restoring the normal service operation as quickly as possible to reduce the business impactInitiating critical bridge calls, coordinating with senior domain track leads, application owners and updating the client from time to timeResponsible for communicating with the project manager and directly work with Tier 1 support to ensure proper recording of incidentsDetermines if an incident needs to be escalated according to priority and severity of the issuesReviewing the incident and problem ageing reports which are in progress and pending status and driving to restorationDocument troubleshooting steps and service restoration details and submitting knowledge articlesPoint of contact of all major incidents and outagesAnalyze trends of incidents and working closely with SDM to drive the trends downwardsResponsible for managing the complete life-cycle of all the problems to prevent incidents from happening and minimizing the business impactPerforming root cause analysis (RCA) to detect the root cause of the problems within IT infrastructure using 5 Why’s techniqueMaintains the information about Known Errors and Workarounds in Known Error Database (KEDB)Raising RFCs to resolve problems and work in conjunction with Change Management teamAbility to create management reports such as incident reports, SLA breached reports, RCA reports and auditing reportsParticipation in weekly and monthly patching activity and migration activity for validation purpose

Grace Ling Liang English School

Science

Camellia School Of Engineering and Technology

B tech

Grace Ling Liang English School

Science