Souvik Sana
Senior Analyst @ HCLTech IOMC • 4 + yrs in Banking‑IT @ Bandhan Bank • Core Banking, LOS & LMS • Research and Analysis • SQL, Python, ITIL 4 Certified • Driving 40 % faster ticket resolution & optimized workflows
- Role
- Senior Analyst at HCLTech
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
Experience
Senior Analyst
Feb 2025 — Present · Bangalore Urban, IN
Ensured high customer satisfaction, consistently achieving a 94% end-user rating.Delivered advanced client support and technical consultation services for enterprise-level applications used in the Verizon environment.Acted as the POC for issue resolution, coordinating with cross-functional teams to ensure minimal downtime and maximum client satisfaction.Performed incident, request, and problem management activities using ITIL-compliant service management tools, ensuring adherence to SLAs and operational standards.Analyzed client requirements and provide system recommendations, configuration support, and user guidance to enhance service delivery and application usability.Developed automation scripts using Python and SQL to reduce manual intervention, increase process accuracy, and save operational time.Created and maintained knowledge base articles, SOPs, and client-specific documentation to support smooth onboarding and issue resolution.Collaborated with global teams to support system upgrades, change requests, and release validations, minimizing risk and ensuring compliance with client protocols.Conducted performance trend analysis and propose proactive solutions to prevent recurring issues and improve system stability.Trained and mentored junior analysts in process adherence, client communication, and issue diagnosis techniques.Maintained a high standard of service quality, contributing to an overall 97% client satisfaction rate and significant internal process improvements.
Education
Central Calcutta Polytechnic (Govt. of W.B)
Diploma, Computer Science & Technology
2013 — 2015
Dream Institute Of Technology
Bachelor of Technology (B.Tech.), Computer Science and Engineering
2017 — 2020
Skills
- Leadership
- Management
- Microsoft Word
- Strategic Planning
- Microsoft Office
- Powerpoint
- Microsoft Excel
- Customer Service
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.