Subhadip Bose
Major Incident Manager & Problem Manager Lead at Accenture || 13 + years of total experience in IT Service Management (ITIL Framework) || Ex DXC || Ex Capgemini || Ex HCL || ITIL V4 and SIAM Certified
- Role
- Major Incident Manager at Accenture in India
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Subhadip Bose
Senior Analyst with 13+ years of experience in IT Service Management under the ITIL…
Experience
Major Incident Manager
Oct 2017 — Present · Kolkata, IN
PROFILE SUMMARY• Senior Analyst with 12+ years of experience in IT Service Management under the ITIL framework. Proficient in Major Incident Management, Problem Management, and crisis handling for enterprise environments. Adept at ensuring operational efficiency, minimizing business impacts, and driving seamless communication across stakeholders. Executing the key role of Major Incident Manager and Problem Manager at Accenture. • Major Incident Management: Lead the P1 and P2 Major Incident Bridge calls with relevant teams/vendors. Follow the communication process for business and technical towers within the estimated timeframe. Focus on minimizing business impact while working towards permanent resolutions. Adhere process checklist• Problem Management: Manage the lifecycle of problems through root cause analysis and resolution tasks. Lead Root Cause Analysis investigations to identify issues. Chair Problem Meetings and Major Incident Review meetings regularly. Ensure problem records are updated as per business requirements. Escalate Problem actions in a timely manner. Provide RCA for problem tickets.• Data Center Management: Manage Data Center power maintenance activities.• Team Leadership: Independently lead the team during shifts and address any escalations or concerns that arise.• Daily Operations: Chair daily ops call with technical towers, Service Desk, and senior management to ensure incidents are addressed within SLAs. Chair weekly calls with technical tower leads to plan for minimizing P1/P2 incidents• Crisis Management: Chair crisis management calls during environmental disasters (e.g, hurricanes, COVID-19). Send notifications to the business during crises. Monitor dashboards during crises.
Education
West Bengal University of Technology, Kolkata
Bachelor's degree
West Bengal University of Technology, Kolkata
Bachelor's degree
2008 — 2011
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