Subhajit Ghosh
Incident Manager | Problem Manager | IT operations Manager | Service Delivery | Continuous Service Improvement
- Role
- Incident Manager at Cognizant
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Subhajit Ghosh
Incident & Major Incident Manager with 10+ years of experience in ITIL-driven service…
Experience
Incident Manager
Feb 2022 — Present · Kolkata, IN
Overseeing the incident management, Change management & Problem Management process lifecycle.• Develop, optimize and implement incident management protocols and best practices.•Collaborating with the Team Leads, Service Delivery Manager, Client SDM/SDC to ensure that all ITIL protocols are diligently followed.• Identifying reoccurring issues and driving RCA through Proactive problem management.• Driving Major Incident calls by coordinating between stakeholders & ensuring corrective actions are followed. Driving reactive PBI RCA by ensuring preventive actions plans closed by responsible team.• Track, Monitor and report incident metrices and trends. Provide actionable insights for process improvements.• Align team actions with organizational SLA/KPIs.• Enhanced process efficiency by 20% through Nexthink-driven CSI and automation which reduced incident resolution time by 15% & Increased FCR by 15%.
Education
University of Calcutta
Information Technology
2013 — 2016
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