Suramya Goswami
Problem Manager | RCA, PIR & Service Stability | ITSM & SIAM | @HCLTech
- Role
- Specialist at HCLTech
- Location
- Pilibhit, UP, IN
- LinkedIn followers
- 500 followers
About Suramya Goswami
I am an accomplished Associate Software Engineer with nearly 4 years of experience in Incident management and Identity and Access Management, focusing on delivering innovative IT solutions that enhance security and optimize operational processes. In my current role, I oversee incident resolution, facilitate new customer onboarding, and collaborate with cross-functional teams to improve service delivery, ensuring a seamless experience for all stakeholders.Through my proactive approach, I successfully reduced incident resolution time by 30%, significantly enhancing service reliability for over 100 clients. Additionally, I have played a crucial role in onboarding more than 50 new customers within a six-month period, which resulted in a remarkable 25% increase in customer satisfaction scores. My efforts in cross-team collaboration have also led to a 20% improvement in operational efficiency, greatly reducing the volume of escalated support tickets.I have developed a strong expertise in user access management, cloud configuration, and incident management, underpinned by a solid understanding of security standards and compliance within cloud environments. My dedication to continuous improvement and excellence in service delivery positions me as a valuable asset in any organization focused on enhancing its IT infrastructure and security posture.
Experience
Specialist
Jan 2025 — Present · IN
Working as Major Incident Manager
Education
Rajasthan Technical University
Bachelor of Technology - BTech, Computer Science
2016 — 2020
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