Soumik Mazumdar

Soumik Mazumdar Kolkata - /- Summary A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent knowledge of IT Service Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. Able to apply customer service concepts to it service and to improve user experience for clients, employees and administration. Skills include computer, networking, analytical thinking and creative problem solving. Experience LTI Mindtree Senior engineer cloud and infra management. May 2024 Hyderabad Global Administrator (Microsoft 365 Admin) The Global Administrator is the highest level of administrative role in Microsoft Teams and is typically responsible for managing the entire Microsoft 365 environment. Key Responsibilities: Manage Teams settings: Configure Teams settings across the organization. User management: Add, remove, or modify users and assign roles (e.g., team owners, members). Licensing: Assign Microsoft 365 licenses, including those for Teams. Access control: Control access to Teams and other apps, ensuring compliance with organizational policies. Service health monitoring: Monitor and troubleshoot service health issues related to Teams. Configure security and compliance policies: Implement data retention, eDiscovery, and other compliance measures in Teams. Teams Administrator The Teams Administrator manages the Teams-specific features and settings within the organization. Key Responsibilities: Team creation and management: Create, delete, and manage Teams for different departments, projects, or groups. Teams policies: Set and configure Teams-specific policies (e.g., messaging policies, meeting policies, app setup policies). Teams settings configuration: Customize settings for channel creation, notifications, and member permissions. Troubleshooting and support: Assist in resolving technical issues with Teams apps and services. Monitoring usage: Track Teams usage, monitor call quality, and manage reports on Teams activity. Compliance Administrator A Compliance Administrator manages compliance and governance settings in Microsoft Teams to ensure the organization complies with regulations. Key Responsibilities: Data governance: Implement retention, deletion, and archiving policies for data within Teams. eDiscovery and legal hold: Configure eDiscovery for legal investigations, including preserving data related to Teams. Audit logging: Review and analyse activity logs within Teams for compliance and security purposes. Summary of Key Roles: Global Administrator: High-level control over Microsoft 365 environment. Teams Administrator: Manages Teams app settings, policies, and service health. Team Owner: Oversees a specific Team, manages settings and members. Team Member: Participates in team activities and collaborates on projects. Guest: External participant with limited access. Compliance Administrator: Ensures compliance with legal and regulatory requirements. Support Staff/IT Support: Provides help with troubleshooting, training, and technical issues. ===================================== Exchange Online. The Global Administrator is the highest level of administrative role in Microsoft 365, and it typically has full access to all services, including Exchange Online. Key Responsibilities: Manage Exchange Online settings: Global administrators have control over the entire Microsoft 365 environment, including Exchange Online. They configure global settings for all users, such as organizational policies and compliance features. Create and manage mailboxes: Global administrators can create and delete mailboxes, assign licenses, and configure mailbox-related settings. Assign roles and permissions: They assign roles such as Exchange Administrator, Compliance Administrator, etc. Configure security and compliance settings: Set up and enforce security policies, such as spam filtering, message encryption, and advanced threat protection (ATP). Manage user licenses: Assign, modify, or remove Exchange Online licenses for users in the organization. Mailbox Delegate. In certain organizational setups, Mailbox Delegates are given permission to manage aspects of a user's mailbox, such as calendar appointments or email organization. Key Responsibilities: Manage calendars: A delegate may be authorized to manage a manager's calendar, schedule meetings, and set up appointments on their behalf. Access mailboxes: A delegate may be granted permission to access another user's mailbox to read, respond to, or organize emails (typically used in executive assistant roles). Approve or decline meeting invitations: The delegate may approve or decline meeting requests on behalf of the user, ensuring the user's calendar is kept up to date. User (End-User) End-users are typically the employees or individuals who use Exchange Online for email and calendar management. While end-users do not manage the service, they have certain responsibilities for how they use Exchange Online. Key Responsibilities: Manage own mailbox: End-users can manage their own email settings, create email signatures, set out-of-office replies, and organize their inbox. Use email securely: Be cautious about phishing emails, avoid clicking on unknown links or attachments, and follow company guidelines for email use. Calendar management: Schedule and manage meetings, send invitations, and maintain personal and team calendars. Email organization: Create folders, apply labels, and set up rules to organize and filter incoming emails. Concentrix Technologies August 2021 to Novembe 2023 Lead support engineer Gurgaon 1. Engaging with Global Admins and Troubleshooting Fixing Technical Issues: You provide direct support to Global Administrators of various organizations facing issues in Microsoft Cloud Services like Teams, Office 365, Exchange Online, Azure, and other Microsoft products. Root Cause Analysis: When an issue arises, you diagnose the problem and work toward providing a solution, collaborating with Microsoft’s internal teams if needed. Best Practices Advice: Provide recommendations to Global Admins regarding best practices in managing and optimizing Microsoft products, particularly around Microsoft Teams, Exchange Online, and Office 365. 2. Break-Fix Team Responsibilities Microsoft Teams: Troubleshoot Teams-related issues, such as connectivity problems, feature malfunctions, and integrations with other Microsoft 365 apps. Office 365 (O365): Address issues in the broader O365 ecosystem like SharePoint, OneDrive, and Exchange Online (EXO). Azure: Resolve Azure-related technical issues, including user access, permissions, or issues with cloud storage and services. Admin Portals: Work with various admin portals to resolve problems, including Microsoft 365 Admin Center, Azure AD, and Exchange Admin Center. Cross-Platform Troubleshooting: Deal with issues that may span multiple platforms (e.g., problems with both Teams and EXO), ensuring seamless coordination between services. 3. Collaboration with Microsoft Development Team Feedback and Feature Requests: Work closely with the Microsoft Development Team to identify recurring issues or common feature requests, suggesting improvements or changes to better meet client needs. Service Changes and Updates: Participate in discussions around new updates or features being rolled out for Office 365 or Teams, ensuring your team and clients are prepared. Implementation of New Services: Work on implementing new features or modifications to existing ones in response to client needs or internal requests from Global Admins. 4. Reporting and Analysis Issue Analysis: Regularly analyse and troubleshoot technical issues across Microsoft products, categorizing the problems (e.g., spam issues, service disruptions, etc.). Weekly Reports: Compile detailed reports for the Microsoft Development Team on the status of issues, trends, and the effectiveness of troubleshooting efforts. These reports help inform future developments and improvements. Client Satisfaction Monitoring: Ensure that all reported issues are resolved and document client feedback, making sure that client satisfaction is high. 5. Technical Operations and Team Management Operational Oversight: Monitor technical operations within the team, ensuring that internal processes and workflows are followed, and that all technical issues are tracked and resolved promptly. Staff Progress and Training: Evaluate team progress on technical projects and provide regular training sessions to improve technical knowledge, especially on new tools or features. Goal Setting: Set clear objectives and performance goals for the team, ensuring timely resolution of issues and high-quality service delivery. Client Satisfaction: Oversee all client interactions to ensure smooth functioning of operations and a positive client experience, acting as the point of escalation for complex issues. 6. Exchange Online (EXO) and Mail Flow Troubleshooting EXO Troubleshooting: Investigate issues related to Exchange Online (EXO), including mailbox access, mail flow, spam detection, and email headers analysis. Spam and Fraud Detection: Analyze suspicious email samples by examining email headers, Call to Action Domains, DMARC, and other email authentication parameters to identify and block spam and phishing emails. Write anti-spam, anti-fraud, and legitimate email detection rules using regular expressions to block or allow specific types of messages. Mailbox Management: Manage mailbox databases, including backup, repair, and recovery processes. Perform routine checks to ensure proper mailbox functionality. Cross-Forest Migrations: Help with cross-forest migrations, ensuring the smooth transfer of mailboxes and data across domains, especially in hybrid Exchange environments. Inbound/Outbound Mail Flow Troubleshooting: Troubleshoot issues in inbound and outbound mail flow, ensuring emails are correctly delivered and received in all versions of Exchange (on-premises and cloud). 7. Microsoft Project and Portfolio Management (PPM) Support User Support: Provide end-user support for Microsoft Project and PPM (Project Professional), troubleshooting connectivity and patching issues related to project plans and tasks. New User Onboarding: Assist in onboarding new users into Microsoft Project and ensure they have appropriate access to resources. User Account Management: Handle user account management tasks such as creating accounts, controlling access, and managing permissions. Access Control Management: Implement access control measures to ensure only authorized users have access to sensitive or proprietary project data. Project Workflow and Job Troubleshooting: Manage workflows within Microsoft Project, including failed queue jobs and workflow restarts, ensuring that processes run smoothly. Project Plan Recovery: Help recover or restore corrupted project plans or lost project data, especially in cases of failure or system crashes. Project Plan Imports: Assist users with importing project plans into Microsoft Project, ensuring proper formatting and structure. 8. Technical Expertise & Knowledge Sharing Expert Knowledge in EXO and Teams: Be a subject-matter expert in the troubleshooting and configuration of Exchange Online, Teams, and other Microsoft 365 products. Writing Documentation: Write and update technical documentation and knowledge base articles for the team to reference during troubleshooting and support activities. Continuous Improvement: Identify trends in support requests and technical challenges, and recommend proactive solutions or preventative measures to avoid future issues. Summary of Your Key Roles and Responsibilities: Technical Troubleshooting: Diagnose and resolve technical issues related to Microsoft Teams, Exchange Online, Office 365, Azure, and related admin portals. Client Engagement: Work closely with Global Admins to understand and resolve issues, and provide them with best practice recommendations. Team and Operations Management: Monitor the performance of the team, provide training, and ensure that goals are met while maintaining client satisfaction. Collaboration with Microsoft Dev Team: Provide feedback and work with Microsoft’s development teams on feature requests, improvements, and issue resolution. Security and Compliance: Handle spam detection, anti-fraud, and anti-malware measures for Exchange Online, including mail flow troubleshooting. Project Management Support: Provide support for Microsoft Project and Portfolio Management, assisting users with project plans, workflows, and account management. HSBC Feb 2020 / July 2021 IT SUPPORT ANALYST Hyderabad 1. Data Management and Risk Compliance Client Account Management: Oversee data services for client accounts, ensuring data is managed securely, ethically, and in accordance with relevant laws and regulations. This may include maintaining and improving data handling processes, ensuring client-specific compliance requirements are met, and safeguarding sensitive information. Risk & Compliance Monitoring: Monitor regulatory, financial, and operational risks across global client portfolios. You’re responsible for ensuring that compliance standards are upheld in the management of data, preventing potential legal or financial risks. Compliance and Risk Assessment: Conduct regular risk assessments to evaluate the organization's compliance with data protection laws, industry standards, and organizational policies. Identify areas of potential risk and implement corrective actions as needed. Internal Reviews and Audits: Perform internal reviews and audits of data handling and compliance activities to ensure adherence to policies and procedures. Track security, financial, and operational risks across the organization and develop strategies to mitigate them. Training on Compliance and Risk Management: Conduct training sessions to raise awareness of compliance and risk management practices across the organization. Ensure all employees understand the legal and ethical handling of data, financial regulations, and compliance requirements. Data Protection and Legal Ethics: Ensure that all data handling activities are performed in a legal and ethical manner, with a focus on data protection and privacy laws (e.g., GDPR, HIPAA, etc.). Oversee risk programs that focus on protecting client data and ensuring compliance with privacy and security regulations. 2. Incident Management and Service Monitoring Incident Management: Manage and respond to high-profile incidents related to data breaches, compliance failures, or service disruptions. This involves leading the Technical Bridge and engaging the necessary stakeholders, such as the Client, Onsite Portfolio Managers, Domain Leads, Internal Support Teams, and Third-party Vendors. Service Monitoring: Use tools like Relic (likely New Relic or a similar service) to monitor service performance and data availability, ensuring systems are functioning within expected parameters. Track and resolve any data protection or availability issues that arise. Incident Reports: After major incidents, produce detailed service incident reports that outline the timeline of events, the root cause, and the corrective actions to be taken to prevent recurrence. These reports help inform internal teams and clients about the incident’s impact and the steps taken to resolve it. Corrective Action Plans: Based on incident reviews, develop corrective service improvement actions and work to implement them to prevent similar incidents in the future. Escalation Management: When necessary, escalate incidents or issues to higher-level stakeholders, including clients and third-party vendors, to ensure timely resolution. 3. Team Management Responsibilities Day-to-Day Management: Oversee the daily operations of your team, ensuring that all tasks are being completed efficiently and that the team is meeting performance targets and deadlines. Motivating the Team: Inspire and motivate your team to achieve organizational goals and KPIs. Focus on fostering a positive and productive work environment where team members feel empowered to contribute to the success of the organization. Developing and Implementing Timelines: Set clear timelines for achieving goals and completing tasks. Help the team understand project milestones and manage their workload effectively to meet deadlines. Task Delegation: Delegate tasks to team members based on their strengths, skills, and development needs. Ensure that each team member has a manageable workload and the support they need to succeed. Training and Development: Provide training opportunities for team members to maximize their potential. Focus on improving skills in key areas such as data management, compliance, customer service, product knowledge, and communication skills. Offer continuous feedback and coaching to help the team grow. Empowering Team Members: Help build team members’ confidence and communication skills by offering regular support and mentorship. Encourage autonomy and decision-making within the team, ensuring that team members feel empowered to handle incidents and tasks independently. Case Auditing: Perform audits on case handling to ensure quality and accuracy. Review cases for compliance with company standards and provide constructive feedback to the team, ensuring that all incidents and tasks are handled according to best practices. Coaching and Feedback on KPIs: Regularly review team performance against KPIs and SSAT (customer satisfaction) metrics. Provide feedback to team members on areas for improvement, helping them align their work with performance goals. 4. Reporting and Documentation and R 2 R Service Incident Reporting: Produce comprehensive service incident reports for major incidents, detailing the timeline of events, actions taken, impact assessment, and any future corrective actions. These reports help stakeholders understand the incident and take preventive measures. Risk and Compliance Reporting: Provide regular compliance reports detailing the organization's adherence to regulatory standards. Track progress against risk management goals and ensure timely reporting to senior management and clients. Audit Reports: Prepare audit reports that document internal reviews of compliance and risk management activities. Share feedback with relevant teams and stakeholders to identify areas for improvement. Responsibilities in R2R Transaction Recording – Ensuring all financial transactions are accurately documented. Account Reconciliation – Matching financial records to ensure consistency and correctness. Financial Close Process – Completing month-end and year-end closing activities. Variance Analysis – Identifying discrepancies and providing explanations for financial trends. Regulatory Compliance – Ensuring financial reports meet legal and industry standards. Stakeholder Reporting – Preparing financial statements for internal and external stakeholders. KPI Metrics and Dashboards: Prepare and present dashboards and KPI metrics that track the team's performance and adherence to goals. This helps identify areas where the team is excelling and where improvement may be needed. 5. Compliance Program Implementation and Risk Mitigation Risk Program Management: Plan and implement risk-related programs designed to minimize financial, operational, and regulatory risks. This includes ensuring compliance with all relevant standards and addressing any gaps in security or compliance processes. Service Availability and Performance Monitoring: Oversee the monitoring of critical services to ensure high availability and performance. This includes identifying risks related to service interruptions and implementing actions to minimize those risks. 6. Collaboration with Internal Teams and Third-Party Vendors Collaboration with Internal Teams: Work closely with other internal teams to ensure risk and compliance policies are adhered to across the organization. Collaborate on developing and implementing improvements in incident management, data security, and regulatory adherence. Engagement with External Vendors: Manage relationships with third-party vendors to ensure they comply with your organization's data protection and compliance standards. This includes managing vendor performance, ensuring third-party tools are integrated effectively, and escalating issues when needed. IBM May 2019 / Feb 2020 IT TECHNICAL SUPPORT SPECIALIST Hyderabd 1. Major Incident Management (P1/P2 Incidents) Incident Handling and Resolution: You are actively involved in handling P1 (Priority 1) and P2 (Priority 2) incidents, which are critical service interruptions that impact business operations. This includes working on unplanned service disruptions across multiple clients, addressing issues related to: Internet connectivity Operating systems (Windows 7, 8, 10) Microsoft Outlook and Skype Application issues (e.g., Oracle PeopleSoft, SharePoint, Tableau) CISCO Jabber issues Citrix XenApp troubleshooting Root Cause Analysis: Once incidents are raised, you perform root cause analysis to identify the underlying causes and mitigate future occurrences. Incident Categorization and Prioritization: You categorize and prioritize incidents based on the client impact and business priorities. High-impact issues get immediate attention (e.g., P1), while lower-impact issues may follow a more measured approach (e.g., P2). 2. Communication During Major Incidents Communication with Clients and Stakeholders: During major incidents, you drive the Technical Bridge, a structured communication process, and engage necessary teams (e.g., support, development, and infrastructure) to provide updates to both internal stakeholders and clients. Impact Assessment: Assess the impact of the incident on the client and business operations. Regular Updates: Ensure that regular, clear, and timely communication is sent to clients and teams about incident progress and resolution status. Escalations: If needed, escalate to higher-level support teams, vendors, or management to resolve critical issues swiftly. Ticketing and Documentation: You ensure that all actions taken are properly documented within the ticketing system (e.g., ServiceNow or ARS Prod tool), providing a comprehensive incident timeline and the steps taken toward resolution. 3. Incident Management Tools Incident Creation and Tracking: You create, manage, and track incidents using the ServiceNow or ARS Prod tools. These tools help to manage the incident lifecycle, track progress, and ensure that tickets are resolved within the SLA (Service Level Agreement). Incident Review and Reporting: After the incident is resolved, you conduct Incident Review sessions to analyze the incident’s impact, identify areas for improvement, and ensure that corrective actions are implemented. Desktop Director Tool: Use this tool to monitor critical system status and assess system performance, particularly during incident resolution. 4. Technical Support and Application Troubleshooting Windows OS Support: Provide support for Windows OS issues (Windows 7, 8, and 10), including troubleshooting system crashes, performance issues, and updates. Microsoft Outlook & Skype: Address email and communication issues within Microsoft Outlook (e.g., connectivity issues, synchronization, configuration) and Skype (e.g., sign-in problems, call drops). Oracle Application Support: Manage and troubleshoot issues in Oracle applications like PeopleSoft, handling critical support for business functions. SharePoint and Tableau: Troubleshoot and provide support for SharePoint (document management, collaboration) and Tableau (data visualization, dashboard access management). CISCO Jabber: Provide troubleshooting support for CISCO Jabber, resolving any issues related to instant messaging, presence, audio/video calls, and collaboration. Citrix XenApp: Troubleshoot Citrix XenApp issues, such as application access, session stability, and performance optimization. 5. Team Management and Leadership Day-to-Day Task Management: Oversee the team’s daily tasks and ensure timely resolution of incidents. This includes monitoring project status, ensuring proper allocation of resources, and addressing any obstacles that arise. Team Performance and Goal Setting: Define clear goals and targets for the team to achieve. Motivate and guide the team to meet performance expectations and ensure that deadlines are met. Problem-Solving: Act as a problem solver when issues arise, helping the team overcome challenges and identifying solutions that meet client and business needs. Team Development and Training: Conduct training sessions to improve team knowledge and process understanding. This includes building their skills on incident management, troubleshooting techniques, and internal tools. 6. Metrics and Reporting KPI Tracking: Monitor and track key performance indicators (KPIs) to measure the team’s efficiency, such as: Incident response times Resolution times Customer satisfaction (CSAT) scores SLA adherence Dashboards: Prepare dashboards for leadership to provide visibility into the team's performance and the overall health of incidents, including any open incidents, resolved issues, and active escalations. Quality and Accuracy Monitoring: Ensure that all actions taken are accurate and in line with best practices. Monitor the quality of work produced by the team, conducting reviews and offering feedback as needed. 7. Project Planning and Collaboration Project Implementation: Assist in planning and implementing projects related to technical improvements, infrastructure updates, or new tool rollouts. Cross-functional Collaboration: Collaborate with other departments such as development, infrastructure, and client services to ensure projects are completed successfully and on time. Teamwork: Promote collaboration among team members to share knowledge, solve complex problems, and deliver solutions efficiently. 8. Process Improvement Incident Process Reviews: Regularly evaluate the incident management process and identify areas for improvement. Work with the team to implement best practices and refine workflows for faster resolution. Process Knowledge Sharing: Conduct knowledge-sharing sessions to ensure all team members are up-to-date with internal processes, new tools, or technologies that may impact incident resolution. 9. Continuous Improvement & Reporting Root Cause Analysis (RCA): Lead post-incident reviews to perform root cause analysis, ensuring that underlying issues are identified and resolved to prevent future incidents. Lessons Learned: Share the lessons learned from major incidents with the team and implement changes based on those findings to continuously improve the incident management process. Reporting to Stakeholders: Regularly provide updates to stakeholders (including management and clients) on incident status, root cause analysis, and resolution timelines. Document and share insights that can help in improving future response times and system stability. Summary of Major Responsibilities: 1. Incident Handling and Resolution: Manage and troubleshoot P1 and P2 incidents across multiple clients and services, including Microsoft OS, Outlook, Skype, Oracle, SharePoint, Tableau, and Citrix XenApp. 2. Technical Bridge and Communication: Drive Technical Bridge and ensure clear, timely communication with stakeholders during major incidents, including impact assessments and status updates. 3. Root Cause Analysis: Perform root cause analysis of incidents, documenting and categorizing issues based on impact and urgency. 4. Team Management: Oversee team performance, set goals, manage daily tasks, and ensure quality delivery. Conduct training and improve process knowledge. 5. Metrics and Reporting: Track KPIs and prepare dashboards to assess team performance. Monitor service levels and SLA adherence. 6. Collaboration and Project Implementation: Lead project planning and implementation activities while fostering collaboration across different technical teams. 7. Process Improvement: Analyze and refine incident management processes, lead post-incident reviews, and implement improvements based on insights and feedback. 8. Tool Management: Use tools like ServiceNow, ARS Prod, and Desktop Director to manage incidents, escalate issues, and monitor system health. Teleperformance India Indore TECHNICAL ASSOCIATE L1 1. Technical Assistance and Support Customer Support: Provide technical assistance to clients by resolving both hardware and software issues efficiently. This includes diagnosing, troubleshooting, and resolving various technical problems to ensure that customer operations continue smoothly. Network Troubleshooting: Conduct thorough network connectivity troubleshooting to identify and fix issues related to network performance, connectivity drops, latency, or hardware malfunctions. Ensure that network services are restored promptly to avoid business disruptions. Collaboration with Technical Teams: Work closely with a team of technical professionals to develop and implement innovative solutions for clients. Collaborate on challenging cases, sharing insights, and developing solutions that meet customer needs while optimizing system performance and stability. 2. Major Incident Management Incident Planning and Coordination: Take responsibility for planning, coordinating, and monitoring all activities related to Major Incident Management. Ensure that major incidents are tracked, reported, and escalated in accordance with the established process. Point of Contact for Major Incidents: Serve as the primary point of contact for Major Incidents. This involves taking ownership of the incident, coordinating between stakeholders (clients, internal teams, vendors), and ensuring timely resolution. Escalation Desk: Act as an escalation point for incidents that require immediate attention or that cannot be resolved within the first level of support. This includes guiding the escalation process and ensuring that the right resources are allocated to resolve the issue quickly and efficiently. Incident Tracking and Reporting: Monitor the progress of major incidents, providing regular updates on incident status. Ensure that all relevant stakeholders are informed throughout the incident lifecycle and that the incident response is tracked according to procedures. Post-Incident Reviews: After resolving major incidents, lead the post-incident review (PIR) to analyze root causes, identify areas of improvement, and implement corrective actions to prevent future occurrences. Produce detailed reports on the incident, including timelines, impact analysis, and actions taken. 3. Process Management and Deviation Remediation Process Monitoring: Ensure that the established processes for incident management, problem resolution, and escalation are followed. Monitor the effectiveness of these processes and report any deviations or breaches in the process to Team Leads/Track Owners. Deviation Remediation: In cases where a process is not being followed correctly or there is a process breach, take responsibility for addressing the issue. This may involve identifying root causes, proposing corrective actions, and ensuring the process deviation is resolved in a timely manner. Continuous Improvement: Regularly assess and improve internal processes to ensure that they align with best practices and support efficient incident handling. This may include adjusting incident classification, improving communication protocols, or optimizing escalation workflows. 4. Team Coordination and Leadership Team Coordination: Collaborate closely with team leads and track owners to ensure smooth incident resolution. Ensure that everyone involved in managing a major incident understands their roles and responsibilities. Task Assignment: Delegate tasks to team members as necessary, ensuring that the team can work efficiently towards resolving the incident. Oversee that the tasks are performed according to established timelines and standards. Communication: Facilitate communication between internal teams, clients, and third-party vendors to ensure that all parties are kept informed and aligned on the status of major incidents. This includes coordinating updates, ensuring that service-level expectations are managed, and escalating issues when required. 5. Incident Reporting and Documentation Incident Reporting: Ensure that all major incidents are documented in the incident management system (e.g., ServiceNow, Jira), including timelines, actions taken, and communication with stakeholders. Regularly update incident tickets to reflect the latest status. Root Cause Analysis (RCA): Conduct or oversee root cause analysis of major incidents to understand the underlying causes. Share findings with the team and relevant stakeholders to implement corrective measures that address both immediate and long-term issues. Performance Metrics: Produce incident reports and performance metrics to track how well the team is handling major incidents. This includes response times, resolution times, customer satisfaction (if applicable), and any process gaps identified during the incident lifecycle. Wipro Technologies May 2015 Feb 2017 SR TECHNICAL SUPPORT ASSOCIATE T2 Kolkata 1. Technical Troubleshooting and Resolution Complex Technical Issue Resolution: You are responsible for troubleshooting and resolving complex technical issues related to hardware (routers, modems, switches) and software. This requires deep technical knowledge of the systems involved and the ability to diagnose problems effectively. Hardware Support: Troubleshoot and resolve issues related to BT hardware products, such as routers, modems, and network switches. This includes both identifying hardware failures and resolving configuration issues that may impact performance. Network Issues: Handle more complex network issues related to FTTP (Fiber to the Premises), FTTC (Fiber to the Cabinet), and FTTH (Fiber to the Home) connections. Diagnose and resolve issues that affect network performance, ensuring minimal downtime for customers. Escalation Management: When critical technical issues arise, you are responsible for escalating high-level issues to BT engineers or specialized teams to ensure timely resolution for end users. 2. Client Relationship and Customer Service Client Interaction: Provide high-quality customer service by taking day-to-day customer calls, listening to their technical concerns, and resolving their issues promptly. Maintain a positive relationship with clients, ensuring they receive the support and services they need. Customer Issue Tracking: Keep track of technical issues reported by clients and provide updates on the status of resolution. Ensure clients are informed about the progress and any steps taken to address their concerns. Report Preparation: Prepare reports detailing the technical issues, including troubleshooting steps, progress updates, and resolutions. This documentation helps track recurring problems and serves as a reference for future cases. 3. Service Monitoring and Network Management FTTP, FTTC, and FTTH Services: Monitor the performance and availability of FTTP, FTTC, and FTTH connections, which are essential for high-speed internet access. Ensure service uptime and address any service interruptions that impact clients. BT Network Management: Oversee the operation of BT Cloud, BT Quantum, and Avaya network services, ensuring that these services are fully functional and meeting client requirements. This includes troubleshooting, maintaining network configurations, and resolving service disruptions. Email & Security Hosting: Provide IT support related to email and security hosting, including managing Office 365, domain hosting, and backup solutions. Troubleshoot email issues, ensure security protocols are in place, and address any email-related faults or failures. Network Fault Reporting: Report and track network faults, including issues with email systems and phone lines. Communicate with relevant teams to ensure these issues are resolved as quickly as possible. Fault Tracking and Reporting: Monitor the progress of network-related faults and provide detailed reports on the status of each issue. Maintain records of faults and resolutions for internal reporting purposes. 4. Internal Audits and Compliance Audit Management: Conduct internal audits and compliance audits related to escalated issues. Review incidents, identify process gaps or areas of improvement, and ensure that the resolution process complies with company standards and industry regulations. Performance Evaluation: Regularly audit call handling by advisors and provide feedback to improve performance. Assess both technical resolution and customer service quality during the troubleshooting process. Provide constructive feedback for continuous improvement. Compliance Monitoring: Ensure that all technical and customer service activities are compliant with industry standards and internal company policies. Monitor adherence to service level agreements (SLAs) and internal processes, and work to resolve any compliance-related issues. 5. Team Leadership and Mentorship Guidance and Mentorship: Provide guidance and mentorship to junior team members to help them develop their technical skills and improve their performance. Support them with troubleshooting techniques and best practices, offering advice on resolving complex issues. Team Performance Tracking: Keep track of team performance, focusing on individual and team-level metrics. This includes performance evaluations, identifying strengths, and pinpointing areas that require improvement. Shrinkage and Attendance Management: Monitor shrinkage plans (including time off and absenteeism) and manage attendance to ensure the team is adequately staffed and performance is not impacted by any attendance issues. Team Building and Motivation: Organize team-building activities and motivate team members to create a positive work environment. Encourage collaboration and communication within the team to enhance overall performance. 6. Reporting and Documentation Fault Progress Reports: Ensure that progress on network-related issues, email issues, and phone line faults is tracked and reported accurately. Regularly update the relevant stakeholders on the current status of issues and their resolution. Performance Metrics Reports: Prepare performance evaluation reports for internal teams, focusing on key performance indicators (KPIs), including response times, issue resolution rates, and customer satisfaction. Compliance and Audit Reports: Document audit findings and compliance reviews, ensuring that all activities align with established standards and processes. Education CMC, Wes t Bengal | Kolkata COMPUTER AND NETWORK May 2010 Apr 2013 GRADUATION WBCHSE | Kolkata Arts Apr 2008 Mar 2009 12TH WBBSE | Kolkata General May 2007 Apr 2008 10th Skills Problem solving · Communication · Leadership · Technical expertise · Troubleshooting · Customer service · Collaboration · Time management · Analytical thinking · Interests Playing Football and Gyming Languages English Hindi Bengali