Dip Chatterjee

Monitored enterprise applications and infrastructure ensuring 99.9% uptime through proactive incident detection and resolution. Performed L1.5 troubleshooting and initial triage for application, server, and access-related incidents using ServiceNow knowledge articles. Managed P1/P2 incidents by initiating technical bridge calls, coordinating cross-functional teams, and providing real-time stakeholder updates.

Senior System Engineer - Cognizant Technology Solutions - Kolkata

(2022-06 - 2024-09)

• Monitored enterprise applications and infrastructure ensuring 99.9% uptime through proactive incident detection and resolution.
• Performed L1.5 troubleshooting and initial triage for application, server, and access-related incidents using ServiceNow knowledge articles.
• Managed P1/P2 incidents by initiating technical bridge calls, coordinating cross-functional teams, and providing real-time stakeholder updates.
• Ensured SLA adherence through continuous monitoring of incident queues, escalations, and resolution tracking.
• Validated incident categorization, prioritization, and configuration items submitted by Service Desk teams.
• Coordinated with vendors, ISPs, and onsite teams to accelerate incident resolution and minimize downtime.
• Executed user access lifecycle management across Active Directory.
• Reduced MTTR by 25% through workflow optimization and automation initiatives.
• Conducted Root Cause Analysis (RCA) and created problem records to prevent recurring production incidents.
• Delivered shift handovers and operational readiness reporting aligned with Managed Services best practices.

Bachelor of Technology - Electronics and Communication Engineering - Maulana Abul Kalam Azad University of Technology (2018-09 - 2021-08)