Pranayan Sarkar
Incident Management
Talent
KolkataMember since October 3, 2026
Post-Incident Review
·
Hire this person
Send a job offer directly to this candidate
Post-Incident Review
About
As a dedicated Service Desk Analyst and Incident Manager, I am eager to bring my expertise in IT support and incident resolution to your esteemed team. My passion for delivering exceptional customer service and my commitment to continuous improvement align perfectly with your organization's goals. I am excited about the opportunity to contribute to a collaborative environment where I can leverage my skills to enhance user experience and drive operational excellence.
Experience
Service Desk Analyst - Wipro - Kolkata
(2014-08 - 2018-09)
- Resolved 95% of tickets on first contact, boosting customer satisfaction.
- Consistently exceeded performance metrics, driving team success.
- Managed high-volume ticket loads while maintaining quality service.
- Trained new analysts, enhancing team efficiency and knowledge sharing.
- Implemented knowledge base, decreasing repetitive inquiries by 25%.
- Fostered positive relationships, leading to increased user engagement
Incident Manager - Cognizant Technology Solutions - Kolkata
(2019-03)
- Led cross-functional teams to resolve incidents swiftly and efficiently.
- Achieved a 95% SLA compliance rate, exceeding industry standards.
- Facilitated post-incident reviews, driving accountability and learning.
- Trained staff on incident management best practices, boosting performance.
- Streamlined communication processes, improving stakeholder satisfaction by 50%.
- Implemented proactive monitoring, decreasing incident frequency by 25%.
Education
Bachelors of Commerce - Seth Anandaram Jaipuria (2011 - 2014)
Skills
Incident Management
