Technical Lead - IT Operations Monitoring Analyst at Cognizant Technology Solutions (2025-08 – Present)
Responsible for proactive monitoring of IT Infrastructure, application and services to ensure optimal system performance, availability and reliability. Acted as the first line of defense in identifying, diagnosing and escalating incidents, and serving as a key link between frontline operations and Level3 technical teams.
- Proactively Monitor Servers, network, Databases and business critical applications using enterprise monitoring tools such as Solarwinds and Dynatrace.
- Identify performance degradation, Outages and anomalies; and perform initial diagnostics to assess impact and urgency.
- Log and document incidents accurately in Service Now, including details of action taken, troubleshooting steps and final Resolution.
- Perform basic troubleshooting of system and network issues (connectivity failures, service restarts, decommission server, remove DNS, turn off VM, Akamai cache clear, update CP Code, latency issue etc)
- Ensure timely communication and escalation of critical incidents and outages to appropriate stakeholders and higher support tiers.
- Participate in Change Management activities, including System updates, Patching and Schedule maintenance.
- Collaborate closely with L3 support teams to facilitate issue resolution, verify fixes, and assist with Root cause analysis.
- Maintain Shift Handover logs and ensure smooth continuity of operations across 24x7 support teams.
- Adhere strictly to SLAs, SOPs and ITIL based compliance standards to ensure consistent service delivery and operational excellence.
- Reduce average incident resolution time by proactively identifying and escalating critical alerts.
- Improved alert accuracy and reduce false positives by fine-tuning monitoring thresholds in Solarwinds/Dynatrace
- Contributed to Operational documentation and knowledge base updates to improve team efficiency
Technical Lead at Cognizant Technology Solutions (2025-02 – 2025-07)
- Created and managed user/group accounts and GPOs in Active Directory.
- Handled access control using NTFS permissions, Share-level access, and RBAC
- Provided L2 support for login, DNS, DHCP, and replication issues.
- Monitored security and handled incidents involving unauthorized access.
- Collaborated with Helpdesk, Security, and Network teams.
- Manage system and user administration, authentication, and profile control with precision.
- Handling ADS for user permission, creation and Resetting password.
Technical Lead at Cognizant Technology Solutions (2018-09 – 2025-01)
- Mobile Device Management using Intune in Platforms Like iOS and Android devices with Laptop Devices.
- MFA Authentication
- Manage WVD and AVD session in Azure Portal and troubleshoot to fix connection issue.
- Provided Technical Support and troubleshooting for End user tools, with a focus on Nexthink, to monitor, diagnose and resolve issues using remote actions
- Performed troubleshooting for SAP Logon PAD and SAP ADM Server issue
- Working on Issue like Lotus Notes Client, RMIS, VIPR, Power BI Application, Oracle client, Lotus Notes Client, SQL Server, WIFI, VPN connectivity, Symantec VIP access pin generation.
- Successfully tackled a wide range of network-related problems, encompassing local area connections, network access, email, and internet connectivity issues, enhancing overall network reliability and functionality.
- We check systems are compliant in Endpoint Portal
Technical Lead at Cognizant Technology Solutions (2017-11 – 2018-08)
Responsibilities of an end user support include providing professional support to the customers and computer users, detecting flaw in the computer hardware, software and other equipment's, and repairing the same. The major role of end user support professional is to diagnose a faulty program in the computer systems within an organization and provide immediate solution to the problem, so that the organization can run effectively.
FMS Engineer/Team Lead at CMS IT Services Private Limited (2016-11 – 2017-04)
Successfully functioned as FMS Engineer while deputed at Cognizant Technology Solutions, Kolkata as one of the integral Team Member of 24 members Facility Management Services (FMS) Team in 24x7 Support Environment
- Spearheaded technical troubleshooting for various desktop related problems to the end users at Cognizant Kolkata
- Efficiently maintained relationship with end users. Rendered technical support for Operating Systems, Application Software's, Patch Updation, Messaging and other desktop & server related services
- Handled Asset Inventory Management (Hardware & Software)
- Involved in vendor coordination for spares, preventive maintenance and other issues with respect to Service Level Agreement (SLA)
- Key role in initiating Virus control using McAfee Virus scan Enterprise & Security patch implementation
- Lead installation, configuration, up gradation and troubleshooting of different Software required for various projects for reputed clients like Axa Asia Belgium, AXA Voya, & Celgene
