Ayan Dasgupta

Background

About Ayan Dasgupta

Identify critical issues by proactive monitoring using the tools and alerts and engage the Support groups for quick resolution. Chair bridge calls for any P1 or P2 incidents. Send out communications to the Senior Management informing them about the current state of the application/service in question. Present retrospective data on the high impact bridges that may have led to the incident. Facilitate RCA, if required for the critical issues. Identify trends in low priority incidents for proactive Problem Management. This enabled technical teams to raise a flag when a recurring issue was seen. Make sure that the Problem Management processes and procedures are followed diligently. Member of the CAB and attend all meetings to provide inputs for any upcoming changes. Identify critical success factors and drive key performance indicators of the inherent processes (Incident and Problem Management) and ensure it conforms to ITIL best practices and standards. Identify process deviations proactively and generate service improvement plans in order to avert a potential delivery issue. Work on process revamps to keep every process current and report the outcome of the new process. Responsible for training new joiners and current staff on new process updates and coordinating trainings on new applications and Infrastructure with the support teams. Responsible for driving continual service improvements by collaborating with monitoring and business application teams.