biswarup mukherjee

Senior Service Delivery Analyst

• Job Details:Single point of contact (SPOC) for all major incidents, providing real-time status updates to stakeholders and driving resolution within SLA. Led major incident bridges, coordinating with L2/L3 teams, SMEs, and vendors to reduce MTTR. Conducted thorough root cause analysis for each major incident and prepared major incident reports (MIR) with preventive actions. Collaborated with problem management to identify trends and implement solutions, reducing repeat incidents by 25%. Developed knowledge base articles and conducted training sessions for new joiners to improve first-time resolution rates.

Software Engineer

• Job Details:Managed end-to-end incident management, resolving 400+ priority tickets/month while maintaining 95% SLA compliance. Partnered with capacity, availability, and IT continuity teams to implement preventive measures and minimize disruptions. Automated incident status reporting via SFDC, improving stakeholder communication efficiency by 20%. Conducted monthly service reviews with leadership to analyse trends and recommend process improvements.

ERP Functional Consultant (SAP)

• Job Details:Oversaw 24/7 helpdesk operations, achieving 90% first-call resolution (FCR) for critical issues. Implemented knowledge base (KB) articles, reducing repeat tickets. Developed shift reports and escalation matrices to optimize team productivity and coverage.