Deep Mukherjee

Associate Manager - Service Management

• Job Details:Led the incident management function, ensuring all major incidents were tracked and resolved within SLA, and guided the service management team on SLA, KPI, and escalation handling. Oversaw incident operations for Accenture’s top-tier clients: Hilton Hotels and the UK’s National Health Service (NHS). Managed a monthly average of 80,000+ incidents (2,000+ major incidents) for Hilton across 6,000+ global properties, and 70,000+ incidents (1,200+ major incidents) for NHS, supporting over 2.2 million users. Directed the problem management team, ensuring effective prioritization and resolution of recurring issues. Actively participated in daily change advisory board (CAB) meetings, managing emergency changes and requests for change (RFCs) to ensure minimal service disruption and compliance with change management processes. Delivered insightful incident trend reports using Excel, PowerPoint, and Power BI on daily, weekly, and monthly bases. Conducted daily client and senior management meetings to gather requirements and drive successful implementation across teams. Handled high-level client escalations, implementing preventive strategies to mitigate future issues. Acted as liaison with stakeholders and technical teams to resolve recurring incidents and identify permanent solutions. Maintained and regularly updated the known error database (KEDB) with relevant workarounds and permanent fixes. Collaborated closely with engineering and development teams to implement patches and resolve technical issues promptly. Ensured project adherence to all SLA commitments, reporting deviations proactively. Promoted knowledge sharing and self-service resolution by encouraging team members to utilize existing documentation and support tools. Fostered a positive team environment by resolving conflicts, addressing feedback, and motivating team members. Coordinated with resolver teams to swiftly mitigate client issues and enhance customer satisfaction and experience. Oversaw daily operations, established team priorities, managed schedules, and ensured delivery on performance, quality, and service metrics. Recruited, interviewed, and onboarded new employees; implemented mentoring initiatives to boost engagement and performance. Conducted multiple ISO audits and risk & compliance assessments, securing successful project clearance from external auditors. Designed and implemented over 17 in-house automation solutions, successfully deployed across the project to enhance efficiency and streamline operations. Performed random risk register and CDP control assessments to ensure all project stakeholders were informed and compliant. Spearheaded in-house automation initiatives as part of continuous improvement efforts. Prioritized and delegated tasks for efficient completion within team environment. Handled responsibilities successfully in manager's absence. Planned and led team meetings to review business results and communicate new and ongoing priorities. Implemented quality control measures to uphold company standards. Managed a high-performing team of over 110 professionals.

Technical Support Executive

• Job Details:Worked as a technical analyst and resolved issues for the clients.

Problem Manager

• Job Details:Handled incident and problem management team for one of the biggest client AB InBev.