I am currently working as a Major Incident Management LEAD
in Cognizant Technology Solutions and having 8+ years of
SHAAYER
MUKHERJEE
Lead, Major Incident
Management
 Incident Management
 IT Service Management
 Change & Release
Management
 Database Command Center
 Problem Management
 Project Management
 ITIL
CONTACT
Phone:
+91 9903287162
Linkedin Profile:
www.linkedin.com/in/shaayer-
mukherjee-19a083164
E-mail:
shaayer111@gmail.com
experience in Information Technology Industry.
Now, I am actively looking for a position with a fast-paced and
ambitious company which demands the best of my
professional ability in terms of technical and analytical skills
and helps me in broadening and enhancing my current skill and
knowledge.
Work Experience:
Cognizant Technology Solutions - [2019 - till Date]
• Incident Management – Resolving Incidents and
Monitoring Incidents queue across DB towers. Notify the
teams where the incidents are going to breach in sometime.
• MIM Management : Continuous monitoring of MIM
dashboard and engaging respective towers, managing the
calls and providing timely updates to management ,clients
and stakeholders.

• Bridge Management: Handling bridge calls and engaging
respective teams for any issues.
Other Responsibilities:
• Alert Management - Ensure all critical/Major PROD
alerts are addressed in the shift. Follow up on ageing alerts.
• SR Management – Resolving Service Requests and
Following up on SRs and Report requests
breaching/nearing the EDD
• Problem Management: Resolving problem tickets in
service now for all DB towers.

• Patching Management: Actively handing the patching
activities.
• Ticket Management: Working on several reports on
service now and publishing them on timely basis.
• Call Management: Hosting EOD call, Shift Assignment
Call, DSR Call, CAB call and all the important project
related calls.
• Quick acknowledgement, triaging, resolution of high
priority issues within SLA
• Direct communication with client regarding timely
delivery, problem solving, status reporting etc.
• Managing all the team members and addressing their issues
by providing them proper solution.
 • Working as a DR coordinator.
• Handling all the reports such as MSR, WSR, PMR,
MTTR etc.
• Training: Providing trainings to the team members and
beginners on various technical skills.

TATA Consultancy Services Ltd. - [2012 - 2019]

• Incident Management – Resolving Incidents and
Monitoring Incidents queue across DB towers. Notify the
teams where the incidents are going to breach in sometime.
• MIM Management : Continuous monitoring of MIM
dashboard and engaging respective towers, managing the
calls and providing timely updates to management ,clients
and stakeholders.

• Bridge Management: Handling bridge calls and engaging
respective teams for any issues.

Other Responsibilities:

• Ticket Management: Monitoring and resolving tickets

using ticketing tolls such as Service Now/SONIC.

• SLA Management : Quick acknowledgement, triaging,
resolution of high priority issues within SLA .
• Report Management : Preparation of SOP, MSR, WSR,
KEDB etc.

• Change Management : identifying code change to resolve
issue wherever needed and fixing them permanently.

• Release Management: implementing Hot Fixes in
Development and Production with 100% accuracy

• Patching Management: actively handing the patching
activities.
• Client Management : direct communication with client
regarding timely delivery, problem solving, status reporting
• Working as a DR coordinator.
• Call Management: Hosting CAB (Change Advisory
Board) call.
• Tool Management: Worked in Serena Dimension
Repository for deploying codes.
• Training: Providing trainings to the beginners on various
technical skills.

Academic Qualification:
• ST. LAWRENCE HIGH SCHOOL
• WEST BENGAL UNIVERSITY OF TECHNOLOGY
(WBUT)
• SYMBIOSIS CENTRE FOR DISTANCE LEARNING
(SCDL) - MBA (Information Technology)
Awards and Recognition:

• Gold Employee of the Year - COGNIZANT Technology

Solutions, 2020
• Customer Focus Award - COGNIZANT Technology
Solutions – 2020
• Employee of the Quarter – TCS, 2012, 2013, 2014, 2015
• Shining Star of the Year – TCS, 2016
• Employee of the Quarter - TCS 2017
• Star Performer of the Year - TCS, 2018
• Client Satisfaction Award - TCS, 2019

Certification:
ITIL V3 - Axelos
SQL (Oracle) Certified from NIIT
Basic Java Certified from NIIT
J2EE and DB2 certified Trainee in IBM Kolkata
KAIZEN (3 Times)
Ethical Hacking workshop from Metawing
Udemy Certification:
▪ Introduction to Service Management with ITIL v4,
▪ Service Now Certified Administration,
▪ Prince 2,
▪ Agile,
▪ Complete Agile Scrum Fundamentals,
▪ Microsoft SQL for Beginners,
▪ Relational Database Design,
▪ Oracle Database 12C SQL Certified Associate (OCA),
▪ Oracle DBA 11g/12c - Database Administration for
Junior DBA,
▪ Oracle Database Administration Workshop - 12C etc.

Hobbies and Interests:

• Street Photography (Winner of the Exhibition Category in
Corporate Photography Contest 2017 and 2018, Corporate
Photographer of the Year 2016-2017)
• Corporate Social Responsibilities (CSR)

Language Known:
English
Hindi
Bengali