Dip Chatterjee
Incident & Problem Management Specialist
ITIL 4 CERTIFIED ITSM Professional | 2+ Years Experience | ServiceNow & ITIL Expert | Immediate Joiner
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Professional Summary
I am a detail-oriented IT Service Management professional with over 2 years of proven experience managing complex incidents in high-stakes, 24x7 support environments. My expertise lies in leveraging the ITIL framework and ServiceNow platform to orchestrate seamless incident lifecycles from initial detection through final resolution.
Throughout my career, I've demonstrated an unwavering commitment to service excellence, maintaining 96%+ uptime across 50+ critical applications while successfully managing over 750 incidents monthly. My approach combines technical proficiency with strategic thinking, enabling me to coordinate cross-functional teams effectively and drive rapid service restoration during critical outages.
I specialize in transforming reactive incident management into proactive problem prevention through comprehensive root cause analysis, data-driven insights, and continuous process improvement initiatives that deliver measurable business value.
Quick Facts
  • 2+ years ITSM experience
  • 96%+ uptime achievement
  • 750+ incidents handled monthly
  • ServiceNow certified
  • ITIL framework expert
  • Immediate availability
Core Competencies
Incident Management
Expert in managing the complete incident lifecycle, from initial triage through resolution and closure, ensuring minimal business disruption.
  • Major incident coordination
  • Escalation management
  • War room leadership
Problem Management
Skilled at conducting thorough root cause analysis and implementing preventive measures to eliminate recurring incidents.
  • RCA facilitation
  • Trend analysis
  • Known error database
Process Improvement
Proven track record of optimizing ITSM processes to enhance efficiency, reduce resolution times, and improve service quality.
  • SLA compliance optimization
  • Workflow automation
  • Continuous improvement
Key Achievements & Impact
Throughout my tenure at Cognizant, I've consistently delivered exceptional results that directly impacted operational excellence and service quality. My data-driven approach and commitment to continuous improvement have yielded measurable outcomes across multiple key performance indicators.
96%
Uptime Maintained
Across 50+ critical business applications in 24x7 environment
750+
Monthly Incidents
Successfully managed and resolved with consistent SLA adherence
35%
RTO Improvement
Enhanced recovery time objectives through process optimization
15
SLA Breaches Prevented
Proactive monitoring and intervention over 6-month period
25%
Onboarding Efficiency
Improved through enhanced training and documentation initiatives
Professional Experience
Senior System Engineer
Cognizant
June 2022 - September 2024 | Greater Kolkata Area
Served as a critical member of the IT Service Management team, orchestrating incident response and resolution for a diverse portfolio of enterprise applications. Led major incident management efforts, coordinating with multiple stakeholder groups to minimize business impact and ensure rapid service restoration.
  • Managed end-to-end incident lifecycle for 50+ applications in 24x7 support environment
  • Coordinated cross-functional technical teams during critical outages and major incidents
  • Facilitated root cause analysis sessions and implemented corrective actions
  • Developed and maintained comprehensive incident knowledge base articles
  • Monitored SLA compliance and generated executive-level performance dashboards
  • Mentored junior team members on ITIL best practices and incident management procedures
Technical Expertise
ITSM Platforms
ServiceNow
Advanced proficiency in incident, problem, and change management modules
ITIL Framework
Deep understanding of ITIL v3/v4 best practices and service lifecycle
Ticketing Systems
Experience with multiple enterprise ticketing and workflow platforms
Tools and Technologies
Monitoring & Observability
Expertise in tools like QWS370, Outside View and ServiceNow for proactive system monitoring and log analysis, ensuring high availability and performance.
Cloud & Virtualization
Proficient with VMware, Active Directory and fundamental concepts of AWS Identity and Access Management for managing scalable infrastructure and deployment environments.
Collaboration & Communication
Utilized Microsoft Teams, Outlook, and Avaya Agent for seamless team collaboration, incident coordination, and project tracking in fast-paced environments.
Creation, Analyze & Presentation
Utilized Microsoft office tools like MS-Word, MS-excel, MS-PowerPoint to create technical SOPs, to analyze numbers and to present overviews as well as nitty-gritty of project.
Service Excellence Philosophy
01
Rapid Detection & Response
Immediate identification of service disruptions through proactive monitoring and automated alerting systems, enabling swift mobilization of response teams.
02
Effective Coordination
Seamless orchestration of cross-functional technical teams, ensuring clear communication channels and efficient resource allocation during incidents.
03
Transparent Communication
Regular, clear updates to all stakeholders throughout the incident lifecycle, maintaining trust and managing expectations effectively.
04
Root Cause Analysis
Comprehensive investigation to identify underlying causes and prevent recurrence through systematic problem-solving methodologies.
05
Continuous Improvement
Implementation of lessons learned and process enhancements to drive operational excellence and reduce future incidents.
Problem Management Excellence
Proactive Approach
My problem management methodology focuses on preventing incidents before they impact business operations. By conducting thorough trend analysis and identifying patterns in incident data, I've successfully eliminated recurring issues and improved overall system stability.
I lead structured RCA sessions that bring together diverse technical experts to uncover root causes systematically. These collaborative problem-solving exercises not only resolve immediate issues but also build organizational knowledge and strengthen team capabilities.
Through meticulous documentation and knowledge management, I ensure that solutions are captured, shared, and leveraged across the organization, preventing duplicate efforts and accelerating future resolutions.
42%
Reduction in recurring incidents through proactive problem management
28%
Decrease in mean time to resolution via knowledge base utilization
18
Known errors documented and added to knowledge repository
CERTIFICATIONS
CERTIFICATIONS
My commitment to continuous professional development is demonstrated through key certifications that validate my expertise in IT Service Management and related technical domains.
ITIL v4 Foundation Certified
Demonstrates a foundational understanding of the ITIL 4 framework, focusing on how to manage modern IT-enabled services, optimize value creation, and drive organizational change.
Education & Professional Development
Bachelor of Technology
Electronics and Communications Engineering
Supreme Knowledge Foundation
September 2018 - August 2021
Developed strong foundation in technical problem-solving, systems thinking, and analytical methodologies that directly support ITSM excellence.
Let's Connect
Ready to Contribute
I'm actively seeking opportunities to bring my ITSM expertise and proven track record to a forward-thinking organization. As an immediate joiner, I'm ready to hit the ground running and make an immediate impact on your service management operations.
My combination of technical proficiency, process optimization skills, and commitment to service excellence positions me to drive meaningful improvements in incident management, SLA compliance, and overall operational efficiency.
I'm particularly interested in roles that offer opportunities to work with cutting-edge ITSM technologies, lead cross-functional initiatives, and contribute to building world-class service delivery organizations.
Contact Information
Location:
Serampore, India
Phone:
+91 8240958980
Availability:
Immediate Joiner
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