Barenya Saha
@barenyasaha
Major Incident Manager specializing in global incident and resource operations optimization.
IndiaWhat I'm looking for
I’m a Major Incident Management professional with 15+ years of experience in telecom and enterprise environments. I focus on business operations, program coordination, resource management, and process optimization—driving measurable results like reducing MTTR by 35%.
I led 24x7 Global Incident Management operations for European, UK & Ireland, Middle East & Latin America markets, handling around 150 incidents a week. I coordinated real-time incident tracking with business units and resolution leaders, strengthened SLA/KPI governance, and earned a Service Delivery Excellence Award for a Customer First approach in Networks for 2024.
I also build smarter ways of working. I’ve automated incident checks using Ericsson-designed Agentic AI, and I’ve delivered an AI-powered chatbot agent integrated with ServiceNow (n8n + APIs) to streamline incident management, categorization, prioritization, and routing.
Experience
Work history, roles, and key accomplishments
Led 24x7 global incident management operations, reducing MTTR by 35% and coordinating high-severity (P4) incident response across business units and resolution teams. Managed CAS (Customer Access & Security) identity and access incidents, tracking KPIs and driving continuous operational improvements using JIRA and ServiceNow.
Managed end-to-end resource planning, workforce management, capacity planning, and bench/fulfillment metrics, delivering KPI dashboards and performance reporting. Led talent acquisition strategy and recruitment operational excellence, aligning hiring plans with business priorities and mentoring the recruiting team.
Education
Degrees, certifications, and relevant coursework
University of Calcutta
Bachelor of Commerce, Commerce
Earned a Bachelor of Commerce from the University of Calcutta in 2007.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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