Ritwik Das

I am a dynamic and results-driven IT professional with over 5 years of specialized experience in Major Incident Management and IT Service Management. My expertise lies in leading end-to-end critical incident response processes, ensuring SLA compliance, and minimizing downtime in fast-paced, enterprise-level environments. I leverage ITIL v4 best practices to coordinate real-time incident resolution, facilitate war rooms, and conduct Post-Incident Reviews to support continuous service improvement.

Currently, I serve as a Senior Systems Engineer at Cognizant Technology Solutions, where I drive Major Incident Management, facilitate outage bridge calls, and utilize tools like JIRA and ServiceNow for efficient incident tracking. My strong analytical skills and strategic approach to problem-solving enable me to communicate effectively with stakeholders at both technical and executive levels, ensuring swift resolution of incidents and adherence to service level agreements.

Throughout my career, I have been recognized for my commitment to service excellence, receiving accolades such as the Star Performer of the Team and the “On the Spot” Award for exceptional performance. I am passionate about mentoring junior team members and contributing to team capability enhancement, which I believe is crucial for effective incident response.