I’m looking for a job where I can use my skills, continue learning, and take on new challenges. I also value a supportive work environment, good teamwork, and opportunities for professional growth. Most importantly, I’m looking for a role where I can contribute to the company while building my career.
Looking for a job
Rohan Datta
@rohandatta
Incident Management professional at Cognizant supporting Google Cloud certifications and resolving complex exam issues within strict SLAs.
IndiaWhat I'm looking for
At Cognizant Technology Limited, I support Google Cloud certifications, lab environments, voucher redemptions, and digital badges. I handle complex technical and connectivity failures during remote-proctored exams as a Tier 2 escalation owner, with a 95% resolution rate within strict SLAs.
I partnered with the Google Training & Certification team to document and escalate recurring platform bugs, provisioning errors, and user-journey friction. I also maintained knowledge base and FAQ content that reduced average TRT by 15%.
In my Incident Manager roles at Ariv Consultancy, Querencia Infotech, and Team Computers, I drove major incident management and coordinated bridge calls with technical teams, vendors, and business stakeholders. I also supported root cause analysis, corrective actions, and post-incident reviews.
Across incident and service operations, I worked with SLA/OLA and service KPIs, facilitated CAB meetings, and contributed to continual service improvement. Earlier roles included Active Directory support, IT helpdesk and technical support, and server and computer installations.
Experience
Work history, roles, and key accomplishments
Current
Managed high-volume support queues for Google Cloud certifications, lab environments, voucher redemptions, and digital badge synchronization. Served as Tier 2 escalation owner for complex technical and connectivity failures during remote proctored exams, maintaining a 95% resolution rate within strict SLAs.
FL
Associate Consultant II
Foray Software Limited
Apr 2023 - Sep 2023 (5 months)
Owned and drove end-to-end Major Incident Management, leading critical incidents and L2/L3 escalations to ensure timely service restoration and minimal business impact.
AC
Incident Manager II
Ariv Consultancy
Apr 2022 - Mar 2023 (11 months)
Owned and drove end-to-end Major Incident Management, leading critical incidents and L2/L3 escalations to ensure timely service restoration and minimal business impact.
QI
Incident Manager II
Querencia Infotech
Feb 2020 - Feb 2022 (2 years)
Owned and drove end-to-end Major Incident Management, leading critical incidents and L2/L3 escalations to ensure timely service restoration and minimal business impact.
Incident Manager
Team Computers
Nov 2018 - Dec 2019 (1 year 1 month)
Owned and drove end-to-end Major Incident Management, leading critical incidents and L2/L3 escalations to ensure timely service restoration and minimal business impact.
SS
Customer Service Officer II
Shomuk Engineering & Consultancy Services
May 2018 - Nov 2018 (6 months)
Created, deleted, and modified users in Active Directory. Set and reset user passwords and performed User Acceptance Testing.
Drove incidents to resolution through support engagement and documented key actions during major incident bridge calls. Conducted weekly SLA reviews with field engineers and vendors, and monthly reviews with clients.
Provided technical support to customers, resolving issues and ensuring customer satisfaction.
KL
Team Leader II
KodeBreakers GlobalTech Pvt Ltd
May 2015 - Jan 2017 (1 year 8 months)
Owned and drove end-to-end Major Incident Management, leading critical incidents and L2/L3 escalations to ensure timely service restoration and minimal business impact.
CL
Managed database of servers, created new user accounts, set user rights, and protected protocols. Created, configured, and troubleshot Microsoft Outlook accounts, and worked with ITSM and BMC Remedy tool.
Provided hardware and software solutions for wired and wireless networking issues, troubleshooting ISP, hub, antivirus, and internet-related issues. Created and closed tickets assigned to resolver teams.
On Job Trainee
HCL Infosystems LTD
Aug 2007 - Dec 2009 (2 years 4 months)
Installed new computers and peripherals, installed servers at banks and post offices, and configured CBS for various banks and CIPA at police stations.
Education
Degrees, certifications, and relevant coursework
Sikkim Manipal University
Bachelor in Computer Application, Computer Application
Bachelor in Computer Application degree from Sikkim Manipal University, completed in 2011.
Microsoft
Microsoft Certified System Administrator (MCSA), System Administration
Microsoft Certified System Administrator (MCSA) certification obtained in 2008.
IK
IIHT, Kolkata
Certificate course in Computer Hardware Engineering & Computer Networking, Computer Hardware Engineering and Networking
Certificate course in Computer Hardware Engineering and Computer Networking from IIHT, Kolkata, completed in 2006.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
55k-75k INR
Job categories
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