Sayani Banerjee
@sayanibanerjee
IT service operations lead skilled in incident management and monitoring.
IndiaWhat I'm looking for
I am a detail-oriented IT professional with over eight years of experience in IT service operations, currently functioning as an Acting Team Lead. I combine hands-on incident management with stakeholder coordination to ensure reliable service delivery.
At Accenture I lead analysts, manage SLAs and escalations, and drive process improvements while contributing to a DevOps-aligned project using Salesforce, Dynatrace, Jira and Azure DevOps. I configure and maintain monitoring setups and generate analytical reports and dashboards to inform decision-making.
Previously, I supervised support teams at Wipro, led a 20-member team as a Subject Matter Expert, and handled major incidents, audits and training programs. I have experience across ServiceNow, StatusHub, Power BI basics, GitHub and Active Directory.
I bring leadership, adaptability and a continuous drive to learn modern IT tools and practices, and I focus on improving processes, maintaining SLA performance, and enabling teams to resolve incidents efficiently.
Experience
Work history, roles, and key accomplishments
ACLead a team of analysts for the SAP Concur project, managing SLAs, major incident resolution, and escalations while implementing Dynatrace monitoring and Salesforce dashboards to improve visibility and response times.
ACProvided L1 IT support for the NHS cloud transition, resolved tickets via ServiceNow, maintained SLA compliance, and authored knowledge base articles to streamline support processes.
WTSupervised an IT support team for Swire Oilfield Services, managed escalations and SLA performance, and conducted on-the-job training and knowledge base maintenance to improve service delivery.
WTLed a 20-member team for the British Telecom account, managed KPI dashboards, conducted audits and trainings, and served as primary escalation contact during outages to restore services promptly.
WTDelivered chat and voice-based support for telecom issues on the British Telecom project, managed incident coordination across shifts, and contributed to major incident responses.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Calcutta
Bachelor of Arts, Journalism & Mass Communication
Completed a Bachelor of Arts in Journalism and Mass Communication at the University of Calcutta, graduating in 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Interested in hiring Sayani?
You can contact Sayani and 90k+ other talented remote workers on Himalayas.
Message SayaniFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
