I’m seeking a role where I can apply my expertise in service reliability, automation, and incident management to enhance system performance and stability. I value opportunities that foster learning, collaboration, and measurable impact while contributing to operational excellence and customer satisfaction.
Looking for a job
Souvik Sana
@souviksana
IT Application & Service Reliability Support | ITIL V4 Certified | Incident Management | Network Troubleshooting | Configuration | Python & SQL
IndiaWhat I'm looking for
IT Application and Service Reliability professional with over 4 years of experience in Banking-IT, specializing in incident management, automation, and service delivery within ITIL frameworks, seeking to leverage these skills in a Site Reliability Engineer role.
Experience
Work history, roles, and key accomplishments
HT
Current
Senior Analyst
HCL Technologies
Feb 2025 - Present (1 year 4 months)
• Resolved 1,200+ incidents via ServiceNow under ITIL 4, sustaining 98% SLA compliance.
• Troubleshot 300+ configuration & connectivity issues with infra teams.
• Developed Python-SQL automations, reduced manual effort by 35%, saved 120 hours/month for team.
• Supported 15+ migrations with <1% downtime.
• Maintained 100+ RCA/config docs and led 5+ process improvements boosting efficiency 20%.
BB
Application Support Manager L1,L2
Bandhan Bank
Jul 2021 - Feb 2025 (3 years 7 months)
• Supported CBS, LOS & LMS across 8,000+ branches, ensuring 99.5% uptime.
• Managed 40K+ incidents & 25K+ tickets with 78% FCR and 32% faster resolution.
• Led UAT & QA cycles reducing go-live issues by 50%.
• Drove automation, authored 100+ KB docs & improved SLA compliance by 37%.
Education
Degrees, certifications, and relevant coursework
DT
Dream Institute of Technology
Bachelor of Technology, Computer Science and Engineering
2017 - 2020
Completed a Bachelor of Technology in Computer Science and Engineering between June 2017 and April 2020.
CP
Central Calcutta Polytechnic
Diploma, Computer Science and Technology
2013 - 2015
Completed a Diploma in Computer Science and Technology from Central Calcutta Polytechnic between May 2013 and April 2015.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
700k-1000k INR
Social media
Job categories
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