Sayan Kundu

**, **** **** ******* ******, Kolkata – 700005

Phone - +91-704******* / +91-727******* Email – ac8ipb@r.postjobfree.com / ac8ipb@r.postjobfree.com Social – www.linkedin.com/in/sayankundu08

Profile

Profession – Service Management

Discipline – Service Operations

Certification - ITIL V3 Intermediate Level certification including Service Transition ITIL V3 Foundation Total Experience – 4.85+ years

Relevant Experience – 4.85+ years

Experience of 4.85+ yrs in IT Service Management, Change Management, Incident Management, Major Incident Management, Problem Management, Service Request Management, Access Management, SACM/CMDB Professional Experience

Company TATA Consultancy Services

Designation IT Analyst

Job Role ITSM Process Manager

Period Feb 2017 – Present

Duties IT Service Management, Change Management. Incident Management, Major Incident Management, Access Management, Asset Management and CMDB-Configuration Management.

Responsible to gather requirements and write/document and maintain ITSM process documents library/repository including complimentary processes/SOPs in a client-consulting environments including: Incident, Problem, Change, Service Request, Configuration, Asset and Knowledge Management

Responsible to maintain detailed documentation and assist in further improvements of the best practice ITSM processes thereby achieving desired customer satisfaction and business value.

Good understanding of ITIL concepts (Service Operation and Service Transition) and applying them in real life business scenarios.

Good understanding and hands-on experience of leading ITSM toolsets such as Service Now, HP Service Manager, Remedy etc

Experience of supporting Service Operation Team in driving process redesign, documenting and maintaining the library of process documents and help to implement them in ITSM platforms

Transitioning from vendor provided BMC Remedy Solution to client supported ServiceNow instance

ITIL V3 implementation (Incident, Major Incident, Service Request, Change)

Assist in driving and promoting Service Management best practices in process areas such as Incident, Change Management and Service Request Management within the Application Services team.

Ensure that all documentation for Incident and Change process are kept up to date.

Execution of Major Incident process tasks in adherence with global and local requirements.

Applying standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum.

Drafting Major Incident minutes during the P1/P2 incidents and document the Key points discussed during the bridge calls with accurate timeline and after call.Sharing the Major incident minutes with all the participants.

Analyzing the trend of incidents to understand any potential disruption of services

Manage weekly and monthly Incident, Change and Problem review meetings and provide data metrics to Leadership.

Engaging different support teams and technical teams on Bridge Calls for quick resolution of critical and high priority incidents and coordinating with technical teams during service restoration.

Ensuring Request for Change (RFCs) are raised to required standards with proper and all details mentioned. In addition, I also make sure that proper risk assessment has been done and a valid business justification for the change exists along with appropriate implementation, test and rollback and communication plans.

Ensuring that all RFCs are assigned to appropriate technical and business approvers and their approval/ non approval are recorded along with appropriate actions. Chasing outstanding approvals or outstanding tasks throughout the Change Management Lifecycle

Arranging, managing, facilitating and documenting Change Advisory Board (CAB) meetings. Ensuring that proper follow-ups are done following Emergency CAB (E/CAB).

Ensuring full adherence to Change Management process and other compliancy requirements. Documenting and reporting of any breaches to appropriately appointed authorities. Participate in After Action Review post failed changes.

Change Review (Normal Change, Standard Change, Emergency Change) and Change Approval (Emergency Change)

Configuration Management and CMDB maintenance - Verifying the configuration records against the infrastructure and to correct any exceptions.

Maintain the integrity of the data in the CMDB and adhere to the end to end SACM processes and procedures.

Performing configuration audits to verify and validate the contents of the CMDB correct any exceptions past and present. Periodic audits and data cleanse of CMDB

Updating Requests for Change (RFC’s) to ensure accurate changes and validation, and Impact assessing changes as part of the CI Linking task.

Update incoming CIs as they are identified by RFCs and others that are not driven via Change process.

Make sure all Service fulfilment/catalogue orders have representation as CI’s and underlying assets in the CMDB

Company BT e-Serv India Pvt. Ltd

Designation Service Desk Associate

Job Role IT Service Management Analyst

Period July 2014 – January 2017

Duties Coordinate and drive multiple IT Service Operation processes and initiative based on the ITIL Framework (Service Desk, Incident Management, Problem Management, IT Service Request Fulfillment)

Primary responsibility for monthly IT Service management status reporting, ITIL process improvement prioritization process.

Key ownership of IT Service Management tool, defining enhancements and implementing adjustments based on business and IT requirements.

Sending communication to leadership team about progress of high severity incidents on regular intervals.

Initiating bridge calls in case of high severity incidents and ensuring coordination among teams for resolving incidents.

Sharing of Daily / Weekly / Monthly / Hourly reports with the management

Managed the initiation and impact of changes

Update the management and clients about the status of changes and issues arising out of them

Drove company-wide process improvement, both for change management and for interrelated processes.

Maintain the change calendar and distribute communications as appropriate

Review, manage and communicate changes/impacts across the environment ensuring compliance

Extracting dumps of Incidents/Change/PR/SR and sending to the Quality team which is used for preparing various reports like Ageing report, SLA report, etc.

Analyzing the trend of incidents, issues reported to detect potential disruption of service

Generating reports using appropriate SAN – Router combination and testing the BTNET Reporting tool before implementation and generation of the bandwidth utilization reports for business customers.

Preparing and updating support documentation and training new analysts thoroughly

Responsible for process improvements – ensured helpdesk has almost nil escalations and quick resolution for the end users

Registers and/or ensures registration of new Assets Configuration Items CIs

Assist in the Audits of the CMDB as planned in the Audit Schedule to ensure accuracy

Identifying discrepancies and driving same to closure to maintain accuracy of the CMDB

Assisting in SACM Service Level Agreement reporting, both operational and adhoc reports as required and agreed.

Works closely with the Change Managers to ensure that CI changes updates are reflected in the CMDB in a timely manner.

Ensuring that information held in the CMDB is accurate

Was adjudged as “THE ASSOCIATE OF THE YEAR - HELPDESK” the PATHBREAKER Award for the year 2014 – 2015.

Company Cognizant Technology Solutions

Designation Programmer Analyst Trainee

Job Role IT Service Management Associate

Period December 2013 – April 2014

Duties Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep the world class systems running. Accurately defining a client issue and interpret and design a resolution based on deep product knowledge.

Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management

Investigating and recording the failed changes, unauthorized changes and changes resulting in major incidents

Inputting to Change record approval decisions on an ad hoc basis and through internal CAB (Change Advisory Board) meetings

Provide 24x7 Tier 1 support for all High Priority Incidents

Hosting conference calls (Technical and Managerial) and facilitating effective incident management through-out the incident lifecycle, in-line with agreed service definitions.

Meeting and improving established service delivery SLA’s

Produce activities and workflow documentation for Change, Incident and Problem Management

Secondary support for Configuration Management – CMDB and Communications Management

(Outage, Change, escalation etc.)

Effectively execute and drive continuous improvement for IT Change Management Skills

Professional Skills

IT Service Management, Incident Management, Major Incident Management, Change Management, Service Request Management, Access Management, Problem Management, CMDB – Configuration Management. Interpersonal Skills

Quick Learner, Goal Oriented, High Level of Accuracy, Ability to Multi-Task, Pro-Active, Hardworking, Problem- Solving Skills

Personal Skills

Adaptable, Analytical, Reliable & Competent, Positive Approach, Good Communication Professional Competencies

Tools Proficiency

Service NOW, HP Service Manager, BMC Remedy User, Citrix Xenapp, Microsoft Exchange Console, Microsoft FIM Leadership Quality

Acted as team lead for the BTIS/ My Account project in BT from Kolkata site.

State level Chess Player.

Education and Credentials

Professional Qualification Educational Qualification Degree University YoP CGPA

B. Tech WBUT 2013 7.57

Level Board Year Of Passing Marks Higher Secondary (Class XII) WBCHSE 2009 81.50

Secondary (Class X) WBBSE 2007 71.12

Projects and Certifications

Personal Information

Declaration

I hereby declare the above written particulars are true to the best of my knowledge. Place: Kolkata

Sayan Kundu

Title Project / Certification Platform Organisation ITIL Intermediate Service Transition Certification ITIL Axelos ITIL Foundation V3 Certification ITIL Axelos

Name Sayan Kundu

Date of Birth 08/01/1991

Gender Male

Father’s Name Uttam Kundu

Marital Status Single

Nationality Indian

Current Address Kolkata

Permanent Address Kolkata

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