Debjit Mukherjee
Bengaluru
Summary
Results-driven IT Service Delivery and Operations Leader with over 13 years of experience managing end-to-end IT Infrastructure and Service Management across multi-client, global enterprise environments. Adept in delivering high-quality IT services aligned with business goals by leveraging ITIL best practices, ensuring operational excellence, and driving continuous service improvement.
Proven expertise in ITSM processes including Incident Management, Problem Management, Change Management, and Major Incident Management (MIM). Demonstrated ability to lead and mentor cross-functional teams of 35+ members, ensuring efficient service restoration, SLA adherence, minimal business disruption, and long-term resilience through proactive root cause analysis.
Skilled in stakeholder engagement, strategic planning, and process optimization to enhance IT service delivery and operational performance. Experienced in managing Windows Server environments (2000–2012) and Oracle Database Administration (10g–12c), with strong capabilities in performance tuning, high availability, backup and recovery, and incident resolution.
Completed COBIT 2019 and People Management Leading Program training by Capgemini. Certified in ITIL V3/V4, SAFe Agilist, Microsoft Azure Fundamentals, and Oracle Cloud Infrastructure (OCI). Committed to ISO 27001 standards, ensuring robust data security and regulatory compliance.
Recognized for reliability, adaptability, and a proactive approach to problem-solving. Strong time management skills and a continuous learning mindset, focused on driving service excellence, operational maturity, and organizational growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Service Lead – Managed Services
Capgemini Technology Services India Limited
01.2020 - Current
- Company Overview: Global Multi-Client – Infrastructure Services
- Lead a team of approx 35 members, driving efficient service delivery, ensuring alignment with ITIL standards, and fostering a culture of continuous improvement
- Work as a POC for service & account escalations, ensuring seamless communication & prompt issue resolution with global clients & internal teams
- Drive client satisfaction by providing regular service performance updates regarding BAU task, challenges, risk, reports, breaches, and overall deliverables, presenting key reports, attending stakeholder and client meetings, addressing challenges, and aligning services with customer expectations
- Manage incident, problem, and change management lifecycles, ensuring services are delivered within SLAs, and issues are resolved promptly and effectively
- Oversee the MIM process & governance, managing bridge calls, coordinating cross-functional teams, and ensuring timely stakeholder updates for effective service restoration
- Drive operational efficiency enhancement, monitoring SLAs and KPIs, and implementing proactive solutions to meet or exceed service delivery targets
- Lead Change Advisory Board (CAB) meetings, ensuring the proper execution of risk assessments, change approvals, and post-implementation reviews
- Prepare and maintain project documentation, including process trackers, RACI matrices, Monthly Service Reports (MSR), and other essential records
- Collaborate with the Transition Manager and incumbent organization to ensure the seamless integration of new accounts into existing operations
- Collaborate with multiple teams to resolve complex issues and ensure service restoration during critical incidents, minimizing downtime
- Global Multi-Client – Infrastructure Services
ITIL Service Management Coordinator
Capgemini Technology Services India Limited
06.2017 - 12.2019
- Company Overview: Global Multi-Client – Infrastructure Services
- Coordinated and enforced ITIL Incident, Problem, and Change Management processes, ensuring compliance with best practices and SLAs
- Managed high-priority incidents, guiding teams through root cause analysis (RCA) and ensuring quick issue resolution and service restoration
- Led CAB meetings, managing change approvals, risk assessments, and ensuring smooth and controlled implementation of IT service changes
- Conducted PIR meetings to evaluate the effectiveness of changes and ensure services were restored to BAU (Business-As-Usual)
- Acted as the central point for ITSM queries, maintaining strong relationships with internal and client stakeholders to drive service excellence
- Managed Known Error Database (KEDB), ensuring proactive problem identification and solutions to reduce service interruptions
- Led bridge calls and managed communications during major incidents, preparing RCA documents and ensuring timely delivery to stakeholders
- Global Multi-Client – Infrastructure Services
Oracle Database Administrator (L2)
Capgemini Technology Services India Limited
02.2014 - 05.2017
- Company Overview: Global Multi-Client – Infrastructure Services
- Administered and supported 800+ Oracle databases across DEV, UAT, and PROD environments, ensuring optimal performance and high availability
- Conducted database performance tuning, resolved issues on Oracle 10g, 11g, and 12c platforms, improving efficiency and system stability
- Managed database backups and recovery processes using RMAN, ensuring business continuity and data protection
- Led cloning and database refreshing using expdp/impdp utilities to maintain consistency and optimize testing environments
- Generated AWR, ASH, and ADDM reports to identify performance bottlenecks and implemented corrective measures to enhance database performance
- Managed Dataguard environments, resolving replication issues and ensuring high availability for critical production databases
- Worked closely with Oracle support to troubleshoot technical issues, ensuring prompt resolutions within SLAs
- Global Multi-Client – Infrastructure Services
Windows Server Administrator (L2)
Capgemini Technology Services India Limited
06.2012 - 12.2013
- Company Overview: Global Multi-Client – Infrastructure Services
- Managed Windows Server environments (2000, 2003, 2008, 2012), ensuring high availability, performance, and minimal downtime
- Resolved server incidents related to disk space, CPU utilization, memory, and hardware issues, maintaining optimal service delivery
- Supported Active Directory (AD), Group Policies, and DNS/DHCP configurations, ensuring secure and efficient user access and resource management
- Led server health checks, patching, and performance tuning to enhance system efficiency and reliability
- Ensured server backup processes were implemented correctly, resolving any issues related to backup failures and recovery processes
- Generated regular performance reports, providing key stakeholders with insights into server health and performance metrics
- Acted as the Single Point of Contact (SPOC) for server-related incidents, ensuring swift issue resolution within predefined SLAs
- Global Multi-Client – Infrastructure Services
Education
Bachelor of Science - Information Technology
Sikkim Manipal University
India01.2012
Skills
- ITIL framework
- Service level agreement management
- Knowledge Base Article
- Service Delivery
- Governance
- Problem Management
- Change Management
- SCRUM Methodologies
- Windows Server Administration
- Database Administration
- Incident Management
- Escalation Management
- Client Communication
- Stakeholder Communication
- Service Improvement Initiatives
- Major Incident Management
- Team Leadership
- People Management
- ISO 27001
- Internal Audit
- Compliance
- KEDB
- Cross-functional Team Coordination
Certification
- MCP (Microsoft Certified Professional), 8634307
- ITIL V3 Foundation in IT Service Management, 5166681.20322198
- ITIL V4 Foundation in IT Service Management, GR671343570DM
- Certified Scrum Master, 001323544
- Certified SAFe 6 Agilist, 12339681-5225
- Certified Azure Fundamentals, debjit_mukherjee10
- Oracle Cloud Infrastructure (OCI) 2024 – Foundations Associate, 1Z0-1085-24
- Google Project Management (Foundation), Certified
Accomplishments
- BRAINIAC Award in 2023 from Capgemini India – for KA documentation and other project documents.
- BRAINIAC Award in 2022 from Capgemini India – for automation ideas of basic task.
- Project Star Award in 2015 from Capgemini India – for highest incident resolution with quality.
Training
- SIAM Foundation – Organized by Capgemini
- AWS Fundamentals – Organized by Capgemini
- ITIL CDS – Organized by Capgemini
- COBIT 2019 - Organized by Capgemini
- Network Fundamentals – Udemy
- People Management Leading program from FranklinCovey by Capgemini
Personal Information
Date of Birth: 02/10/87
Timeline
Senior Service Lead – Managed Services
Capgemini Technology Services India Limited
01.2020 - Current
ITIL Service Management Coordinator
Capgemini Technology Services India Limited
06.2017 - 12.2019
Oracle Database Administrator (L2)
Capgemini Technology Services India Limited
02.2014 - 05.2017
Windows Server Administrator (L2)
Capgemini Technology Services India Limited
06.2012 - 12.2013
Bachelor of Science - Information Technology
Sikkim Manipal University
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