Abhishek Roy
Noida
Summary
Senior IT Service Delivery and Program/Project Management leader with 15+ years of experience managing enterprise-scale cloud and infrastructure services. Strong expertise in ITIL-based service management, major incident governance, change and release management, disaster recovery, and cloud migration programs. Proven ability to lead cross-functional teams, manage client relationships, and deliver complex transformation initiatives across Azure & AWS environments.
Overview
15
15
years of professional experience
Work History
IT Service Delivery & Project Management – Cloud Division
ION Trading India Pvt. Ltd.
Noida
12.2018 - Current
- Lead end to end service delivery for managed cloud clients and internal stakeholders, ensuring SLA adherence, operational stability, and high customer satisfaction.
- Act as Incident Commander for critical P1/P2 outages, leading restoration bridge calls, coordinating cross functional teams, and driving rapid service recovery.
- Ensure Root Cause Analysis (RCA) is completed for major incidents and oversee implementation of preventive and corrective actions to reduce recurrence.
- Manage Change and Release processes by chairing Change Advisory Board (CAB) meetings, ensuring risk assessment, approvals, and compliance with ITIL best practices.
- Automated weekly and monthly client service reports and maintenance communications using Power BI dashboards and Power Automate, improving transparency and reducing manual effort.
- Develop and govern change management policies and procedures, including risk analysis, mitigation plans, technical documentation, communication strategies, implementation and back out plans, and change calendars.
- Govern Disaster Recovery (DR) drills (bi annual) and lead actual DR execution during major outages, ensuring business continuity and compliance with recovery objectives.
- Lead internal cloud transformation projects including version upgrades and migrations, managing project scope, timelines, cost estimations, and approval processes.
- Coordinate with clients on migration schedules, cost projections, and contractual agreements, while tracking delivery progress with internal technical teams.
Service Delivery Coordinator
DXC Technology
India
03.2014 - 11.2018
- Managed major incidents, problems, and change controls across 8 enterprise accounts.
- Led service restoration calls for Severity 1 and 2 incidents and delivered RCA and action plans.
- Hosted client governance meetings including daily operations calls and monthly service reviews.
- Produced contractual weekly and monthly service performance reports.
- Worked extensively on ServiceNow, Remedy, and enterprise service management tools.
Client Technical Support Associate
Dell International Services
10.2012 - 03.2014
- Provided Level 2 escalation support for enterprise desktop, network, OS, and email issues.
- Managed end-of-day reporting and pending issue follow-ups for the support team.
Technical Support Engineer
IBM Daksh eServices Pvt. Ltd.
05.2011 - 09.2012
- Delivered Level 1 IT service desk support for infrastructure, network, email, Citrix, and VM-related issues.
- Used Remedy and Test Track for incident tracking and resolution.
Education
B.Tech / B.E. - Computer Science
West Bengal University of Technology
01-2010
Skills
- IT Service Delivery Leadership
- ITIL v3/v4
- Major Incident & Problem Management
- Change Enablement & CAB
- Program & Portfolio Management (PMP)
- Cloud Operations (Azure / AWS / GCP)
- Disaster Recovery & BCP
- Stakeholder & Client Management
- Automation (Power BI, Power Automate)
Languages
- Hindi
- Bengali
- English
- Hindi
- Bengali
Personal Information
Title: Leader - IT Service Delivery & Project Management – Cloud Division
Education Certifications
- B.Tech / B.E. in Computer Science, West Bengal University of Technology, 2010
- ITIL v3 Foundation Certified
Key Programs Projects
Amazon Cloud Migration Program, Coordinated multi-year migration from legacy infrastructure to cloud platforms. Managed environment testing, issue management, deployment activities, and production cutover across multiple clients.
Timeline
IT Service Delivery & Project Management – Cloud Division
ION Trading India Pvt. Ltd.
12.2018 - Current
Service Delivery Coordinator
DXC Technology
03.2014 - 11.2018
Client Technical Support Associate
Dell International Services
10.2012 - 03.2014
Technical Support Engineer
IBM Daksh eServices Pvt. Ltd.
05.2011 - 09.2012
B.Tech / B.E. - Computer Science
West Bengal University of Technology