Azure Cloud
Abhishek Chanda
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Infrastructure Specialist – Change & Deployment Manager
Cognizant
11.2021 - Current
- Currently handle the IT Infrastructure Operations of Norwegian client, Service Level manager of entire Command Center team
- Responsible for controlling the lifecycle of all Change Requests
- Using the ITIL/ITSM standards, design and implement formal change management processes and procedures for IT applications and infrastructure components
- Approve/Reject change records at the required stages
- Host the CAB and attain required approvals and ensure approval process is followed for all changes
- Execute the change and release management process ensuring no disruption or degradation of service during the lifecycle of the change
- Manage and improve a high-volume release process that is uniform across all functions
- Prepare and publish Change Management reports and statistics to relevant stakeholders as required
- Drive adherence to the defined change management processes and where appropriate, initiate training to rectify non-conformance
- Ensure changes to production have been tested, documented, communicated, approved and successfully implemented
- Identify and document changes that bypass the Change Management process and provides information to the client to address compliance requirements
- Provide input to Incident and Problem Management personnel on change failures causing incidents
- Chair Change Advisory Board and ECAB meetings as per Business requirement
- Ensure all Major Incidents/P1s have Problem Records created post incident resolution to track the root cause, preventive actions for incident avoidance in the future
Professional-1 Project Management
DXC Technology
05.2019 - 11.2021
- Responsible for Server Provisioning and raising RFS (Request for Services) for the business unit
- Enable various teams to work together with Configuration Items and IT Assets
- Formed valuable workflows for Change Enablement and Service Configuration Management
- Applied Scrum ceremonies such as Sprint Planning and Daily Scrum to ensure proper execution
- Ensured complete floor support by benchmarking the different KPIs and SLAs for the team
- Authored IMKD Knowledge-base and achieved SLAs for the iBuild vertical of the process
- Delivered the parameters of each Service Level Agreement by finding and reducing defects
Technical Support Executive
Impelsys India Pvt Ltd
08.2017 - 05.2019
- Responsible for the end user and client tickets of 15 worldwide accounts in the eBook publishing space
- Have demonstrated cross domain knowledge, escalation management and troubleshooting skills
- Involved in high level problem solving by addressing the root cause of the issue
- Have, on several occasions, deployed the test build of an application as a workaround to the broken application
- Expert with Ticket Management tools such as Tivoli, ServiceNow and Deskpro
- Proficient in Project Management tools such as Smartsheet, Confluence and Jira
- Interacted with end users daily to minimize resolution time of Service Requests and Major Incidents
Remote Desktop Associate
IBM India Pvt Ltd
07.2014 - 08.2017
- Promoted to Level 1.5 from Service Desk on Feb ’16
- Involved with managing escalations and critical issues by coordinating with Incident Managers
- Achieved > 95% for Quality Score & First Call Resolution and >5 feedbacks for Customer Satisfaction (CSAT) while satisfying business needs of the client
- Handled technical queries for end users especially desktop and laptop issues
- Handled issues related to Citrix, Outlook, Network Connectivity, MS Office, Software installations, VPN, and Hardware and reduced crashes by optimising Virtual environments on Linux
- Played an active role during the migration of O2 Ireland to 3 Ireland
- Trained users on the new ITSM Remedy ticket tool
- Well versed with the Active Directory system
- As a User Admin, handled permissions of new users
- Offered Level 2 support to Jaguar end users by troubleshooting application issues and taking remote access
Timeline
Infrastructure Specialist – Change & Deployment Manager
Cognizant
11.2021 - Current
Professional-1 Project Management
DXC Technology
05.2019 - 11.2021
Technical Support Executive
Impelsys India Pvt Ltd
08.2017 - 05.2019
Remote Desktop Associate
IBM India Pvt Ltd
07.2014 - 08.2017
Bachelors of Engineering - Civil Engineering
Manipal Institute of Technology
06.2010 - 06.2014
Summary
Strategic Infrastructure Specialist bringing success in IT department support and infrastructure management. Highly skilled in system performance analysis and improvements. Eager to assist with perpetuating Cloud Computing Adaption and seamless migrations.
Education
Bachelors of Engineering - Civil Engineering
Manipal Institute of Technology
Manipal, India 06.2010 - 06.2014
Skills
- Incident management
- Disaster recovery planning
- IT collaboration
- Capacity planning
- Deployment support
- Application deployment
- Call escalation
- Client relations
Certification
Professional Scrum Master (PSM)
ITIL V4 Foundation
Accomplishments
Led NAS Storage & Datacenter Migrations for a German banking client, ensuring seamless Lift & Shift and DHSO migrations with minimal downtime. Managed high-value migration projects, achieving a 95% milestone completion rate while maintaining strict regulatory compliance. Optimized storage infrastructure, improving data accessibility, performance, and security, contributing to enhanced operational efficiency.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork from home optionPersonal development programsFlexible work hoursCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Software
SQL
Cisco Meraki
Oracle
Languages
Bengali
Native language
Hindi
Upper Intermediate (B2)
B2
English
Advanced (C1)
C1
Kannada
Elementary (A2)
A2
Spanish
Beginner (A1)
A1
Interests
Social Service
Volunteering
Fitness
Affiliations
- Axelos ITIL
- Scrum Alliance
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