ARIJIT MODAK
Senior IT Service Manager
Bangalore
Summary
Dynamic ITSM Operations leader with a proven track record at Tata Consultancy Services, specializing in major incident and change management. Excelled in steering cross-functional teams towards excellence, enhancing service delivery, and fostering customer-centric solutions. Expert in ITIL framework and adept at crisis management, demonstrating exceptional team collaboration and leadership skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Change Coordinator - ITSM Operations
Caterpillar India Pvt. Ltd. under payroll of Randstad Technologies Pvt. Ltd.
Bangalore
08.2023 - 07.2024
- Steering effective ITSM operations analysis, reporting, and monitoring of change implementations, as well as internal audits for an offshore professional services network client.
- Executed extensive documentation projects for major change management as a subject matter expert.
- Review and publish the change release as per the request.
- Present enterprise changes to the CAB for client approval.
- Coordinated with team for efficient execution in production.
- Report weekly trends, pending tasks, and approval lists to clients.
- Conducted training sessions to educate staff on the impact of changes on their roles and responsibilities.
- Coordinated with all stakeholders involved in the change process to ensure timely completion of tasks.
- Created communication plans to inform employees about upcoming changes and their implications.
- Worked with cross-functional teams to achieve goals.
- Created problem reports for all identified issues with detailed descriptions of symptoms, causes and resolutions.
- Conducted record searches and coordinated with other units on procedural problems involving complex cases.
Senior System Engineer - ITSM Operations
Kyndryl Solutions Pvt. Ltd. under payroll of Collabera Technologies Pvt. Ltd.
Bangalore
01.2023 - 05.2023
- Conducted comprehensive reporting and monitoring tasks for service management.
- Served extensively as a Subject Matter Expert in managing major incidents.
- Reviewed and published knowledge articles upon request.
- Verified article classifications to match specified standards.
- Update knowledge articles with author feedback.
- Coordinated ownership and approval groups with revised role assignments.
- Checked article categories for proper configuration items and approval groups.
- Compiled and updated published and retired knowledge article lists.
- Monitored incident resolution process to ensure timely completion.
- Conducted root cause analysis to identify underlying issues causing customer-reported incidents.
- Coordinated communication between customers and support teams during incident resolution process.
- Worked with cross-functional teams to achieve goals.
Senior Consultant - ITSM Operations
Tata Consultancy Services under payroll of IDC Technologies Pvt. Ltd.
Bangalore
10.2021 - 10.2022
- Steering effective ITSM operations analysis, reporting, and monitoring tasks for SLAs adherence including service management and internal audit for offshore semiconductor manufacturer client
- Conducted analysis and ensured efficient management for Incidents (P1 & P2), Problems, and Requests.
- Reviewed and published knowledge articles while categorizing them per requirements.
- Ensured ITIL process adherence for high-quality system performance.
- Supported enhancements through detailed product-level assessments.
- Managed critical escalated incidents with prompt resolution.
- Analyzed RCA and CIP documents to ensure completeness.
- Delivered comprehensive service-level dashboards for management regularly.
- Prepared team performance assessments for presentation to Executive Team.
- Create documentation on Major Incident Management for event chronology tracking.
- Collaborated with administrators and engineers for regular infrastructure upkeep.
- Handled problem tickets for recurring and major incidents.
- Conducted internal audits for infrastructure services; ensured timely closure of incidents.
- Collaborated with cross-functional teams throughout the organization to ensure alignment of objectives.
Service Manager - ITIS Operations
IBM India Pvt. Ltd. under payroll of Net Connect Pvt. Ltd.
Bangalore
01.2019 - 10.2021
- Administered user, group, and service account management in Active Directory.
- Outlined structured methodologies for Change Management processes.
- Managed coordination of major incidents, changes, and problems.
- Managed authorization request inflows using Service Now and UAT tool.
- Assisted in automating processes.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Responded to critical incidents without delay.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
System Administrator in ITIS Operations
Infinity Infotech Parks Ltd. under payroll of Anant Education Initiative
Kolkata
09.2012 - 09.2017
- Supervised all aspects of the Service Desk for the financial client.
- Managed SAP-based procurement processes for both hardware and software under ITIL guidelines.
- Oversaw the creation, modification, and deactivation of Exchange Mailboxes.
- Collaborated with IT teams to design and improve the network architecture, enhancing overall performance and reliability.
- Installed security software to protect networks.
- Monitored system performance to ensure optimal operations and identified potential issues.
- Coordinated with third-party vendors for resolution of incidents or provisioning services.
- Administered user accounts, permissions, and access controls, enhancing security and compliance.
Junior System Administrator- ITIS Operations
Infinity Knowledge Venture Pvt. Ltd.
Kolkata
08.2011 - 08.2012
- Managed backup, user account and helpdesk systems.
- Provided remote support for off-site locations via VPN connections.
- Managed Active Directory accounts including creating user profiles and resetting passwords.
Junior System Administrator- Data Analysis Operations
Datatech Solutions Pvt. Ltd.
Kolkata
10.2010 - 06.2011
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Coordinated with vendors for installation of new products or services.
- Managed backup, user account and helpdesk systems.
Education
B.Tech. - Computer Science Engineering
West Bengal University of Technology (WBUT)
West Bengal, India01.2009
Skills
- Major incident management
- Incident management
- Service documentation
- Change management
- Problem management
- Crisis management
- Service level agreements
- IT Service Management
- Cross-functional coordination
- Service delivery management
- Team collaboration and leadership
- Training & Development
- Customer focus
- Active Listener & Communicator
- MS Office
- ITIL framework
Locationpreference
- Bangalore, Karnataka
- Kolkata, West Bengal
Certification
ITIL v3 Foundation (Internally certified)
Personal Information
Date of Birth: 04th March 1987
Languages
- English
- Hindi
- Bengali
Careertimeline - Workexperience
- Caterpillar India Pvt. Ltd., Bangalore, Senior Change Coordinator - ITSM Operations, 08/01/23, 07/31/24, Steering effective ITSM operations analysis, reporting, and monitoring change implementations., Extensively worked on documentation related projects., Review & publish change release as per the request., Present enterprise changes to CAB for client approval., Manage change plans and coordinate with the team for smooth implementation.
- Kyndryl Solutions Pvt. Ltd., Bangalore, Senior Service Manager - ITSM Operations, 01/01/23, 05/31/23, Steering effective ITSM operations analysis, reporting, and monitoring tasks for SLAs adherence., Extensively worked on documentation related projects., Review & publish knowledge article as per the request.
- Tata Consultancy Services, Bangalore, Service Manager - ITSM Operations, 10/01/21, 10/31/22, Steering effective ITSM operations analysis, reporting, and monitoring tasks for SLAs adherence., Analyzing and ensuring efficient Incident/Problem/Request management., Review & publish knowledge article and categorize the article.
- IBM India Pvt. Ltd., Bangalore, System Administrator - ITIS Operations, 01/01/19, 10/31/21, Managed creation, modification & deletion of Active Directory., Formulated strategies to support the adoption of changes., Coordinated major incidents, changes, & problems.
- Infinity InfoTech Parks Ltd., Kolkata, System Administrator in ITIS Operations, 09/01/12, 09/30/17, Managed Service Desk Operations of AXA process., Supervised the procurement of HW and SW using SAP.
- Infinity Knowledge Venture Pvt. Ltd., Kolkata, Jr. System Administrator- ITIS Operations, 08/01/11, 08/31/12
- Datatech Solutions, Kolkata, Junior System Administrator- Data Analysis Operations, 10/01/10, 06/30/11
Notableaccomplishments
- Awarded for securing 70% in Oracle & PL/SQL from HCL Info-Systems, Kolkata, 11/01/10
- Received award for a project on 'Web Based Application using J2EE & Oracle' at Micro Pro Pvt. Ltd., 09/01/08
Accomplishments
- Awarded for securing 70% in Oracle & PL/SQL from HCL Info-Systems, Kolkata in Nov’10
- Received award for a project on “Web Based Application using J2EE & Oracle” at Micro Pro Pvt. Ltd. in Sep’08
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Senior Change Coordinator - ITSM Operations
Caterpillar India Pvt. Ltd. under payroll of Randstad Technologies Pvt. Ltd.
08.2023 - 07.2024
Senior System Engineer - ITSM Operations
Kyndryl Solutions Pvt. Ltd. under payroll of Collabera Technologies Pvt. Ltd.
01.2023 - 05.2023
Senior Consultant - ITSM Operations
Tata Consultancy Services under payroll of IDC Technologies Pvt. Ltd.
10.2021 - 10.2022
Service Manager - ITIS Operations
IBM India Pvt. Ltd. under payroll of Net Connect Pvt. Ltd.
01.2019 - 10.2021
System Administrator in ITIS Operations
Infinity Infotech Parks Ltd. under payroll of Anant Education Initiative
09.2012 - 09.2017
Junior System Administrator- ITIS Operations
Infinity Knowledge Venture Pvt. Ltd.
08.2011 - 08.2012
Junior System Administrator- Data Analysis Operations
Datatech Solutions Pvt. Ltd.
10.2010 - 06.2011
B.Tech. - Computer Science Engineering
West Bengal University of Technology (WBUT)
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