Arpan Ghatak
Pune
Summary
Results-driven IT Project Manager with 14+ years of experience in project management, risk mitigation, stakeholder management, Scrum master and project leadership. Successfully delivered ServiceNow projects in ITSM, ITOM, SPM, HAM, SAM, ITAM and CSM for clients in BFSI, Pharma, Energy, IT and Government sectors. Extensive experience working with customers across North America, EMEIA, Oceania and APAC regions.
Overview
19
19
years of professional experience
5
5
Certification
Work History
Project Manager
Zensar Technologies
Pune
2024.04 - Current
- Successfully managed and delivered ServiceNow project for US Pharma company
- Implemented process improvement processes for the practice.
Project Manager
CloudGo Private Limited
Pune
2022.02 - 2024.04
- Successfully delivered multiple ServiceNow projects for mid and large size customers
- Worked on internal ITSM Pro Pre-Canned offering project to standardize stories for quick deploy
- Worked with support team to mentor them on ITIL process
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect the development process from unforeseen delays and costs
- Maintained a healthy contract margin of 50% and above
- Developed project management roadmap to define project objectives, timelines, and milestones
- Standardized the customer reporting structure and template for the project management team.
Technical Services Team Manager
Fujitsu Consulting India Pvt. LTD
Pune
2017.02 - 2022.02
- Developed and initiated ServiceNow projects, managed costs, and monitored performance
- Scrum Master experience of 4 + years with keen ability to understand and build complex systems and focusing relentlessly on removing impediments from teams and delivering customer-centric products and features
- Oversaw large portfolio of ServiceNow projects to support teams, report progress and influence positive outcomes for key stakeholders
- Developed project plans identifying key issues, approaches, and performance metrics
- Managed cross-functional project teams of more than 25 resources in Agile environment, realizing success through application of exceptional leadership skills in implementing standalone and multi-tenet environment
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect the development process from unforeseen delays and costs
- Maintained a healthy contract margin of 50% and above
- Developed project management roadmap to define project objectives, timelines, and milestones.
Sr. Administrator
Wipro Technologies
Pune
2015.08 - 2016.03
- Mentored a cross-functional team of 15+ resources to deliver quality products
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets
- Escalated incidents to the next level to remain compliant with the company's standards and procedures
- Reported on status for each project to appropriate stakeholders
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands
- Closely collaborated with project members to identify and quickly address problems
- Verified quality of deliverables and conformance to specifications before submitting to clients
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts
- Delegated tasks, monitored compliance, and implemented performance improvement plans.
Sr Tech Support Executive
Cybage Software Private Ltd
Pune
2012.12 - 2015.08
- Identified project scopes, constraints, risks, and deadlines
- Tracked project performance to analyze successful completion of short- and long-term goals
- Supported project managers in managing schedules and milestones
- Installation support
- Product information support
- Product/software usage support
- Technical Helpdesk support
- People Management
- Weekly calls with clients on process improvement
- Creating and maintaining trackers for team.
Customer Relationship Advisor
Hutchison 3 Global Services India Pvt Limited
Pune
2011.12 - 2012.12
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- First point of contact for customer escalations.
Tech Support Team Lead
CompuCom Systems CSI India Pvt. Ltd
Pune
2010.07 - 2011.06
- Oversaw daily operations to ensure high levels of productivity
- Managed team of 15 employees, overseeing hiring, training, and professional growth of employees
- Project Management
- People Management
- Incident Management
- Quality
- Escalation Management
- Process Training.
Subject Matter Expert
Tech Mahindra
Pune
2007.08 - 2010.06
- Incident Management
- Project Management
- Stakeholder Management
- Quality
- People Management
- Escalation Management
- Process Training
- Creating and Maintaining Process SOPs
- Process Reporting.
Process Manager
Biz Proxy Solutions
Jabalpur
2006.02 - 2007.07
- Stakeholder Management
- Transitioning new processes for the company
- Taking care of the processes
- Training the Trainers & Team Leaders
- Taking care of the SoW and NDAs signed with the clients
- Taking care of the billing of the processes
- Reviewing teams' performance based on productivity & quality.
Education
Master of Business Administration (International Business and Advertising Management) -
Allahabad Agricultural Institute
04.2006
Bachelor of Science: Computer Science -
St. Aloysius College - Jabalpur, MP
05.2003
12th Board: PCM -
Christ Church Senior Secondary School - Jabalpur, MP
04.2000
10th Board -
Christ Church Senior Secondary School - Jabalpur, MP
04.1998
Skills
- Stakeholder Management
- Agile Project Management
- ServiceNow Functional Consultant
- IT Project Manager
- Risk Mitigation
- Scrum master
- Project Leadership
- Project Planning
- Risk Management
Certification
- ServiceNow Technical Project Manager: Professional Level, 2023
- Project Portfolio Management (PPM) Fundamentals On-Demand (Tokyo), 2022
- Certified Scrum Master (CSM), 2021
- ServiceNow CSA, 2020
- PMP Trained, 2020
- Prince2 Agile Foundation, 2018
- ITIL V3 Foundation, 2011
Personal Information
Title: ServiceNow Project Manager
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Project Manager
Zensar Technologies
2024.04 - Current
Project Manager
CloudGo Private Limited
2022.02 - 2024.04
Technical Services Team Manager
Fujitsu Consulting India Pvt. LTD
2017.02 - 2022.02
Sr. Administrator
Wipro Technologies
2015.08 - 2016.03
Sr Tech Support Executive
Cybage Software Private Ltd
2012.12 - 2015.08
Customer Relationship Advisor
Hutchison 3 Global Services India Pvt Limited
2011.12 - 2012.12
Tech Support Team Lead
CompuCom Systems CSI India Pvt. Ltd
2010.07 - 2011.06
Subject Matter Expert
Tech Mahindra
2007.08 - 2010.06
Process Manager
Biz Proxy Solutions
2006.02 - 2007.07
Master of Business Administration (International Business and Advertising Management) -
Allahabad Agricultural Institute
Bachelor of Science: Computer Science -
St. Aloysius College - Jabalpur, MP
12th Board: PCM -
Christ Church Senior Secondary School - Jabalpur, MP
10th Board -
Christ Church Senior Secondary School - Jabalpur, MP