Avik Das
Bangalore,India
Summary
I am a Service Manager with over 14 years of experience, specialising in cloud operations and IT service management. My expertise encompasses agile project delivery and team leadership, with proficiency in various tools, including ServiceNow, JIRA, and AppDynamics. I thrive on driving improvements in platform reliability and proactive knowledge management, as well as incident management, while continuously enhancing my skills in cybersecurity and automation.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Service Manager
ESKO Graphics India Pvt Ltd.
Bangalore
04.2023 - 08.2025
- Strategic Team Leadership: Built and led a high-performing team, handling key staffing decisions including promotions, performance reviews, resource allocation, and new lead onboarding.
- Process & Policy Governance: Drove operational excellence by standardising processes, improving workflows, and ensuring all service documentation (SOPs, runbooks, artefacts) met quality and compliance standards.
- Cultural Alignment: Fostered a positive, scalable work culture that strengthened team motivation, communication, and collaboration across units, aligned with company values.
- Leadership Support: Supported senior leadership in strategic decisions, ensuring operational alignment with organisational goals, SLAs, and OLAs.
- Knowledge Platform Strategy: Led the Knowledge Management (KM) function, translating strategy into operational action across core platforms: Jira Service Management, ServiceNow, and Confluence.
- Cross-Functional Bridge: Acted as the primary service point of contact, collaborating closely with Engineering, Product, and Customer Operations teams to ensure service alignment.
- A company specialising in integrated technology solutions for the packaging and printing sectors
- Corporate Services Coordinator
Corporate Services Coordinator
Tata Consultancy Services
Kolkata
01.2014 - 11.2023
- Managed End-to-End Workplace Operations, streamlining facilities, safety, vendor coordination, and administrative functions to ensure a secure and efficient environment.
- Key Liaison for internal teams (HR, IT, Finance) and external partners, facilitating seamless operations and critical project implementations.
- LMS Administration: Supported HR by managing the Learning Management System (LMS), coordinating training enrollments, and ensuring data integrity across SAP platforms. Managed the full lifecycle of Purchase Requisitions (PRs) and Purchase Orders (POs), and supported month-end financial closure by addressing accruals.
- A global leader in IT services, consulting, and business solutions
Associate - IT Operations (AHS AIX)
MetLife Global Ops Support Centre
Noida
12.2012 - 01.2014
- Governed Service Changes: Managed RFCs and CAB processes for critical CI updates using BMC Remedy.
- CMDB Accuracy: Supported asset lifecycle to maintain high CMDB integrity.
- Project Delivery: Coordinated execution across IT, Business, and Security teams.
- Risk & Reporting: Oversaw risk tracking and reporting via BMC Remedy and MS Project.
- A global insurance company providing various financial products
Executive, L2 Support
IBM Global Business Process Services
Kolkata
05.2010 - 05.2012
- Resolved escalated technical tickets and conducted CI audits.
- Developed internal documentation and process flows for configuration updates.
- A multinational technology company providing IT services and consulting
Education
B.Tech - Electronics and Communication Engineering
West Bengal University of Technology
India 08.2009 - 08.2009
Skills
- team leadership
- process governance
- strategic collaboration
- knowledge management
- cross-functional communication
- vendor management
- project execution
- training coordination
- stakeholder engagement
Certification
- Foundation of Project Management from Google
- Foundation in Google Digital Marketing & E-commerce
- Aha! Product Roadmap
- Google Cybersecurity Professional Certification
- Introduction to SPLUNK
- Oracle Cloud Infrastructure 2025 Certified AI Foundations Associate
- N8n Course: No Code AI Agent Builder
- AWS Cloud Practitioner Essentials
- ServiceNow Fundamentals from ServiceNow.learning.com
PROJECTS
AI-Powered Ops Automation with n8n (13 Weeks) Built an in-house VM suspension request system using n8n, integrating with Microsoft Outlook via Graph API and OAuth2. Automated validation of idle AWS/BT Cloud VMs, streamlined approvals, and ensured audit-ready compliance. The project successfully reduced unnecessary cloud infrastructure costs while maintaining full alignment with cloud governance and IT policy controls. Tools: n8n, MS Graph API, Outlook, OAuth2, AWS, BT Cloud, Python Development: Designed and implemented a Python script for password strength validation for the login screen for ESKO’s workflow platform WebCenter (Client: Hersheys). Tools: Anaconda Navigator (licensed distribution) and Jupyter Notebook.
KEY ACHIEVEMENTS
Ace Alliance Award: Achieved the Ace Alliance Award in 2023 at ESKO for exceptional performance and contributions, Secured 2nd Position in a Creative Writing & Art Competition, showcasing creative abilities, Help-Age India Certificate of Merit: Received Help-Age India Certificate of Merit for exemplary service
Timeline
Service Manager
ESKO Graphics India Pvt Ltd.
04.2023 - 08.2025
Corporate Services Coordinator
Tata Consultancy Services
01.2014 - 11.2023
Associate - IT Operations (AHS AIX)
MetLife Global Ops Support Centre
12.2012 - 01.2014
Executive, L2 Support
IBM Global Business Process Services
05.2010 - 05.2012
B.Tech - Electronics and Communication Engineering
West Bengal University of Technology
08.2009 - 08.2009