DEBAJYOTI MUKHERJEE

ITIL Expert & SIAM Foundation Certified IT Service Management Professional – An Overview Professional with over 15 years of experience IT Service Management, Process, Incident, Release, Change Configuration & Problem Management, Operations & Service Delivery, Customer Relationship, Quality Management and Team Management with prominent organizations. Presently working with Accenture Services Pvt. Ltd. as part of India Delivery Center in IT Service Management leading the team for one of the major Client in Product Sector for Accenture.

Managerial:

Team Management: Identifying the team’s training & development needs, designing and developing the appropriate training program and afterwards coordinating appropriate internal training programs. Providing direction, motivation and training to team members for ensuring optimum performance.

Functional:

Incident / Change / Problem / Configuration Management: Managing incidents / problems of all kinds, from environmental to accidents. Using email alerts, tracking and analysis tools to help identifying trends and reducing future risks. Communicating with both the IT external customer community as well as internal customers within the IT department for the incidents reported to the Service Desk for prompt resolution. Updating the incident periodically with the actions undertaken throughout. Published periodic incident analysis reports for higher management review as well as published IRs & RCA as per SLA. Worked as Change Manager and managed an average of 500+ changes a month. Managing CMDB for Client end to end assigned with the role as the CMDB SDM for them.

Operations & Service Delivery: Assessing reports to identify trends, facilitating in devising and implementing plans to improve delivery standards and presenting detailed reports to the Management. Defining service standards and ITIL based guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation; monitoring and reviewing SLAs and ensuring timely closure of priority tickets. Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency in various operations; spearheading process improvement initiatives. Ensuring service continuity & BCP docs are available and updated. Coordinated for BCP /SCP Tests once in a Quarter.

Having experience on leading ITSM Tool and process implementation for multiple Clients.

Client Servicing: Reviewing the Customer Satisfaction Survey based on changing customer perceptions and expectations. Keeping abreast of changes that can affect customers. Engaging with the client to ensure the right service level package is subscribed and right vital business functions are defined