Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
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Timeline
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Deblina Chowdhury

Bengaluru,KA

Summary

  • A client-focused ITIL management professional with solid commercial experience of 9+ years in large-scale high-volume business in varied domains.
  • A process and detail-oriented professional who emphasizes on value aided timely results
  • Self-driven, Customer Service oriented, augmented with strong Influencing and Interpersonal skills coupled with good communication
  • 9+yrs experience in Application Support and IT Services Management (ITSM) and ITIL methods
  • 3+ years managing teams globally across continents
  • Strong experience in managing both low, high and major-severity incidents across the entire incident life-cycle in compliance with process
  • Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical end users, technical subject matter experts and vendors
  • Limiting the number of tickets by analyzing trends on Service Manager Tickets, performing root cause analysis, instituting pre-emptive maintenance checks and monitoring scheduled batch job executions. Responsible for defining
  • Key metrics and critical success factors to measure the operational performance of Business process for generating the Key Performance Indicators
  • Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice
  • Co-ordinate between support provider groups for incidents requiring multi-vendor engagements
  • Strengths include standardizing multi facet operational procedures, effective people Management, team player, responsible and a quick learner.

In summary, results-driven professional proficient in overseeing operations with practiced leadership skills and strong attention to detail. History of meeting demanding objectives by training and motivating employees in performance requirements, standard procedures, and safety behaviour. Proven skills in continuous improvement and policy enforcement.

Overview

9
9
years of professional experience

Work History

Duetsche Bank
09.2019 - Current
  • Performing end-to-end incident management
  • Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment
  • Working with customers, internal IT and infrastructure teams, third party data providers etc
  • Throughout the service restoration process
  • Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution
  • Chairing and managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings
  • Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes
  • Serving as Single Point of Contact / interface for supporting Client on various project and technical issues
  • Defining escalation/ response/ resolution time for reported problems on the basis of criticality
  • Creating and updating Remedy tickets for change and incident management to document monitoring and recovery steps
  • Capturing incident follow-ups and completing formal post implementation reviews
  • Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management
  • Liaison with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues
  • Achieving customer satisfaction by ensuring compliance with service quality norms and building the brand image by exceeding customer expectations
  • Deliver IT Services Management (ITSM) solutions based on ITIL best practices that focus on the people, process, and technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure
  • This includes all aspects of ITSM best practices and methods from analysis, through architecture and design, to planning, implementation, and support
  • Working in L2 support capacity for Platinum severity applications that include technology support for Surveillance, Filtering and Messaging applications
  • Monitoring health of applications to maintain high availability of applications
  • End to end handling of Incident and major incidents
  • Working to determine bugs and fixes along with development team
  • SPOC for problem management for the Cash tower
  • Risk Management using AppDynamics

Team Lead

TCS India, Royal Bank of Scotland
11.2017 - 08.2019
  • Responsible for Managing teams comprising of 12 members
  • Overseeing and responsible for Service Delivery of Application management and platform support teams, Handling escalations of Support deliverables Enabling the team to effectively respond /troubleshoot Production Incidents, Request, Change ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third party teams to ensure actions are taken and completed to facilitate customer satisfaction and improve services
  • Provide regular and accurate management reporting on IT Service Applications and Platforms
  • Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between offshore and onshore teams

Support Analyst

Wipro India, Royal Bank of Scotland
06.2012 - 07.2014
  • This assignment deals with 2nd line/3rd line support and Development of multiple applications in areas like Business Support System, Operational Support System, Middleware and Trading Support System
  • Monitoring Ticketing queue and resolving the related cases within SLA time period
  • Review priorities, escalate where required and update the status of the tickets
  • Assisted with significant business changes and required enhancements to existing Oracle Systems as well as new add-ons and interfaces
  • Upgrading scheduler system from lower to a higher available version
  • First person chosen from the Global team to receive training for a new application (MQ series) to be integrated with existing system and duly support its functionalities
  • Documentation of MQ series integrated support for knowledge sharing and transfer to other team members
  • Mentored new team members and consistently achieved 100%SLAs
  • Was involved in doing 24
  • 7 support for the applications which was very critical from the business perspective
  • Involved in driving Service improvement initiatives for all the application
  • Work directly with functional analysts and business users in understanding the information needs of the business and developing Business Intelligence functionalities or tools to meet these requirements
  • Carrying out RCA of the problem and fixing them
  • Documentation and maintenance of internal system website containing information for users and stake holders
  • Provide status reporting of team activities.

Capgemini India Pvt. Ltd
  • This is a service provisioning system which deals with the provisioning of mobile services for Telfort customer base including corporate, business and consumer customers
  • Owning the complete system and ensuring that all the processes of the provisioning life cycle are functioning properly thus ensuring the customers get the service as per the business defined timelines
  • Automation and production support for provisioning and interrelated systems
  • Create estimates for IWA (Internal Work Agreement) ensuring timely delivery for the same
  • Create CAR (Causal Analysis Report) for the calls breaching SLA
  • Create Problems for frequently appearing incidents and apply workaround till those problems are implemented in Production
  • Evaluating Changes/patches to be deployed, getting support acceptance criteria updated, preparing roll-out schedule
  • As Release Coordinator - Coordinate the various version releases, code change implementations between client, front-office and production support team
  • For all Monthly and Fast Track Releases, ensure that test data is available and Rollback scenario is documented and shared across
  • Ensure all relevant documents for Build, Release and AfterCare are properly updated and uploaded in our KEDB (Knowledge database)
  • As Project Quality Lead -Prepare reports to measure the Quality (in terms of SLA, FMA, AET, KPI) and analyze project trend being provided to the higher management, and majorly identify the risks involved and track the application-resource ratio
  • Coordinate internal and external Audits for the project like PWC, SAS, ISO 200000K Audits.

Education

B.Tech - Electronics and communications

IIIT Kolkata

MBA - Business And Operations Management

Indian Institute of Management Kolkata
Calcutta/Kolkata
09.2021 - Current

Skills

    Client Service

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Accomplishments

  • ITIL V3.0
  • OCA (Paper 1)
  • Rainings:
  • ItSMF Member -IT Services Management (2010)
  • Managed Service 101 and 201 Trained
  • Wipro (TLCP ) certified – Tech lead certification program
  • PMP trained
  • RedHat Enterprise– Clustering and Storage Management
  • RDBMS Concepts
  • SQL and PL/SQL
  • SQL Server 2008
  • Telecom Basics and Overview
  • Wireless Telecommunication Networks and Services
  • Wards and recognition:
  • Feather in the cap’ award for continual service improvement and delivery from Wipro (2014)
  • Individual excellence award from client for handling several critical projects single handedly and for providing effective knowledge transitions, Royal bank of Scotland Group.(2013)

Work Availability

monday
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Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

MBA - Business And Operations Management

Indian Institute of Management Kolkata
09.2021 - Current

Duetsche Bank
09.2019 - Current

Team Lead

TCS India, Royal Bank of Scotland
11.2017 - 08.2019

Support Analyst

Wipro India, Royal Bank of Scotland
06.2012 - 07.2014

Capgemini India Pvt. Ltd

B.Tech - Electronics and communications

IIIT Kolkata

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Deblina Chowdhury