Debmalya Ghosal
IT Service Management, Maintenace & Delivery
Bangalore
Summary
Experienced Assistant Director with expertise in program management and special projects. Proficient in financial administration and training. Bringing 18 + year track record of success in Service Management industry. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Talented Assistant Director with expertise in program management and special projects. Proficient in financial administration and training. Bringing18 + years track record of success in Service Management industry.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Assistant Director-Technical Operations Lead /Manager -Managed Services
Ernest & Young- India
07.2021 - 12.2023
- Developing and implementing processes for managing operations or projects to ensure that it meets customer needs, legal requirements, and organizational goals.
- Planning, scheduling and supervising the work of technical staff to ensure that services are provided in a timely manner, efficiently, and with the highest quality possible
- Delivering high quality service as per agreed standards to all partner entities, primarily focused on KPI performance, partner satisfaction, retention & efficiency savings.
- Communicating regularly with clients/business stakeholders to ensure that they are satisfied with service provided by company and working with clients to uncover business needs and objectives, develop strategies, and identify products to help achieve client goals to build top-line revenue.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Responsible for deploying new technologies and revitalizing current systems which includes planning system, creating cost analyses, ordering supplies, coordinating with vendors, working on or supervising installment of components, scheduling tests of system which was achieved by closely working with Test Leads and implementation coordinators.
- Automation Initiative and creating and sharing Automation proposal along with prototype with business stakeholder and conducting implementation of same.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Led team of 6 Service Management L2/L3 professionals in special projects and daily operations.
- Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
Senior Solution Architect/ ITSM Technical Lead
Alcor Solutions Inc.- India
Bengalore
04.2021 - 07.2021
- Collaborated closely with clients to assess current IT service operations, identify pain points, and devise effective ITSM strategies using ServiceNow platform
- Directed configuration and customization of ServiceNow ITSM modules to align with clients' specific service management requirements.
- Oversaw creation and improvement of incident, problem, change, and request management processes to enhance service delivery.
- Developed comprehensive change management strategies to ensure smooth transitions to new ITSM processes and technologies.
Solution Architect/ Functional and Product Lead / Business Analyst/Project Coordinator
Accenture Services Pvt. Ltd
12.2010 - 09.2020
- Describing the structure, characteristics, behaviour, and other aspects of software to project stakeholders while defining features, phases, and solution requirements
- Providing specifications according to which the solution is defined, managed, and delivered to match matching solutions with the corporate environment
- Analysing the technology environment, enterprise specifics, documenting requirements
- Creating Solution Workbook, Solution Templates
- Implemented Kanban reporting system for a cohesive view of the Agile tracking for application migration completion status
- Creating SOW (statement of Work) for the client presentation
- Providing effort estimation, staffing plan and defining the technical and functional scope of work
- As part of requirement management and communication team, was involved in creating DFDS document (Detailed functional Design specification).
Senior Consultant for IT Service Management
RAMCO Systems LTD.
04.2010 - 12.2010
- Served as Remedy Consultant for client 'Tech Mahindra (British Telecom)' for implementation of survey for the information technology department CRM and ITSM environment
- Survey will be implemented through Web Interface using the ARS Mid-Tier Model
- Special functionality requirements for throttling the survey based on business requirements review
- Gathering User Requirements, Database Setup and System administration while working offshore for client 'Tech Mahindra (British Telecom)' as Remedy lead developer and administrator
- (ARS 7.0.01, ITSM 5)
- Looking after complete deployment process for all environments (e.g., Development, testing, live), Defects and L3 Support during development and deployment.
Senior Technical Support Analyst
BMC Software
08.2007 - 04.2010
- Troubleshot issues with application licenses where helped customers to purge the existing licenses, helped to download licenses and also helped to generate Hotbackup and loadbalancing primary and secondary server licenses
- Taking care of Remedy Products such as Licenses and Workflow applications on AR Server and ITSM
- Participated productively in collaborative processes as a member of the BMC solution team (Created hotfixs with Remedy servers and updated the patch level documents to make sure the solution gets integrated in the next release)
- Provided advice to customers on options, risk and impacts on business processes and technical solutions and customization limits and effects
- Built awareness of the Fruition Partners product offerings throughout all lines of business.
Technical Support Specialist (Technical manager for Transition Queue)
DELL International Services
01.2005 - 08.2007
- Set targets, implemented Dell guidelines, and assist with any issues the team members may have and also, conducted constant monitoring which helped to ensure that the team is working towards the required KPIs
- Was involved in call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call and provided Recommendations for product and process development based on customer feedback and analysis of the same
- As a Team Manager and Supervisor of teams in Transition Queue introduced and implemented checklist process for team goals or objectives and supervised, trained or guided team members to prepare them for production environment
- Prepare and maintain domain information, including timesheets, expense reports, contracts, and invoice payments
- Maintaining the day-to-day reports on average handling time (AHT), customer experience (CE) and then sharing the data with the management.
Education
Bachelor of Science - Mechanical Engineering
Ramakrishna Mission Shilpamandira
Kolkata, West Bengal, India 04.1999 - 05.2001
Skills
Service Management Leadundefined
Certification
ITIL V3 Certification course from Vyom Labs, Pune.
Personal Information
Date of Birth: 06/30/1979
Timeline
Assistant Director-Technical Operations Lead /Manager -Managed Services
Ernest & Young- India
07.2021 - 12.2023
Senior Solution Architect/ ITSM Technical Lead
Alcor Solutions Inc.- India
04.2021 - 07.2021
Solution Architect/ Functional and Product Lead / Business Analyst/Project Coordinator
Accenture Services Pvt. Ltd
12.2010 - 09.2020
Senior Consultant for IT Service Management
RAMCO Systems LTD.
04.2010 - 12.2010
Senior Technical Support Analyst
BMC Software
08.2007 - 04.2010
Technical Support Specialist (Technical manager for Transition Queue)
DELL International Services
01.2005 - 08.2007
Bachelor of Science - Mechanical Engineering
Ramakrishna Mission Shilpamandira
04.1999 - 05.2001
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