Debmalya Ghosal

• Delivery Management (DevOps, TechOps, LLMOps): Ensured timely, efficient service delivery with a focus on KPIs, partner satisfaction, and efficiency.
• Resource Management: Led a team of 6, focusing on recruitment, mentoring, and engagement.
• Risk/Conflict Management: Identified and mitigated IT project risks.
• Continuous Improvement: Implemented process improvements, automation, and AI initiatives. Optimized costs and scalability with cloud technologies.
• Stakeholder/Vendor Management: Maintained effective communication and managed expectations.
• Quality Assurance: Ensured high-quality IT delivery, minimizing defects.

Accomplishments

• Customer Survey Modernization: Increased survey participation by 25% and CSAT score by 15% through AI-driven processes and new survey system.
• Productivity Boost: Enhanced tech team productivity by 20% with User Story automation from Azure DevOps to ServiceNow.
• Approval Process Automation: Saved 15% man-hours by integrating ServiceNow with Outlook for automated approvals.
• Legacy Data Purge Automation: Saved 25% production time with Timer mechanism for asynchronous data purging, preventing timeouts and optimizing performance.

• Senior Solution Architect: Collaborated with 6 clients to enhance IT service operations and develop ITSM strategies using ServiceNow, boosting operational efficiency by 30%.
• ITSM Consultant: Configured and customized ServiceNow ITSM modules with a 100% success rate.

Accomplishments

• Knowledge Repository: Established a comprehensive repository for solution behavior and design, increasing solution definition and retention by 30%.
• NFR Definition: Defined Nonfunctional Requirements (NFRs) aligned with business needs, leading to a 20% productivity increase.

Solution Architect / Project Manager:

• Led effort estimation, Statements of Work, staffing planning, and defined technical and functional scopes.
• Communicated software structure and requirements for 10+ projects.
• Implemented Kanban reporting system for Agile tracking and contributed to Detailed Functional Design Specification (DFDS).

Accomplishments

• Product Manager: Introduced SIAM technology, reducing operational time by 15% with automated reporting via a centralized dashboard.
• Global Impact: Conducted global vendor research on SIAM solutions, creating a comprehensive resource table for service management.

Remedy Consultant:

• Developed customized ITSM solutions and managed system administration.
• Managed offshore user requirements and provided training for new recruits.

Accomplishments

• Remedy Trainer: Implemented practice projects for freshers, aiding smooth transitions to real-world tasks and earning management appreciation.

• Application/License Support
  Troubleshot application license issues and managed load balancing across systems (AR System, ITSM, ITOM, Server).
• Analyzed performance metrics to enhance support processes.
• Conducted root cause analysis for long-term issue resolution and system stability.
• Created user accounts, licenses, and assigned permissions

Technical Support Coach:

• Supervised teams, conducted monitoring, coaching, and feedback sessions with consistent customer experience, managed reports, administrative tasks.
• Resolved 100% of all technical support inquiries per day.