Himadri Sekhar Pal

Daily Workflow: Key Skills Involved:

I, as a Service Manager in the Associate Consultant role, am responsible for managing the end-to-end delivery and support of applications, ensuring that service levels are met, changes are deployed efficiently, and user issues are resolved promptly. My role requires coordination across technical teams, stakeholders, and clients, focusing on stability, quality, and continuous improvement.

• Check Daily Dashboard: Review open incidents, change requests, and SLA breaches.
• Review Overnight Tickets: Examine any critical or high-priority issues logged during the night.
• Daily Stand-up Call: Conduct or attend a team sync-up to align on priorities, blockers, and escalations.

Incident and Ticket Management (Ongoing):

• Triage New Tickets: Categorize and prioritize tickets (P1-P4) based on impact and urgency.
• Assign tickets: delegate to appropriate team members, or handle directly for critical ones.
• Ticket Resolution: Troubleshoot issues related to application failures, performance, or bugs.
• User communication: Keep requesters updated on progress and resolution timelines.
• SLA Monitoring: Track ticket timelines to avoid breaches, and escalate aging tickets.
• Coordinate Change Requests (CRs):
• Assess the impact and risk.
• Get stakeholder approvals.
• Schedule during the change window (typically weekends or off-hours).
• Deploy application changes: Coordinate with developers and infrastructure teams.
• Post-deployment validation: Verify application health post-implementation.
• Update the Knowledge Base: Document new fixes or updates for future reference.

Performance Monitoring and Continuous Improvement:

• Review Metrics: Analyze MTTR, ticket volumes, RCA trends, and recurring issues.
• Problem Management: Identify root causes of frequent issues, and implement permanent fixes.
• Process Optimization: Suggest automation or process enhancements to improve support efficiency.

Tools used

• Ticketing Tools: ServiceNow.
• Monitoring: Dynatrace.
• Change/Release: Jenkins, Git
• Communication: Microsoft Teams, Outlook.
• Reporting: MS Excel, ServiceNow custom dashboards.

Skill

• ITIL Framework (Incident, Change, Problem Management).
• SLA governance.
• Communication and stakeholder management.
• Technical and functional knowledge of supported applications.
• Analytical and decision-making abilities.
• Crisis management during outages/P1 issues.

• As the Functional Module Lead of the team, I handle self-motivated, proactive team members who work tirelessly on a user support model, supporting users around the world, around the clock.
• Evaluated customer needs and feedback to drive product and service improvements, as per agreement with stakeholders. Analysis of any issues faced by users and resolving them ASAP to achieve the corresponding SLA as per the agreement with stakeholders and business operations.
• Maintaining reports of issues faced to find out patterns, irrespective of root cause, and coordinating with respective teams for resolution.
• Coordinate calls with the user community to get feedback on the system. Gather new improvements expected, and coordinate with stakeholders to get feasibility to implement the same in the system. Based on the results of the discussion, communicate to the design team for the same so the desired change can happen with the respective process.
• Prepare reports and attend weekly calls with stakeholders for team feedback and suggestions for improvement in the process.
• Implemented ticketing processes and procedures to streamline operations via a new ticketing system for the user community, from the bespoke Fixit platform to the cloud-based ServiceNow tool, to identify potential caveats in the system based on incidents raised.
• Train internal associates in a timely manner to brush up on skills as per the process, engage in brainstorming among team members, and take open feedback from team members to improve work culture and the quality of work.

• Owned the entire product development lifecycle, from strategy to execution.
• Coordinated a matrix-managed development team of 50, including DevOps specialists, and collaborated with cross-functional teams (Service and Process Design, Service Improvement).
• Assessed customer demand, managed product budget, scheduling, and backlog creation in collaboration with all portfolio stakeholders.
• Helped develop a quoting and ordering tool that is now used by 5,000 SSC associates, generating transactions worth £2 billion per year. Achieved a 95% success rate in fulfillment and saved £650k in costs by maintaining a high-quality inventory.
• Demonstrate the product and process of bespoke products to the sales community, consisting of hundreds of users, via respective training and workshops across global locations.
• The finalized ticketing mechanism ensures that problems faced during live user interactions are acknowledged within the SLA, and solutions are provided within the agreed SLA as well.
• As an active member of the highest priority escalation handling team, I used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Preparing daily and weekly reports for stakeholders and operations managers to highlight key action points, such as user issues, system defects, and new requirements, to improve the whole process.

• Engaged in component testing of bespoke application solely developed for British Telecom for quotation and ordering fully managed services that provide network intelligence to connect Data, Voice, and Video applications based on a single IP MPLS network.
• Prepare Test Cases, test data, and run respective test cases in the respective environment. Functional Testing Execution, ensuring all functionality is covered for the respective application built.
• Tracked test results, defect counts, and performance discrepancies for multiple releases.
• Completed regression tests of new software builds to assess performance and success of bug fixes.
• Reviewed results and produced daily reports for developers.
• Published technical fault alerts, keeping stakeholders apprised of emergent situations.
• Trained junior testers in company standards, testing protocols, and testing software.
• Be part of core team that is responsible for launching BT Connect Bespoke Product across World.