Joydeep Chaturvedi
Assistant Consultant
Bengaluru
Summary
Experienced IT Service Management (ITSM) professional with 9+ years of hands-on experience in Incident, Problem, Change, Release, and Knowledge Management. Demonstrated success in delivering exceptional service through the integration of ITIL and Agile methodologies. Skilled in enforcing SLA compliance and leading continuous improvement initiatives through close collaboration with key business stakeholders.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Assistant Consultant
Tata Consultancy Services
03.2021 - Current
- Working as Change Manager overseeing end-to-end lifecycle of change requests, ensuring timely analysis, execution and validation.
- Partnering with senior stakeholders and release managers to understand business needs and prioritize customer satisfaction.
- Chairing Change Advisory Board (CAB) and ECAB meetings, facilitating discussions on risk evaluation of proposed changes, implementation of changes, resource alignment and comprehensive approval within the change management processes.
- Ensuring adherence to change processes by collaborating with requesters and implementers, resolving scheduling conflicts and communicating process updates.
- Providing risk analysis on major implementations and effectively pushing back when risk levels are exceeded.
- Proactively identifying opportunities for process improvements and recommending solutions resulting in a reduction of changes causing incidents in the environment by over 80%.
- Establishing metrics and KPIs to assess the effectiveness of ITSM initiatives, presenting findings to senior leadership for strategic decision-making ensuring alignment with broader business strategies.
- Facilitating adoption of ITIL methodology while supporting agile practices to enhance project coordination.
- Conducting trainings, workshops and knowledge transfer sessions to improve change adoption and stakeholder engagement.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Provided extensive support during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
- Introduced a post-mortem analysis practice for incidents, which provided insights for future prevention and reduced recurring issues by 40%.
- Hands on experience in providing support towards maintenance of a comprehensive Configuration Management Database leveraging offerings such as Virima and Ivanti Neurons.
- Working on multiple ticketing tools for service reporting such as Ivanti HEAT and Jira.
App/Cloud Support Associate
Accenture
11.2016 - 03.2021
- Worked under the role of Service Management which included Incident, Problem and Change Management.
- Managed effective communication and coordination between Technical teams and Business users.
- Initiated bridge calls and coordinated end to end major incident investigation and resolution.
- Handled infrastructure change management lifecycle and took part in CAB presentations.
- Handled and managed business escalations.
- Tracked and coordinated incidents and changes through the Service Now tool.
- Handled daily/weekly and monthly reporting for Incident/Problem and Change modules.
- Spearheaded process improvements and innovations to reduce efforts and boost efficiency.
Technical Support Engineer
Alchemy Techsol India Pvt.Ltd.
07.2015 - 11.2016
- Handled L1 support along with incident management and reporting tasks.
- Initiated bridge calls and coordinated end to end in case of major incident being reported.
- Provided multiple project support working under a Shared Service Desk model.
- Handled daily/weekly and monthly reporting for incidents.
- Provided remote support through LogMeIn to resolve desktop, networking and application related issues.
- Operated on various ticketing tools such ITSM, Service Now and HPSM.
- Handled alert monitoring through various tools such as SCOM, NNMi, Xerox CentreWare and BSM.
- Handled account management through Active Directory.
- Worked towards training new hires in incident management module.
Education
B.COM (HON) Accounting and Finance
University of Calcutta
Class 12
The Cambridge School
Class 10
The Cambridge School
Skills
Change Management
Incident Management
Problem Management
Escalation Management
Stakeholder Management
Process improvement
Excellent communication (written and oral) and interpersonal skills
Customer focus
Certifications
- Scrum Alliance Certified ScrumMaster (CSM) - Mar 2025
- AXELOS ITIL 4 Foundation - Mar 2024
- Amazon Web Services (AWS) Certified Cloud Practitioner - Dec 2018
Linkedin Profile
https://www.linkedin.com/in/joydeep-chaturvedi-984318b9/
Achievements
- Received Contextual Master Award in TCS for presenting and implementing a refined Change Management process as per client requirements.
- Received Special Achievement Award in TCS for successfully pitching and showcasing generative AI applied business improvement idea by streamlining end user communications.
- Received We@Accenture Bright ideas and brilliant reward for implementing and undertaking responsibility for weekly updates, idea no.759528.
Timeline
Assistant Consultant
Tata Consultancy Services
03.2021 - Current
App/Cloud Support Associate
Accenture
11.2016 - 03.2021
Technical Support Engineer
Alchemy Techsol India Pvt.Ltd.
07.2015 - 11.2016
B.COM (HON) Accounting and Finance
University of Calcutta
Class 12
The Cambridge School
Class 10
The Cambridge School
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