Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic
Kaushiki Dey

Kaushiki Dey

Summary

Results-driven ITIL Lead with 13 years in the IT service industry. Specializes in service delivery enhancement, downtime reduction, and customer satisfaction improvement. Demonstrated leadership in cross-functional team management and process optimization. Proficient in ITIL implementation, risk management, and quality assurance aligned with industry standards.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operational Lead

Capgemini
10.2021 - 05.2025
  • Led and managed the Incident Management process, ensuring timely resolution of incidents to minimize impact on business operations.
  • Implement and manage Problem Management processes to identify root causes and prevent recurrence of issues.
  • Facilitated ITIL-based Change Management using ServiceNow, ensuring seamless execution of changes across the environment with zero service disruption and effective stakeholder coordination.
  • Collaborate with cross-functional teams to improve service delivery and customer satisfaction.
  • Experienced in driving compliance, managing ISO 9000 and ISO/IEC 27000 audits, and ensuring robust information security.
  • Skilled in OMMI audits, risk assessment, transition audits, and gap analysis.
  • Led Quality Assurance across multiple accounts, ensuring risk mitigation, compliance adherence, and continuous improvement through proactive monitoring, regular audits, and implementation of preventive and corrective actions.

Tech Lead

Cognizant Technology Solutions
05.2018 - 06.2020
  • Effectively managed the end-to-end lifecycle of IT tickets in ServiceNow, ensuring SLA adherence, timely resolution, and streamlined workflow operations to support continuous service excellence.
  • Continuously monitored processes for improvement and managed IT ticket lifecycles using ServiceNow, maintaining SLAs and ensuring timely resolution.
  • Experienced in implementing quality assurance strategies through regular audits and implementation of preventive and corrective actions.
  • Delivered process and product training to new hires for seamless onboarding.
  • Managed client escalations by promptly addressing critical issues, coordinating with cross-functional teams to drive swift resolution, maintaining clear communication with stakeholders, and ensuring client satisfaction while minimizing business impact.

Account Manager - ITS

Ricoh India Ltd
06.2017 - 10.2017
  • Company Overview: www.ricoh.co.in
  • Handling direct sales opportunities within Eastern India for Ricoh’s Products and Services.
  • Responsible for Account Management for Ricoh’s top clientele.
  • Responsible for screening, interviewing and onboarding potential partners for Cross-Sale and Up-Sale on the different product lines of Ricoh.
  • Www.ricoh.co.in

Manager – Global Business Development

Ideal Analytics Solutions Pvt Ltd
07.2013 - 06.2017
  • Company Overview: www.ideal-analytics.com
  • Lead Qualification & Lead Management.
  • Consultative selling.
  • Participating in RFP process.
  • Address the escalated after-sales & pre-sales technical queries to play an important role in every stage of product sales cycle.
  • Effectively Managed Key Accounts & maintained strong Client Relationship to ensure generation of repeat business from the client’s end.
  • Www.ideal-analytics.com

Education

MBA - HR & Marketing

BPUT
Odisha
08-2023

B.Sc - Computer Science (Hons)

G.M. College
Odisha
11-2007

CHSE -

B.N.College
Odisha
07-2004

10th - ICSC

01.2002

Skills

  • Incident Management
  • Problem Management
  • Change Management
  • Performance Metrics
  • Process Improvement
  • Cross-Functional Collaboration
  • Leadership and Team Management
  • Service Delivery

Certification

  • PRINCE2 Agile Foundation & Practitioner
  • ITIL4 Foundation
  • Microsoft Certified: Azure Fundamentals (AZ-900)
  • Lean Six Sigma Yellow Belt

Disclaimer

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Timeline

Operational Lead

Capgemini
10.2021 - 05.2025

Tech Lead

Cognizant Technology Solutions
05.2018 - 06.2020

Account Manager - ITS

Ricoh India Ltd
06.2017 - 10.2017

Manager – Global Business Development

Ideal Analytics Solutions Pvt Ltd
07.2013 - 06.2017

MBA - HR & Marketing

BPUT

B.Sc - Computer Science (Hons)

G.M. College

CHSE -

B.N.College

10th - ICSC

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Kaushiki Dey