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
Odisha08-2023
B.Sc - Computer Science (Hons)
G.M. College
Odisha11-2007
CHSE -
B.N.College
Odisha07-2004
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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