MEGHA CHAKRABORTY
Kolkata
Summary
Accomplished Service Manager with 4 years of progressive experience overseeing IT service delivery, incident management, and end-user support in enterprise environments. Adept at managing ServiceNow operations, ensuring SLA compliance, and leading cross-functional teams to optimize IT performance and customer satisfaction. Skilled in Microsoft 365, Active Directory, VMware, and SAP environments with a focus on service quality, efficiency, and process improvement.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Service Manager
Wipro Technologies
Kolkata
12.2022 - Current
- Manage end-to-end IT service delivery operations for enterprise clients ensuring SLA and KPI adherence.
- Lead a team of technical support engineers handling incidents, problems, and service requests via ServiceNow.
- Oversee service performance, conduct root cause analysis, and implement continuous improvement initiatives.
- Act as primary escalation point for critical issues, coordinating with L2/L3 and vendor teams for timely resolution.
- Collaborate with business stakeholders to review SLAs, service reports, and operational metrics.
- Administer Microsoft 365, Active Directory, and VMware infrastructure to maintain secure and efficient IT services.
- Conduct knowledge transfer sessions, staff training, and shift handovers for seamless operations.
- Generate detailed performance dashboards and executive summaries using Excel and Power BI.
System Engineer Trainee
Infosys Limited
Bangalore
01.2022 - 06.2022
- Assisted in SAP ABAP and SAP MM development, testing, and data validation activities.
- Collaborated with senior engineers to troubleshoot SAP system issues and implement minor enhancements.
- Gained hands-on exposure to enterprise application environments and IT service frameworks.
Education
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Narula Institute of Technology
08.2016 - 07.2020
Skills
- IT Service Management (ITIL Framework)
- Incident / Problem / Change Management
- ServiceNow Ticketing & Process Automation
- Microsoft 365 & Active Directory Administration
- SLA Governance & KPI Reporting
- Team Leadership & Performance Management
- Customer & Stakeholder Communication
- VMware Administration & Infrastructure Support
- Process Improvement & Root Cause Analysis
- Escalation & Crisis Management
Certification
- SAP ABAP
- SAP Materials Management (MM)
- Microsoft 365 Endpoint Administrator
- PMO Fundamentals
- ITIL Certification
- Power BI (Basic)
Personal Information
Date of Birth: 09/19/98
Timeline
Service Manager
Wipro Technologies
12.2022 - Current
System Engineer Trainee
Infosys Limited
01.2022 - 06.2022
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Narula Institute of Technology
08.2016 - 07.2020