TANWIRA GHOSH
Kolkata
Summary
Service Transition Manager with 11 years of experience delivering complex, multi-tower transitions across global retail environments. Specialized in service readiness, cutover planning, operational acceptance, early life support (ELS), and transition governance. Proven track record of managing new service implementations, service modifications, service retirement, and provider transitions with zero major incidents. Adept at coordinating cross-functional teams, driving change management, and ensuring seamless handover to operations through structured ITIL-aligned frameworks.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Digital Project Manager
Accenture
Mumbai
07.2026 - 11.2026
- Led cross-functional teams to deliver digital projects on time and within scope.
- Managed project timelines and resources to ensure successful project execution.
- Collaborated with stakeholders to define project goals and requirements effectively.
Service Transition Manager
Tata Consultancy Services (TCS)
Kolkata
01.2020 - 07.2026
- Led end-to-end service transitions for enterprise retail programs, ensuring operational readiness, service acceptance, and smooth handover to BAU.
- Successfully executed 10+ transitions, including new service implementations, service enhancements, service retirement, and provider transfers.
- Developed transition frameworks, governance models, RACI, RAID logs, and communication plans for multi-tower environments.
- Coordinated with application, infrastructure, network, automation, and security teams to ensure aligned delivery and risk-free go-lives.
- Managed resource planning for ~300 personnel, optimizing capacity and ensuring readiness for transition waves.
- AVD Migration: Successfully transitioned from VMware to Azure Virtual Desktop (AVD), improving scalability and reducing infrastructure overhead.
- POS Modernization: Led the transition of legacy POS systems across retail stores with zero major incidents during rollout.
- Command Centre Setup: Built a centralized command centre for retail operations, improving visibility and incident response time.
Service Delivery Lead
Tata Consultancy Services (TCS)
Kolkata
01.2018 - 01.2020
- Managed multi-tower service delivery across application, infrastructure, automation, and UAT support.
- Oversaw Automic (UC4) administration, job scheduling, monitoring, and performance optimization.
- Led change, release, and deployment management, ensuring compliance with ITIL and governance standards.
- Handled incident management, major incident coordination, and service restoration.
- Delivered SIAM-aligned service delivery, ensuring collaboration across vendors and internal teams.
- Conducted risk assessments, impact analysis, and mitigation planning for operational stability.
- Vulnerability Management: Managed 50,000+ vulnerabilities and achieved 90% mitigation within one month, significantly strengthening security posture.
Global Operations Center – Team Leader
Wipro Limited
Kolkata
01.2017 - 01.2018
- Led global monitoring operations using advanced alert orchestration tools.
- Managed incident triage, escalation, and stakeholder communication for rapid service restoration.
- Ensured adherence to ITIL processes, including incident, problem, and major incident management.
- Delivered governance dashboards, compliance reports, and operational insights.
- Improved monitoring efficiency and reduced false alerts through rule optimization.
Service Desk Support Analyst
Wipro Limited
Kolkata
01.2015 - 01.2017
- Achieved first contact resolution by effectively troubleshooting and managing escalation processes.
- Provided L1 support for applications and infrastructure to enhance user experience.
- Managed ticket lifecycle to ensure SLA compliance and expedite resolution.
- Performed access management, user provisioning, and account administration.
Education
Bachelor of Arts - English Literature
University of Kolkata
Graduation07-2015
Skills
- Service transition management
- Service readiness assessment
- Cutover and deployment planning
- Operational acceptance testing
- Change, release, and deployment management
- Hypercare oversight
- Early life support coordination
- Transition governance framework
- Risk and issue management
- Stakeholder and vendor collaboration
- SIAM delivery model
- Multi-tower alignment strategies
- Continuous service improvement initiatives
- Transition reporting and dashboards
- ServiceNow expertise
- JIRA project tracking
- Confluence documentation management
- Microsoft Project planning
- UC4 Automic automation
- New Relic monitoring tools
- Service orchestration tools
- Application performance monitoring
- IT service management
- Performance metrics analysis
- Knowledge transfer and training
Certification
- Project Management Professional (PMP) – PMI
- ITIL Foundation
- Agile Certification
Languages
English, C1 – Advanced
Personal Information
Title: Service Transition Manager | Transition Lead | PMP Certified | ITIL & Agile Practitioner
Core Transition Capabilities
- End-to-End Service Transition
- Service Readiness
- Cutover & Deployment Planning
- Operational Acceptance (OAT)
- Early Life Support (ELS)
- Hypercare Management
- Transition Governance
- RAID Management
- Risk & Issue Mitigation
- Stakeholder & Vendor Coordination
- SIAM Delivery
- Multi-Tower Alignment
- Change / Release / Deployment Management
- SOP Development
- KT & Training
- Continuous Service Improvement (CSI)
- Transition Reporting & Dashboards
Timeline
Digital Project Manager
Accenture
07.2026 - 11.2026
Service Transition Manager
Tata Consultancy Services (TCS)
01.2020 - 07.2026
Service Delivery Lead
Tata Consultancy Services (TCS)
01.2018 - 01.2020
Global Operations Center – Team Leader
Wipro Limited
01.2017 - 01.2018
Service Desk Support Analyst
Wipro Limited
01.2015 - 01.2017
Bachelor of Arts - English Literature
University of Kolkata