Pritom Paul
Kuwait City
Summary
Highly motivated Change Manager with 14 years of experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
14
14
years of professional experience
1
1
Certification
4
4
Languages
Work History
IT Change and Service Manager
Alshaya Group
8 2023 - Current
- Oversee the entire Change Management process for multiple brands and technology team
- Quality check for all the changes coming into the queue assisted by the changes officers before getting them incorporated into the IT CAB call
- Charing the CAB Call & taking it with senior leadership for their final approval
- Reviewing the Fasttrack changes / Expedited changes and following up with all focal for their approval and then approving the changes
- Ensure the changes for the day are all correct with all details and documents attached, along with all the resources in place for the smooth implementation of the change within the stipulated time frame
- Emergency changes – Understanding the need and taking it forward for approval
- Made the 1st Change Dashboard and ensure that the correct data is reflected and the same is circulated every month.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
Change Manager
Randstad
01.2023 - 03.2023
- Be the change manager for the respective Vertical
- Analyzing the changes coming into the queue and approving them as per the type of the change
- Prepare the daily approval email and sending it across all streams
- Preparing the CAB report
- Charing the CAB call
- Reviewing the Fasttrack changes / Expedited changes and following up with all focal for their approval and then approving the changes
- Ensure the changes for the day are all correct with all details and documents attached, along with all the resources in place for the smooth implementation of the change within the stipulated time frame.
Major Incident Manager
Wells Fargo
04.2022 - 12.2022
- Taking the P3 incidents verifying them to be a valid P3 based on impact and urgency and getting a call set up and involving teams to fix the issue
- Preparing the communication and sending it across to all.
Service Management Analyst (Change Manager)
UNISYS Global Pvt. Ltd. (Bangalore)
10.2014 - 04.2022
- Responsible for delivery including planning and implementing content across Change Management & Incident Management while ensuring that security, risk and compliance requirements were met
- Receives logs and allocates a priority to all request for changes that was raised by the requestor
- Coordinate with the technical team (internally and externally) in getting a change record created, do the follow ups on the change that is created and monitor the work flow and provide the approval as and when required till the change is complete
- Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration
- Convenes urgent CAB or ECAB meetings for all urgent RFCs
- Chairs all TRC, CAB and ECAB meetings
- Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
- Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
- Reviews all implemented changes to ensure that they have met their objectives; refers any that have been backed out of have failed
- Reviews all outstanding changes and closes them if the change has been completed successfully and the same has been confirmed by the client.
Technical Support Engineer
IBM India Pvt LTD
06.2010 - 10.2014
- Accept the incoming call, emails and chats and provided base level IT support to non-technical personal within the business ensuring that there is no hit on the SLA
- Managed call flow and responded to technical support needs of customers
- Resolved customer issues in a clear, courteous and straightforward manner
- Also moved to the Server support team, monitoring the server alerts and take actions accordingly as per the alerts generated
- Identified and solved technical issues by coordinating with the technical teams
- Worked as a Severity 1 coordinator for the Service desk and had taken care of all the severity 1 issue, including sending announcement across the globe and service desk with any outage notification by working along with the Major incident Management team
- Planning, implementing, Auditing, and Analyzing Team level performance to provide a better operation to the client to achieve C-SAT rating and achieve SLA targets
- Join the Sev-1/Critical incidents to support MIM team as appropriate
- Join CAB & TAB calls to support change manager
- Join internal/client RMR review calls to support problem manager
- Chair the Daily Operations calls in case the team members are in unplanned leave
- Worked with cross functional teams to come up with service improvement plans to improve service delivery
- Worked on establishing a central repository for on-call weekly roster for all towers
- Prioritized workload on Engineers to deliver the highest possible standards of service with maximum efficiency
- Worked with the project team to improve FCR (First Call Resolution) and successfully achieve and sustained FCR target in long run
- Worked with the project team to improve CSAT and put a check on Non-Compliance
- Managed a Team of 20+ members along with an SME (Technical Supervisor) successfully
- Responsible for Team attendance, team performance, Hygiene Issues.
- Maintained response times to support business continuity.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Helped streamline repair processes and update procedures for support action consistency.
- Prevented potential system disruptions by conducting regular maintenance checks on client equipment and software installations.
Education
B. E. in Electronics & Communication Engineering -
Rai Foundation of College (Delhi)
Higher Secondary (XII) - undefined
K.V. Noida
High School (X) - undefined
K.V. Noida
Skills
Team Managementundefined
Certification
ITIL V3 Foundation
Personal Information
- Father's Name: Late, Sri. Samiran Paul
- Date of Birth: 09/19/1984
Timeline
Change Manager
Randstad
01.2023 - 03.2023
Major Incident Manager
Wells Fargo
04.2022 - 12.2022
Service Management Analyst (Change Manager)
UNISYS Global Pvt. Ltd. (Bangalore)
10.2014 - 04.2022
Technical Support Engineer
IBM India Pvt LTD
06.2010 - 10.2014
IT Change and Service Manager
Alshaya Group
8 2023 - Current
B. E. in Electronics & Communication Engineering -
Rai Foundation of College (Delhi)
Higher Secondary (XII) - undefined
K.V. Noida
High School (X) - undefined
K.V. Noida
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