Priyobrata Das
IT Service Management
Kolkata,WB
Summary
Experienced business emergency management professional with a proven track record of providing prompt leadership during critical incidents. Skilled in collecting, evaluating, and interpreting data to optimize strategies for future emergencies. Known for adeptly solving complex problems and possessing strong abilities in planning, organizing, and effective communication.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Senior Process Associate
Tata Consultancy Services
10.2018 - Current
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Designed detailed impact assessments to identify potential risks and mitigate organizational disruptions during critical change projects.
- Evaluated existing change management frameworks, identifying areas for improvement and refining methodologies accordingly.
- Influenced senior leadership buy-in for critical change initiatives through persuasive presentations and data-driven insights.
Associate Professional
DXC.Technology
01.2017 - 02.2018
- Led process improvement initiatives that streamlined workflows, resulting in reduced turnaround times on tasks.
- Established strong relationships with key industry stakeholders, enhancing company''s network and influence within the sector.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to budget constraints.
- Collaborated with cross-functional teams to improve overall organizational efficiency and effectiveness.
- Boosted team productivity by streamlining communication and implementing efficient project management systems.
- Delivered high-quality presentations to clients, showcasing product features and benefits effectively.
- Trained and mentored junior team members, fostering a positive work environment conducive to professional growth.
- Optimized internal processes for increased efficiency, resulting in improved workflow across departments.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Process Associate
Genpact India Private Limited
10.2015 - 12.2016
- Developed strong working relationships with cross-functional teams for seamless collaboration on projects.
- Streamlined processes by identifying inefficiencies and implementing improvements.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Independent problem solver who took initiative in researching solutions without needing excessive supervision.
- Maintained high levels of data confidentiality through adherence to company policies and procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Frequently inspected production area to verify proper equipment operation.
- Maintained database systems to track and analyze operational data.
Education
B.A - Economics
Burdwan University
06.2010 - 08.2014
Skills
Effective team leadership
Critical Incident Handling
Incident resolution expertise
Proficient in change management
Vendor performance oversight
Problem Management
Asset Management
Software and hardware asset management
Proficient in ITIL practices
Conflict resolution management
Root Cause Analysis
Incident analysis reviews
Business metrics reporting
Proficient in IT infrastructure
Comprehensive project coordination
Accomplishments
- Documented and resolved SLA related issues which led to a positive Results
Certification
ITIL 4
Timeline
ITIL 4
01-2024
Senior Process Associate
Tata Consultancy Services
10.2018 - Current
Associate Professional
DXC.Technology
01.2017 - 02.2018
Process Associate
Genpact India Private Limited
10.2015 - 12.2016
B.A - Economics
Burdwan University
06.2010 - 08.2014