Pronayan Dutta Majumder

Change Manager | 2 Years of Experience

Experienced in managing end-to-end change processes while minimizing business disruption. Skilled in risk assessment, stakeholder collaboration, and process improvement to enhance efficiency and compliance. Led Change Advisory Board (CAB) meetings and provided training to ensure smooth execution and adoption of changes.

Key Achievements:

• Improved change implementation efficiency, reducing failed changes by 15%
• Strengthened governance, cutting unauthorized changes by 10%.
• Implemented automation and process improvements, reducing approval times by 10%.
• Facilitated seamless collaboration across teams, which increased approval efficiency by 5%

Major Incident Manager | 5 Years of Experience

Experienced in leading and managing major incidents to ensure rapid resolution and minimal business impact. Skilled in coordinating cross-functional teams, optimizing incident management processes, and implementing preventive measures to reduce recurrence. Strong communicator, providing timely updates to stakeholders and executive teams.

Key Achievements:

• Reduced incident resolution time by 20% through process improvements.
• Managed 100+ high-impact incidents, ensuring swift recovery and business continuity.I
• Implemented a proactive framework, reducing critical incidents by 20%.
• Trained teams to enhance incident response efficiency and communication.
• Recognized for excellence in incident management.

Additional Responsibilities:

• Managed customer relationship through SteerCo and monthly review meetings
• Played a pivotal role as a Service Management SME during critical project phases, from RFP to execution.
• Implemented strategies to increase customer service satisfaction ratings.

• 9 yrs of experience in leading and managing IT Service Desk ensuring 24/7 support, coordinating among IT technical towers, handling major incidents and conducting training for L0, L1 and L1.2 support members
• Developed and implemented IT service desk to provide support to UK and US based users
• Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards
• Enabled effective service monitoring through various tools and maintained the service desk ticketing system ensuring all tickets were responded and resolved to in a timely manner adhering to the customer and TCS defined SLAs
• Managed customer relationship through weekly and monthly review meetings

• Ticket Management – Efficiently managed and resolved tickets within SLA
• Technical Troubleshooting, System Configurations and updates
• Security Compliance and Reporting

• Acted as initial interface to handle and log user reported issues or requested IT services
• Supported with L1 troubleshooting on hardware, software, network and application issues
• Collaborated with cross-functional teams to identify and resolve customer issues, resulting in 100% improvement in customer retention