Rishi Chakraborty
IT SERVICE MANAGER
Summary
ITIL+V4-certified professional with 10 years of experience in IT service management across diverse sectors. Specializes in Problem, Major Incident, and Change management, team leadership, and client management. Demonstrated success in improving service delivery and optimizing operations using ITIL and SIAM frameworks. Highly skilled in incident resolution, service enhancement, and aligning IT services with business objectives. Seeks opportunity to apply expertise and drive impactful results.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Project Lead
Cognizant Worldwide Limited
05.2017 - Current
- Led Change and Problem Management : Responsible for the Global Change and Problem Management processes, ensuring alignment with organizational goals and ITIL best practices.
- Incident & Problem Resolution : Reduced incident resolution times by 35% by refining incident management processes and enhancing team response capabilities
- Leadership role: Managed a team of onsite professionals, overseeing service delivery of field services and driving process improvements that led to a 30% increase in service efficiency
- SLA and KPI Management : Monitor and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure optimal service delivery and performance.
- Trend Analysis : Led efforts to analyze recurring issues, implementing corrective actions that reduced incident recurrence by 15%
- Continuous Service Improvement Initiatives : Driven continuous service improvement initiatives by implementing best practices and enhancing existing processes, resulting in increased efficiency and customer satisfaction.
- Enhanced Client Satisfaction : Developed strong client relationships through direct interactions and proactive problem-solving, achieving consistent NPS and PCSAT scores
- Stakeholder Collaboration : Acted as a key point of contact for clients and internal stakeholders, managing escalations and ensuring seamless communication across all cross functional team
- Performance Analysis & Reporting : Established robust reporting systems that provided key insights into service performance, enabling data-driven decision-making and strategic planning
- ServiceNow Administration and reporting : Worked on user administration to create profile and provisioning requested access, through roles and modeling membership. Created scheduled reports, gauge, homepage, dashboards. Also having good understanding in customizing UI policies, data policies, UI action, Scripts, Business rules, Tables in Service Now
- Service Desk and Network Command Center Operations : Managed Service desk and network operations within a command center (team size - 50+), monitoring critical systems to maintain high availability and performance
- Automation penetration : Worked with development teams for successful implement of GenAI chatbots, script based RPA thereby reducing ~22% ticket volumes
Technical Operations Associate
IBM India Pvt. Limited
07.2015 - 05.2017
- Major Incident Management : Manage high-priority incidents and problems, coordinating with global teams to ensure rapid resolution and minimize impact.
- Service Stability Monitoring : Regularly reviewed incident trends and performance metrics, providing recommendations to improve system reliability and prevent repeat issues.
- Backlog Reduction Initiatives : Proactively engage with stakeholders to reduce problem backlogs and enhance overall service delivery efficiency.
- Client Interaction & Support : Collaborated directly with clients to provide technical support, enhancing the service experience and building trust.
Education
Computer Science & Engineering
West Bengal University of Technology
01-2015
Skills
ITIL Framework
Major Incident Management
Change & Release Management
Problem Management
Transition & Transformation
Team Management
Project & Dashboard management
Project Risk Assessment
Automation & Process Optimization
ServiceNow, Jira
Customer relationship & Stakeholder Engagement
Service Desk management
Customer Experience Management
Certification
ITIL v4 Specialist
Accomplishments
- IBM India – Hall of Fame – 2016
- Cognizant Outstanding Service Delivery – 2017
- Best CII Contributor – 2018
- Cognizant – Wall of Fame – Q1 & Q2 2019
- Cognizant Top Performer (SBU - RCG) – 2021
- Customer Champion – (SBU - RCG) -2024
Timeline
Project Lead
Cognizant Worldwide Limited
05.2017 - Current
Technical Operations Associate
IBM India Pvt. Limited
07.2015 - 05.2017
Computer Science & Engineering
West Bengal University of Technology