Summary
Overview
Work History
Education
Skills
Certification
Training
Languages
Timeline
Generic
SAMRAT CHAKRABORTY

SAMRAT CHAKRABORTY

Summary

Passionate and driven Incident Manager with 10+ years of experience in leading cross-functional incident response and risk communication , resolving underlying problems through strategic approaches Proficiently applies ITIL v3 best practice frameworks to overhaul inefficient incident hygiene processes, ensuring successful prevention of problem occurrences A results-oriented leader with a strong focus on achieving process improvements and cost savings Skilled in curating impactful training programs and standardizing service deliveries to drive team productivity Exceptional problem-solving abilities with a logical and analytical mindset Collaborative approach in working with clients to assess areas of concern and implement effective solutions Proficient in solution optimization, trend analysis, and process improvement to drive operational excellence Astute in risk assessment and mitigation, ensuring seamless operations and minimizing disruptions Excellent written and verbal communication skills for effective collaboration and stakeholder management Passionate about protecting and restoring the customer experience by providing and promoting an exceptional standard of service


Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Consultant IPC Lead - Edrington and Yara Account

Capgemini
10.2021 - Current
  • Orchestrated the implementation of Incident Management processes, resulting in a significant reduction of service delivery issues and improved customer satisfaction
  • Designed and directed an effective communication and feedback system to allow for better collaboration between IT service department, customer service, and other departments
  • Led post-incident review meetings, identifying root causes and implementing corrective actions, resulting in a 20% reduction in recurring incidents.
  • Analysis of the current process and finding opportunities for Incident process improvement.
  • Collaborating with relevant stakeholders to address Application problems
  • Monitoring IM process performance, tracking Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
  • Regularly reporting progress and implement recovery plans to meet targets
  • Analyzing various IM reports, including ageing analysis, ticket hoping analysis, neglected incident, and management reports
  • Initiated and led structured post-incident review meetings to analyze root causes and implement corrective actions.
  • Collaborating with other ITIL process Team Leads, such as Change Management and Problem Management, to improve service delivery to clients
  • Conducting daily Incident calls with technical teams, identifying obstacles and implementing effective resolutions
  • Maintaining ongoing client engagement, offering regular updates on project lifecycle, timelines, and specific requirements
  • Developed and maintained incident management documentation, ensuring consistent training and upskilling of new staff members.
  • Tracked and reported on KPIs, demonstrating the effectiveness of incident management strategies to senior management.
  • Developing a monthly SLR Deck for Incident , Problem and Change management.
  • Developed and implemented problem management processes, resulting in a 30% improvement in incident resolution times.
  • Review each changes of stakeholders in all the levels to ensure that they are in comply with the change and release process
  • Review each change and ensure their readiness for the CAB meeting before the deadline to ensure a hassle-free approval process
  • Documented RCA findings and created detailed reports, providing actionable insights to stakeholders and driving continuous improvement.
  • Manage the planned leaves of each team member and ensure proper coverage of the project without any impact on deliverables
  • Pioneered and conducted weekly change advisory board (CAB) meetings, facilitating thorough project change analysis, approval, and impact assessment
  • Developed and implemented service improvement initiatives resulting in 20% increase in customer satisfaction
  • Introduced sprint capacity planning, resulting in enhanced tracking and accomplishing 68% of backlog changes
  • Have Successfully moved the NSSR process to Agile, as a part of process Improvement
  • Deployed a testing template, leading to a remarkable reduction in testing failure rates from 50% to 1%
  • Received multiple appreciation from Capgemini leadership team and external Stakeholder for the year 2023
  • Received Q Star Award for successfully implementing improvement ideas on Backlog Reduction

IT Service Manager - Trafigura Account

NTT DATA
02.2021 - 09.2021
  • Provided guidance to the operations team to assess change impact and overcome roadblocks
  • Integrated change initiatives through effective leadership alignment and communication plans
  • Approved valid change requests and joined the CAB call to discuss the implementation timelines (downtime and uptime)
  • Reviewed change records for compliance, challenged deviations, and curated alternate change management plans
  • Conducted post-implementation reviews, ensuring checklist compliance and marking adoption success
  • Updated CM summary records using ITSM tools for increased accountability and accessibility
  • Achieved a 15% reduction in incident occurrence through investigation, SOP development, and sustainable planning
  • Proactively trained new hires in critical change processes and service improvements through knowledge transfers and shadowing
  • Developed an efficient CM framework, including implementation, back-out plans, risk analysis, and change calendar updates
  • Strengthened collaboration with data delivery team leaders, facilitating annual audits and ensuring completion of remediation plans

Incident and Problem Analyst - Coca-Cola Account

Genpact Pvt. Ltd.
01.2015 - 01.2021
  • Served as the primary point of contact within the delivery organization for managing and overseeing all operational activities related to the client
  • Provided ultimate ownership and responsibility for end-to-end management activities pertaining to all Severity 1 and 2 incidents
  • Monitored account-related tools such as Service-Now and SharePoint portal to ensure effective handling of incidents
  • Ensured timely tracking and closure of escalations while conducting comprehensive root cause analysis for each escalation
  • Provided feedback to agents involved to improve performance and prevent future escalations
  • Received best employee award from Coca-Cola & Genpact leadership team for outstanding performance
  • Handled incidents/escalations, applied best practices, created knowledge articles, and mentored teams
  • Appreciation letter received for conducting failure mode and effect analysis (FMEA) in 2019
  • Led process improvements exceeding productivity and quality metrics through ITIL framework and best practices
  • Implemented weekly performance meetings resulting in 7% team improvement

Escalation Manager and Service Desk Specialist for BT and Talk Account

Wipro
02.2011 - 10.2014
  • Managed high-priority tickets using Remedy ticketing tool, distributing them to appropriate teams
  • Triaged several BT Customer complaints and resolved technical tickets daily within the given SLA
  • Applied Social skills and soft skills to provide rapid solutions maintaining 89% satisfaction rating in monthly end-user scoring
  • Resolved issues by researching documentation; troubleshooting hardware and software, guiding client through corrective steps; escalating problems to the second level; tracked the status of problems and solutions
  • Devised and published metrics to measure Organizations' success in delivering world-class customer service
  • Implemented continuous improvements and resolved issues for telecom-based stakeholders
  • Identified and reported major incidents that posed a risk of breaching SLAs

Education

Bachelor of Computer Application -

Annamalai University
01.2020

Skills

  • Incident Management
  • IT Service Management
  • Data Analysis Expertise
  • Guidance and Support
  • Continuous Improvement Initiatives
  • Change Process Optimization
  • Change Control Process
  • Effective Team Leadership
  • Root Cause Analysis
  • Team leadership
  • Incident management
  • Change Management
  • Process improvements
  • Trend analysis
  • Problem Solving

Certification

  • ITIL V3 Foundation, AXELOS, Hyderabad, Telangana, India, 2017
  • SAFE SCRUM, Kolkata, West Bengal, India, 2023

Training

  • Leadership Program, 07/01/18
  • Service Excellence Program, 11/01/18
  • LEAN - Incident Management training, Genpact India Pvt Ltd, Hyderabad, Telangana, India, 09/01/19, 11/30/19

Languages

English
Advanced (C1)

Timeline

Senior Consultant IPC Lead - Edrington and Yara Account

Capgemini
10.2021 - Current

IT Service Manager - Trafigura Account

NTT DATA
02.2021 - 09.2021

Incident and Problem Analyst - Coca-Cola Account

Genpact Pvt. Ltd.
01.2015 - 01.2021

Escalation Manager and Service Desk Specialist for BT and Talk Account

Wipro
02.2011 - 10.2014

Bachelor of Computer Application -

Annamalai University

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