Citrix
Sandip Majumdar
Incident Manager| MIM | Problem Manager | Resource Manager
Kolkata
Summary
Award winning individual 11+ years’ Results-driven in operations and service management professional with extensive experience in incident management, change management, problem management, and major incident handling across telecom, utilities, supply chain, and enterprise environments. Working as the Team Lead for the Project Management team with additional responsibility of handling the Service Level Management team. I have also worked as an ITIL Process Consultant on a Transition Project. Responsible for driving the team to meet predefined SLA as well as motivating the team members to bond amongst themselves and work as a team. Recognized for strong interpersonal skills, clarity in written and verbal communication, and a creative, analytical approach to problem-solving. I am adept at resource/talent allocation aligned to business needs, and experienced in coordinating interviews, hiring processes, and stakeholder communication. Having ability to leverage operations and technology to exceed business objectives that has led to my career growth and progression.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Resource Manager
Capgemini
03.2025 - Current
- Enhanced team productivity with regular performance evaluations and targeted training programs.
- Assign tasks and projects to team members based on their skills, strengths, and workload capacity, ensuring equitable distribution of work.
- Managed capacity vs. Incoming demand, bench rotation, replacement, and renewals to ensure optimal workforce utilization across technologies.
- Monitor team members' performance, provide regular feedback, and conduct performance evaluations. Identify areas of improvement, and assist in career development.
- Drive war room meetings twice a week with account leads to share progress on aging demands and identify possible outcomes to avoid revenue loss for the project.
Incident Manager | Change Manager | Problem Manager | Tester
Capgemini
01.2017 - 02.2025
- Coordinate as a Process Consultant in an ITIL-based project, suggesting the best practices that could be implemented.
- Create and handle requests related to service delivery, such as Daily Status Report, Weekly Status Report, Monthly Status Report, and Project Metric Report, as well as Outstanding Ticket Report.
- Create SLA Breach/SLA Exception Report.
- Create a Quarterly Business Report and deck.
- Export and import data from ITSM.
- Proficient in ticketing systems: HPSM, ServiceNow, BMC Remedy (Taurus, Virgo, Scorpio, Aries), JIRA and CA Service Desk.
- Lead major incidents, coordinated restoration activities, and prepared RCA documentation. Achieved over 95% compliance in change documentation and audit standards.
- Proactively monitor dashboards for P1, P2 risks.
- I bring calm leadership under pressure, strong stakeholder.
- communication, and a prevention-focused mindset because my real focus is on service stability and customer trust.
- Reduced unplanned outages due to changes by up to 30% via stricter assessments and testing protocols.
- Oversaw normal, standard, and emergency change workflows, reducing change-related incidents, and improving overall service reliability.
- Facilitated major incident bridges, driving collaboration among global technical teams.
- Analyzed incident trends and collaborated with engineering teams on permanent fixes.
- Managed complete incident lifecycle ensuring SLA/OLA adherence and minimal service disruption.
- Working with full system development lifecycle experience, including designing, developing and implementing test plans, test cases and test processes fueling swift corrective actions
- Worked on day-to-day activities in the office on-premise apps like Excel, PowerPoint, and Word.
- Duties also involve providing updates regarding the queues, process updates, and modifications (if required).
- Providing KT and training on a regular basis for backups and new hires as needed.
- Attending weekly/daily conference calls with clients or support teams.
- Attending daily conference calls with the SDM and support team members, and providing a daily report regarding the high-priority incidents raised the previous working day.
Technical Associate
Capgemini
11.2014 - 12.2016
- Provide end-to-end IT support of the entire organization with respect to all Office applications.
- Been proactive in creating solutions and resolving problems by taking ownership and initiative for problem resolution, spot potential problem areas, analyzes solutions, propose resolution, and ensure implementation with respect to all Microsoft Office applications and SharePoint as well.
- Worked as Shift Lead for maintaining the team SLAs.
- Well versed with different ticketing tools such as ITSM, HPSM, SERVICE NOW, etc.
- Embrace working in a team setting. Know your teammates; give them credit for their success and offer help and assistance.
- Providing support in the field of MS Office Applications and complex VBA applications.
Education
MBA - Marketing
IIEST
10-2014
Bachelors of Coputer Application - Computer Applications Development
Narula Institute of Technology
Kolkata, India 04.2001 -
Skills
3 years’ experience in SMG with a focus on team leadership along with an overall experience of 9 years
Oversaw ITIL‑based service request and incident management using ServiceNow, ensuring adherence to agreed service levels
Led end‑to‑end ITSM operations across Incident, Change, Problem, and Request Management in alignment with ITIL best practices
Designed and maintained ITSM dashboards, SLA reports, operational documentation, and training material
Keeping tabs on SLA/OLA Compliance / RCA/ServiceNow / BMC Remedy
Exceptional Communication / Conflict Resolution / Escalation Handling, Strong stakeholder engagement skills
Chairing CAB/ECAB meetings
Handling external and internal client audits and creating and maintaining Audit Map
Manage client requests with different ITIL-based ticketing tools like Service-Now
Software
SCCM
Bomgar
TeamViewer
ServiceNow
BMC Remedy
JIRA
GTT Portal
Desktop Client
Android Studio
UI Path
Certification
NET FRAMEWORK 2.0 - WEB BASED CLIENT DEVELOPMENT
Timeline
Resource Manager
Capgemini
03.2025 - Current
Generative AI for Software Engineers
01-2024
Agile Software Development.
06-2020
ITIL® Foundation Certificate in IT Service Management
04-2017
Incident Manager | Change Manager | Problem Manager | Tester
Capgemini
01.2017 - 02.2025
Technical Associate
Capgemini
11.2014 - 12.2016
NET FRAMEWORK 2.0 - WEB BASED CLIENT DEVELOPMENT
08-2011
Bachelors of Coputer Application - Computer Applications Development
Narula Institute of Technology
04.2001 -
MBA - Marketing
IIEST
NOTABLE ACHIEVEMENTS
Handle external audits for clients related to SLA performance and contract adherence and successfully close closed audit MAP within specified time limits., Designed automation workflows that reduced manual effort by over 20%., BRAVO Award H1 2019 – Project Star., Jedi Award for fine handling of escalations from stake holders., Analyzed operational processes to identify key areas with high manual effort. Designed and implemented automation solutions during the first year of transition., Capgemini Long Service Award – 5 Years, Capgemini Long Service Award – 10 Years