Sanjit Chanda
Engineering Manager / IT Manager
Bangalore
Summary
Experienced ServiceNow professional with more than 15 years in ITIL/ITSM, IT Operations, Automation & Innovations domain along with Techno-Functional leadership experience, collaboratively driving large initiatives, projects and people, resolving global issues and consistently exceeding business and customer expectations. Proven track record of implementing projects/strategic solutions, through operation, governance and continuous service improvement, utilizing formal processes, methodologies and best practices including AGILE, ITIL and SDLC. Expertise includes: ITIL/ITSM, Service Catalog/Request Management, Portal, Automation & POC, Business Partnering, ServiceNow SME, technical leadership. Proven track record of leading several ServiceNow,ITSM projects (in techno-function scale), Global team(internal & supplier) and delivered successfully. Managing 15 members team. Well equipped with some of the formal trainings LSW(Leadership workshop) , ITDP ( IT development trainings for leaders) and solid hands on experience with Technology and people management.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
IT Manager / ServiceNow Platform Owner
Silicon Valley Bank
Bangalore, Karnataka
05.2021 - Current
- Oversaw ServiceNow Development, Admin, Reporting & Analytics, Operations & Scrum teams
- Accountable for overall Enterprise ServiceNow Platform including IT Service Management, HR Service Management and GRC (Governance, Risk, and Compliance) Development & Support.
- Built and managed strong geographically distributed teams. Managing 15 members(10 direct and 5 indirect )
- Built organizational technology strategy and roadmaps for Enterprise ServiceNow Platform .
- Set up Governance model across Strategy , Portfolio and Technical at the Enterprise level.
- Provide Technical leadership and act as solution advisor to ITSM , ITAM , HR , GRC and core platform
- Oversaw daily performance of ServiceNow Platform and immediately responded to P1/P2 issues to keep the platform up and running.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Oversaw ServiceNow Version Upgrade project and executed them flawlessly with a complex environment.
- Worked closely with cross functional teams to plan, develop and execute technical strategies aligned to Senior leadership vision.
- Communicated regularly with stakeholders concerning critical project and milestones.
- Coordinated technical training and personal development classes for staff members.
- Hands on ServiceNow Development, Administrative and Instance related activities at Enterprise level.
- Skilled and responsible for contract renewal related pre-analysis on product/licensing based on organization business need and propose optimized licensing model.
- Strong focus on implementing standardization, maturity, best practices, automation, Innovation within ServiceNow platform by leveraging governance model.
- Implement Change & Release management policies for ServiceNow deployments
Team Lead /Technical Solutions Consultant
Honeywell Technology Solutions
Bangalore, Karnataka
05.2017 - 04.2021
- Built strong ServiceNow team , Led Integrations portfolio , Led Service Service Catalog / Request Management ( Techno - functional )portfolio, ITSM (Techno - functional) ,Event Mgmt , Discovery , CMDB , Upgrade , Strategic Roadmap
- I led IT Portal Implementation(ServiceNow) for Business Applications across all Honeywell Business Units
- IT Direct is Honeywell's one Stop Shop for Everything IT and caters to 130,000 employees
- 600+ application (SAP, Non-SAP) onboarded in to IT Direct portal where employees can get IT support by submitting Incident or Order/Request
- I work on Service Improvement opportunities, VoC, Bringing in Automation possibilities and collectively prepare requirement list and implement to advance IT Service Catalog services within ServiceNow
- I lead ServiceNow Integration team and drive strategy and standardization to make sure they are aligned with organization Goal, adds value to user/customers and solutions get delivered based on priority
- I handled both supplier and internal integration which span across multiple platform and tools
- I drive innovation/knowledge/problem solving session with in Service Catalog/ Service portal team with the intent of collaboration, learning new feature & functionality with platform, sharing, solving problems as team as needed
- I work on ServiceNow development activities (catalog/portal/Integrations) which includes creating new catalog items, enhancement of service portal (IT direct Fix Something), Scripting, workflow, Rest AP Integration etc
- Example: Implemented Chat Bot for IT
- Lead SPIN CO project and take care all the change management with in Service catalog, Service Portal
- I played role of Business Partner with Aero FMS and Enterprise Coveo Search integration program
- Discussion with Business focal and understanding challenges, requirements and providing solution
- Worked with Enterprise Search service team to get them implemented and oversee solution delivery and customer satisfaction
- Apart from these, I was engaged in HR Direct, PMT UOP, Legal search requirement discussion and BRD preparation
- Project Name: ITSM Remedy Support and Service Improvement
Team Lead
Honeywell Technology Solutions
04.2016 - 05.2017
- Created Governance model for ITSM Remedy enhancements to prioritized and impalement solutions which would add value to customer and business
- Proposed optimized Remedy change/enhancement request
- Process life cycle steps to improve cycle time of solution delivery by 10%
- In the proposed process unnecessary approvals has been removed from the process life cycle
- Being a Lead of the Remedy Governance meeting, I provided real time direction to the process owners, function leads to their queries and questions in terms of technology & functions
- Most of the time this helped to cut down some of the offline/Later discussion by 5% between team members and functions leads
- I Led Remedy Build/Development (Honeywell and Supplier) team and made sure solutions are delivered as per customer need
- Coached team members on both technical and behavior skills
- Contributed to ITSM Roadmap
- Drive Technical Knowledge Sharing Session with in team
- I Led product, platform integration and evaluate tools, technology features, Automation and POC implementation
- Some of the example
- Did Cycle time reduction by 20 % with granting user permissions process
- POC list: SMART IT, My IT & Service Broker, Tableau (Data Visualization tool), Remedy 9.x sandbox etc.,
- Integration: Enterprise Hybrid cloud (EHC) Integration with Remedy (approx
- 120 hours’ productivity saving per month)
- Automated incident ticket creation from VRO to Remedy for Enterprise Monitoring Alerts (vROps , Nagios):
- Productivity gain approx
- 100 hours per month
- Project Name: Service Integration(Supplier Integration)
Technical Lead
Honeywell Technology solutions
09.2014 - 03.2016
- I was part of globally run Digital labor program, which driving auto diagnostic /remediation of day to day manual repetitive task across all towers (server, Database, Network, backup storage etc.) using
- ServiceNow and IPsoft 1Desk platform
- As ServiceNow Technical/project lead I am responsible for solution delivery
- Service Now solution including various integration between ServiceNow (CMDB , Incident , Change , Event) and IPsoft 1Desk platform which already resulted in 1000+ hours manual hours saving in the initial few sprints itself
- I was also responsible for designing end to end solution (from Alerts->Event ->Incident- >change and CMDB) how these flows would work within ServiceNow for this program and gets integrated with 3rd Party platforms to achieve end to end automation objective
- Smart Virtual Agent – is cognitive virtual agent solution that will be used globally for IT / HR/
- We were using IPsoft Amelia platform to be the virtual agent and integrating with
- I was responsible for helping virtual agent team with conversation flow and how ServiceNow API can be used for better user experience and seamless workflow execution
- We are enabling users with many offering from SVA ( starting form incident creation , get update, order software, view relevant self help article , approvals , escalation etc.)
- Project Name: ServiceNow Implementation (Service Catalog, Service Portal)/Digital employee experience., I led the Phase 3 SI (Service Integration) Program such as transitioning key supplier to Honeywell Remedy system, integrating an automated PC ordering process, service desk onboarding & integrating dispatch process, making the Remedy CMDB the asset management “source of truth” for supplier and Honeywell, and enabling proactive supplier performance management with automated Service Level configuration and
- Reporting
- During this project I drove the working sessions with Honeywell and Supplier project leaders, understood the business processes and translated them to function requirements and worked with technical team to the get the solution implemented within very tight deadline and cost effective way
- During this project, I led the Global teams based out of Tempe, SLP and Bangalore
- I also worked as technical and functional SME during the project need basis
- The contributions to the SI Program have helped establish a great IT framework of tools and processes
- The efforts provided by myself was key which helped drive significant improvements in how IT services provided to our customers
- Project Name: IT Service Catalog, ITSM Upgrade to Remedy 8.1 & User Experience Program.
ITSM Operation Lead - Onsite
Honeywell
Tempe, Arizona
01.2013 - 08.2014
- I was in Tempe, Arizona for 1.5 years played an onsite Operations Leader role for Remedy, BMC Analytics,
- SAP BO and responsible for supporting these applications end to end
- In this capacity I worked with infrastructure teams to make sure patching and other maintenance activities are in place, created standard operating model, worked on production issues, delegate work among offshore team, customer interactions and integrated/on boarded regional & independent Service desks and Suppliers in to centralized ERP ticketing system
- Some of the examples are below:
- A :Wipro ticketing system migration to Honeywell Remedy, thus reducing cost of maintaining supplier tool and keep Honeywell Remedy CMDB one source of truth
- B : As a part of ECC program, Honeywell has made a decision moving from one Infra supplier to another supplier to cut down the cost .in that capacity I led project from Remedy side making sure Remedy is up to date with new supplier information, support Group information, interfaces, SLA, People and helped to have seamless transition
- C : Migrated ticketing system from Certido to Honeywell Remedy for Aerospace Business
- Again, this was part of Service desk transformation strategy to reduce the cost while maintaining one system of record
- This as one of complicated migration since Aerospace has many different business model/Applications and their support
- Made sure all the required functionalities are implemented in Remedy and build a complicated master report for their day to day tracking and decision making by providing Business Object Report
- D : Also helped other businesses and Organization like TS, PMT and HTS to move their operations & support to one centralized system.
BI & Reporting Analyst
Honeywell Technology Solutions Lab
02.2009 - 12.2012
- As SME - BI & Reporting at Honeywell Technology Solutions
- I was the first person to set up SAP BO environment within HITS (Honeywell Information Technology Services) Remedy CoE team
- Done customization on the top of ITSM universe to fulfill customer need for reporting
- I was responsible for end to end support
- Coached new team members to make sure they are up to speed quick in production
- Worked on medium to large complexity BO reports and complex Database Views
- I also played a role of ITSM tools Administration (both Onsite & Offshore) while fixing day to day tools issues and requests.
Infra Support Engineer
Honeywell Technology Solutions
Bangalore, Karnataka
05.2008 - 01.2009
- I was a member of Hyperion application support team with in TS( Transportation System ) Business Unit was responsible for L2 support for Hyperion and
- Also worked on different monitoring tools like cacti, Nagios etc.
Project Intern
Honeywell Technology Solutions
12.2007 - 04.2008
- I was part of CORP(corporate domain) application team developing web application using Adobe Flex and Action script for project named Virtual show where in all the Honeywell product would be listed for customer to navigate and feel the product by 3D view
- Personal, Feb 3, 1986
- Nationality: Indian
- Gender: Male
Education
Certified ServiceNow Administration , Adopting ServiceNow Platform Owner Mindset Training , Completed Advance ServiceNow Administration Training, Completed ServiceNow Scripting Training , Completed ServiceNow Event Management Training -
ServiceNow
Thinking – LUMA Training Completed Agile Training ITIL Certified Page 2 Six Sigma Green Belt Certified -
Others
Bachelor - Information Technology
B.Tech -
WBUT(West Bengal University Of Technology)
05.2004 - 04.2008
Skills
ServiceNow Platform Owner
undefinedTimeline
IT Manager / ServiceNow Platform Owner
Silicon Valley Bank
05.2021 - Current
Team Lead /Technical Solutions Consultant
Honeywell Technology Solutions
05.2017 - 04.2021
Team Lead
Honeywell Technology Solutions
04.2016 - 05.2017
Technical Lead
Honeywell Technology solutions
09.2014 - 03.2016
ITSM Operation Lead - Onsite
Honeywell
01.2013 - 08.2014
BI & Reporting Analyst
Honeywell Technology Solutions Lab
02.2009 - 12.2012
Infra Support Engineer
Honeywell Technology Solutions
05.2008 - 01.2009
Project Intern
Honeywell Technology Solutions
12.2007 - 04.2008
B.Tech -
WBUT(West Bengal University Of Technology)
05.2004 - 04.2008
Certified ServiceNow Administration , Adopting ServiceNow Platform Owner Mindset Training , Completed Advance ServiceNow Administration Training, Completed ServiceNow Scripting Training , Completed ServiceNow Event Management Training -
ServiceNow
Thinking – LUMA Training Completed Agile Training ITIL Certified Page 2 Six Sigma Green Belt Certified -
Others
Bachelor - Information Technology
Similar Profiles
Elisa O’DellElisa O’Dell
Sr. Global Payroll Analyst at Silicon Valley Bank (Acq. by First Citizens Bank)Sr. Global Payroll Analyst at Silicon Valley Bank (Acq. by First Citizens Bank)
Doreen JimenezDoreen Jimenez
Sr. Administrative Manager to CFO at Silicon Valley Bank, a division of First Citizens BankSr. Administrative Manager to CFO at Silicon Valley Bank, a division of First Citizens Bank
Johnny CalderonJohnny Calderon
Manager, Operations at Silicon Valley Bank (now a division of First Citizens Bank)Manager, Operations at Silicon Valley Bank (now a division of First Citizens Bank)
Tommaso ManzoTommaso Manzo
Manager/ Supervisor - Mortgage Operations at Silicon Valley Bank- Div. Of First Citizens BankManager/ Supervisor - Mortgage Operations at Silicon Valley Bank- Div. Of First Citizens Bank
Muskan JainMuskan Jain
Associate – Bid Management at Subex Ltd.Associate – Bid Management at Subex Ltd.