Sayantan Chatterjee

• Utilized ITIL Methodology to analyze and optimize current business processes and aid in the development of new processes.
• Implemented and maintained effective change control processes and procedures to ensure minimal disruption to production systems and services.
• Maintaining Forward Schedule of Change for upcoming changes
• Identified and mitigated risks associated with changes through thorough risk assessment and planning.
• Facilitated clear and timely communication about upcoming changes to stakeholders, ensuring awareness and understanding.
• Provided training and support to staff regarding change management processes and procedures.
• Continuously improved change management processes based on feedback, lessons learned, and industry best practices.
• Managed daily, weekly, and monthly change reviews and provided data metrics to leadership.
• Managed multiple concurrent contracts, tasks, and work streams.
• Identified opportunities to streamline change management processes and improve service delivery efficiency.

• Managed end-to-end change management process for IT services, adhering to ITIL best practices, ensuring all changes were effectively controlled, tracked, and documented.
• Coordinated with project teams, development, and operations to assess and approve change requests, ensuring minimal disruption to production services.
• Conducted risk and impact assessments for all changes, preparing detailed reports for stakeholders and management, highlighting potential impacts and mitigation plans.
• Led weekly Change Advisory Board (CAB) meetings, reviewing change requests and making recommendations for approval or rescheduling.
• Developed and maintained detailed documentation, including change records, change schedules, and post-implementation reviews.
• Implemented continuous improvement initiatives by analyzing change success rates and identifying areas for process optimization.
• Managed communication regarding scheduled changes, ensuring all stakeholders were informed in advance of any planned outages or updates.

Promoted to Incident Manager role, gaining valuable experience.

• Worked as an Incident Manager and handed over P1 and P2 Major Incidents to the Major Incident Management Team.
• Managed all SD Incident Assignment Queues and backlogs. Followed ITIL 3 Strike policy over all open incidents for relevant SD Incident Management Queues.
• Initiated bridge calls, drove communication and teams to ensure uptime of Infrastructure within Service Levels.
• Coordinated with support teams to get the issue resolved within SLA, abiding by the ITIL framework.
• Also, was responsible for reporting on the daily, weekly, and Monthly breached SLA vs Open INC/WO.
• Creating weekly and monthly trend reports and working towards reduction of aging INCs through Support Queue Kickback Management and Agent Feedback programs.

• Facilitated the day-to-day operations of the ITIL change management process, coordinating with various teams to manage the flow of change requests.
• Maintained change logs, schedules, and records, ensuring all changes were documented and tracked through the change lifecycle.
• Worked with the service desk, incident, and problem management teams to ensure that changes did not cause unnecessary service interruptions or incidents.
• Participated in post-implementation reviews, assessing the effectiveness of changes, and ensuring follow-up actions were taken for any issues identified.
• Provided support to the Change Manager in preparing for CAB meetings, and maintaining the overall change calendar.