SOURAV BATABYAL
Senior IT Process Consultant
New Delhi
Summary
Seeking a challenging leadership role in the technology industry where I can leverage my diverse experience and proven competence across ITSM, Process Consulting, SIAM, CSI, Scrum, Agile, ServiceNow, Operational Excellence, Strategy, Quality assurance, customer engagement and team leadership to drive innovation, optimize processes, and deliver exceptional results with cross-functional teams.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
8
8
Certifications
Work History
Senior IT Process Consultant
Optum Global Solutions Ltd. (UHG)
Gurugram
05.2022 - Current
- Successfully led process improvement initiatives resulting in cost savings and improved efficiency by 75%.
- Developed and implemented ITSM frameworks that led to a reduction in incident resolution time by 48%, resulting in improved customer satisfaction.
- 38% reduction in P1, P2 incidents influx in 2022 & quarter 2023.
- Continuous Improvement through process simplification and automation ideas.
- Developed as a cross functional capability to facilitate solutions common across functions.
- Lean framework established with questionnaires across core ITSM services.
- Led the implementation of Agile methodologies from Waterfall method resulting in increased productivity, reduced project delivery time and improved team collaboration.
- Successfully organized and managed SNOW Version upgrades to Orlando.
- Built Servicenow tool with automated capability wise scoring and maturity level analysis.
- Built ITSM Process asset inventory aligning with service catalog (Workflows, SOPs, Job Aids etc).
- Developed and implemented quality assurance procedures resulting in reduced defects , improved customer satisfaction by 40%, and increased team efficiency in ITSM Process.
- Provided strategic guidance to senior management and key stakeholders on IT process improvement initiatives, resulting in improved alignment with business objectives and increased organizational agility.
Associate Consultant (SIAM)
HCL Technologies Ltd.
Noida
12.2019 - 04.2022
- Successfully led the implementation of SIAM frameworks across multiple organizations resulting in improved service delivery, reduced operational costs, and increased customer satisfaction.
- Designed and implemented governance structures that ensured effective collaboration between service providers, resulting in improved service quality and reduced incident resolution times.
- Developed and implemented service improvement plans resulting in improved service performance, reduced service outages, and increased availability of critical services.
- Developed and implemented SIAM performance metrics in Power BI and reporting mechanisms that enabled service providers to identify areas for improvement and track progress over time.
Service Management Specialist
Bureau Veritas India Pvt. Ltd.
Noida
04.2016 - 12.2019
- Handling End to End Critical/High (P1/Sev1/Code Red, Sev2) incidents related to network/business critical issue.
- Collaborated with ITSM Lead from Europe to define project roadmap and established service management process.
- Responsible for implementation of effective application major Release plans, scheduling, communication and escalation plans to track and manage the deliverables.
- Prepared process documentation for change management & release management by using ITIL framework working with users, product & application owners and engineering teams.
- Overall tracking of the project for Incident SLA, KPI’s Quality of the deliverables and continuous improvement.
- Played the role of subject matter expert in the project to ensure effective service management framework with the IT and Development Team with change management, release management.
- Responsible for tracking the root cause analysis report to ensure flow of required input to be updated in Knowledge database.
Change & Release Manager
HCL Technologies Ltd
Noida
09.2011 - 04.2016
Customer Support Executive
HCL BServe (BPO Services)
Noida
12.2009 - 03.2011
Education
Bachelor of Arts - Bachelor of Arts & Program
Motilal Nehru College (Evening)
New Delhi 04.2006 - 04.2009
Master of Arts - Economics
Annamalai Univerisity (Distance Education)
New Delhi 07.2009 - 12.2011
Skills
ITSM Process Consulting
Service Integration & Management
Agile/Scrum
Customer Engagement & Leadership
Servicenow Tool Usage & Handling
Project Coordination & Management
Certification
Intro to Kanban
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Intro to Kanban
04-2023
Lean Six Sigma White Belt
03-2023
Certified Scrum Master CSM®
02-2023
Senior IT Process Consultant
Optum Global Solutions Ltd. (UHG)
05.2022 - Current
ITIL® V4 Foundation
12-2021
Trained Professional Scrum Master (PSM I)
07-2020
Associate Consultant (SIAM)
HCL Technologies Ltd.
12.2019 - 04.2022
SIAM Professional
07-2019
ITIL® SO & ST (Intermediate Level)
05-2019
Service Management Specialist
Bureau Veritas India Pvt. Ltd.
04.2016 - 12.2019
ITIL® V3 Foundation
07-2015
Change & Release Manager
HCL Technologies Ltd
09.2011 - 04.2016
Customer Support Executive
HCL BServe (BPO Services)
12.2009 - 03.2011
Master of Arts - Economics
Annamalai Univerisity (Distance Education)
07.2009 - 12.2011
Bachelor of Arts - Bachelor of Arts & Program
Motilal Nehru College (Evening)
04.2006 - 04.2009