Sourav Das
Kolkata,
Summary
Experienced at responding to shifting business needs and priorities in a systematic and effective way. Well-versed in the implementation of operational assessments and conducting functional requirements analysis for businesses of all sizes. Quantitative expert with exceptional speed in the analysis of reports and providing comprehensive syntheses.
Overview
6
6
years of professional experience
Work History
Change Manager
Tata Consultancy Services
05.2023 - Current
- Create/Modify change plans as per ITIL standards.
- Publish & distribute agenda to Change Board, prior to CAB meetings.
- Develop a change management plan to define the process to track change requests from planning and submission to final disposition.
- Prepare reports by collecting, analyzing & summarizing information & trends using ServiceNow & create/maintain change dashboards.
- Create & maintain change schedule calendar, coordinate events with enterprise business calendar.
- Create change schedules as per the RFCs, submit & coordinate Blackout/Freeze requests.
- Ensure communication with all business units.
- Create/Update & validate KB articles & documents.
Event Programmer
IOMedia (Ticketmaster)
05.2021 - 04.2023
- Prepare, create, check, and maintain simple to medium complexity events and offers ensuring all work is programmed accurately.
- Work within a team of people to ensure the Event Programming department works efficiently and maintains a high level of quality and consistency.
- Manage activities between Release Management and the following functions: Change Management, Problem/Incident Management, and QA/Testing.
- Jira user story, task, sub-task, project handling - logging hours.
Senior Associate
Amazon
07.2020 - 05.2021
- Engage with development teams not currently under Release Management to establish release management processes.
- Plan, coordinate, and manage multiple change activities & issues at a time, from inception to resolution.
- Coordinating with developers and testers to reduce defects and improve bug-solving during release and hypercare.
- Triage and prioritize incoming incidents and collaborate with crisis management leadership.
- Reviewing tickets & performing complete evaluations, to ensure SLA are achieved at all times.
Infrastructure Engineer
Sopra Steria
06.2019 - 06.2020
- Project management- communicating with cross-functional teams.
- Include reporting on service management, Incident management, Change Management, and weekly initiatives as part of the service plan.
- Collaborate with support teams for Business approvals.
- Keep records of ongoing change as per agreed communication guidelines and defined policies.
- Perform change record quality evaluation as per the change metric system.
IT Analyst
HCLTech
06.2018 - 06.2019
- Execute the ITIL-based Incident and Change Management processes ensuring that there is no disruption or degradation of service during the lifecycle of the change.
- Escalate impediments, help manage risk, and drive relentlessly towards improvement.
- Assembling the escalation team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise as per requirement.
- Creating changes, tasks/requests in ITSM tool (ServiceNow).
- Collaborate with release management team for tracking & completion of activities.
- Work with development & operations teams to ensure alert thresholds are fit for purpose & do not generate false positives or spam alerts/events.
- Collaborate with Engineers, Operations and other teams to ensure application, network, and system monitoring best practices.
Education
Executive Programme, Operations Management -
Indian Institute of Management, Calcutta
10-2023
B.Tech, Computer Science -
Maharishi Markandeshwar (Deemed To Be University) Official
03-2018
Skills
- ServiceNow (Admin, Reporting & Analysis, Dashboard creation)
- Salesforce Lightning
- Active Directory
- HP Openview
- MS Office
Accomplishments
- Awarded Certificate of Achievement in recognition of performance,
productivity & dedicated service at Ticketmaster, twice. - Achieved the "Best Mentor Badge" under monthly survey, Amazon.
- Achieved the "Exceptional Employee" under i- Reflection, HCL
Technologies.
Timeline
Change Manager
Tata Consultancy Services
05.2023 - Current
Event Programmer
IOMedia (Ticketmaster)
05.2021 - 04.2023
Senior Associate
Amazon
07.2020 - 05.2021
Infrastructure Engineer
Sopra Steria
06.2019 - 06.2020
IT Analyst
HCLTech
06.2018 - 06.2019
Executive Programme, Operations Management -
Indian Institute of Management, Calcutta
B.Tech, Computer Science -
Maharishi Markandeshwar (Deemed To Be University) Official
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