Sovan Roy
Bangalore
Summary
A value driven and seasoned professional with 9+ years of experience in IT Service Management. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Consultant
HCL Tech
03.2024 - Current
- As an ITSM Lead handling multiple projects from transition phase and driving towards steady state.
- IT Process Owner accountable for process efficiency, effectiveness, governance and adherence.
- Responsible for implementing ITIL best practices.
- Ensure adherence to regulatory compliance by performing internal ticket audits.
- Monitor and analyze IT service performance metrics to drive Continuous Service Improvement for proper alignment with Business needs and requirements.
- From KPI monitoring and reporting to creating presentations that help translate data into useful visuals.
- Lead cross-functional teams to enhance IT service delivery and customer satisfaction.
- Act as a single point of contact for all process related queries and enhancements.
Consultant
Infosys
09.2015 - 02.2024
- Handling High Priority incidents from reporting to resolution within agreed Customer Service Level Agreement by involving relevant Technical Teams.
- Chairing the Bridge calls and keeping relevant parties updated on the status of the incidents.
- Create dashboard to help teams determine how to prioritize issues based on their urgency and impact on users.
- Conducting post-incident reviews to identify areas for improvement.
- Chase for RFO/RCA and publish detailed report to management and relevant stakeholders and Implementing preventive measures to reduce the occurrence of future incidents.
- Perform high level problem evaluation & identification. Document all events in format that is shared in daily operation hand-offs and briefings.
- Facilitate the Change Advisory Board Meetings to assess the risk and impact of change requests for roll back, testing and validation.
- Effective Stakeholder management across sites worldwide.
- Schedule and co-ordinate regular training / assessments for the team to mitigate the knowledge gap.
- Act as a partner service integrator between the client and vendor teams for support and escalations.
- Manage the end-to-end delivery of IT services by seamlessly integrating multiple suppliers of services and to provide a single business-facing IT organization.
Education
MBA - Marketing
ISBR Business School
Bengaluru, India03-2021
Bachelor of Technology - Instrumentation And Control
SRM University
Chennai, India05-2015
Skills
- ITIL Framework
- Service-Level Agreement Management
- Major Incident Management
- Change Management
- Problem Management
- Continuous Service Improvement
- Forecasting and Reporting
- Customer Relationship Management
- Process Improvement
- Service Integration and Management
- Vendor Management
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Bengali
Advanced (C1)
Timeline
Consultant
HCL Tech
03.2024 - Current
Consultant
Infosys
09.2015 - 02.2024
MBA - Marketing
ISBR Business School
Bachelor of Technology - Instrumentation And Control
SRM University
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