Subha Ganguly
ITSM & SIAM Consultant
Kolkata
Summary
Seasoned ITSM & SIAM Lead with over a decade of experience in IT Service Management, Process Optimization, and Multi-Vendor Governance. Proven expertise in ITIL-based process design, incident & problem management, change management, and service level monitoring. Adept at driving continuous service improvement (CSI), automation, and ITSM tool configurations to enhance operational efficiency. Strong leadership skills with a track record of stakeholder management, vendor coordination, and cross-functional team collaboration. Certified in ITIL 4, PRINCE2, Agile Coaching, and Six Sigma, ensuring a structured and innovative approach to IT service delivery. Recognized for exceptional analytical skills, process-driven mindset, and commitment to service excellence.
Overview
20
20
years of professional experience
2000
2000
years of post-secondary education
5
5
Certifications
Work History
ITSM & SIAM LEAD
TATA Consultancy Services
09.2013 - Current
- Lead the design and development of ITIL/ITSM best practices, processes and tools for MST
- Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the 'in scope' ITSM processes
- Build and establish solid working relationships by providing timely, accurate and high quality information to peers, subordinates, upper management and/or customers
- Builds and maintains a strong working knowledge of the business areas and builds strategic relationships
- Work with the Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices
- Increase speed and improve quality for IT Service Management support efforts through processes development and execution
- Analyze and design service management processes, research and present best practices, and drive for continuous improvements
- Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
- Configure and customize the service management system, including workflow creation and documentation
- Manage multiple concurrent tasks and workstream
- Develop key leadership competencies such as motivating others, customer focus and stakeholders management
- Use standard ITIL Methodology to analyze and streamline existing business processes and assist in creation of new business processes
- Create, analyze, and report on metrics to measure the usage, adoption, success, and development of the function
Team Leader
Wipro Ltd
08.2010 - 09.2013
- Supporting a team of twenty five members with technical resolution
- Taking escalations on all customer issues
- Expedite solution through channelized tools & resources
- Direct call centre operations as a liaison between Clients, Senior Management and Call centre employees
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and Corrective Action Plans
- Perform Quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives
- Conduct group training sessions on new products and services
- Monitor interaction between staff and customers to ensure quality assurance standards
Technical Facilitator
Wipro Ltd
12.2008 - 08.2010
- Leading a Team of 45 members to perform and excel on their performance
- Motivate and enhance the skill of the members to grow in the company
- Administer performance management by diagnosing improvement opportunities
- Maintaining Quality and review performance reports to identify the improvement areas
- Coaching and Feedback sessions with the members
- Introduced Quality and Productivity Management & measurement tools
- Responsible for auditing and checking compliance in the process
- Responsible for doing Cross LOB troubleshooting - a part of Zero Transfer Strategy to provide ultimate customer delight and satisfaction
Associate – Technical Support
Wipro Ltd
12.2006 - 03.2008
- Provided quality customer service with a high volume central processing and distribution centre
- Responded to customer calls and queries regarding technical / non-technical problems
- Expedited and facilitated the escalation of customer service issues
Associate – Technical Support
HCL
12.2005 - 12.2006
- Provided quality customer service with a high volume central processing and distribution centre
- Responded to customer calls and queries regarding technical / non-technical problems
- Expedited and facilitated the escalation of customer service issues
Customer Care Executive-Non Technical
Customer First Service
01.2005 - 12.2005
- Responding to the Inbound Calls with various issues while using Tata Indicom phones
- Expedited and facilitated the escalation of customer service issues
- Awarded with Best Customer Care Executive for meeting the CPMs with excellence
Education
Aircraft Maintenance Engineering (AME) -
DGCA
Skills
- IT Service Delivery Management
- Proficient in ITIL 4 Practices
- Service Integration And Management
- Multi-Vendor Coordination
- Crisis Management Coordination
- Major Incident Coordination
- Problem Identification
- Change Management
- Release Management
- Service Request Management
- Availability Management
- Event Management
- Service Level Management
- Data analysis
Certification
ITIL4 Certified (Foundation)
Timeline
ITSM & SIAM LEAD
TATA Consultancy Services
09.2013 - Current
Team Leader
Wipro Ltd
08.2010 - 09.2013
Technical Facilitator
Wipro Ltd
12.2008 - 08.2010
Associate – Technical Support
Wipro Ltd
12.2006 - 03.2008
Associate – Technical Support
HCL
12.2005 - 12.2006
Customer Care Executive-Non Technical
Customer First Service
01.2005 - 12.2005
Aircraft Maintenance Engineering (AME) -
DGCA
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