Subhajit Sinha Chaudhuri
Summary
Results-driven ITIL v4 Certified Service Management professional with over 8 years of experience in Major Incident, Change, Problem and Configuration Management within global enterprises. Led multi-vendor teams to drive service restoration, facilitated CAB meetings, and improved service stability through continuous service improvement initiatives. Expertise in SIAM governance, stakeholder management, and operational risk management.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Service Management Specialist
Accenture Solutions Pvt. Ltd
Kolkata
07.2021 - 08.2026
- Led end-to-end Major Incident Management for P1/P2 incidents.
- Managed high-priority production incidents with minimal business impact.
- Coordinated bridge calls with application, infrastructure, network, cloud, database and vendor teams to resolve incidents effectively.
- Published executive communications throughout incident lifecycle.
- Managed business impact assessments and restoration activities.
- Ensured compliance with Incident SLA, MTTR and communication timelines.
- Led Problem Management lifecycle including RCA validation, Known Errors and preventive actions.
- Conducted trend analysis to identify recurring incidents.
Chaired CAB and Emergency CAB meetings. - Produced weekly, monthly and quarterly KPI reports to track performance against service targets.
- Governed Change Management compliance.
Validated change documentation prior to implementation. - Facilitated daily operational governance meetings.
- Reviewed implementation plans, rollback procedures and risk assessments.
- Governed Change Management compliance.Validated change documentation prior to implementation.
- Reviewed failed changes and ensured PIR completion.
- Managed Configuration Management governance and CMDB accuracy.
- Conducted supplier governance and service review meetings to ensure alignment with service delivery expectations.
- Managed operational risks and escalations.
- Presented service health reports to senior leadership.
- Mentored junior Service Management analysts.
- Improved stakeholder communication through standardized governance.
- Reduced recurring incidents through proactive Problem Management initiatives.
- Improved Change governance and implementation success.
Major Incident & Problem Manager
Infosys Limited
Pune
12.2019 - 07.2021
- Coordinated major incidents to drive timely resolution and reduce business impact.
- Provided timely communication and executive updates during critical incidents.
- Monitored and reported key service metrics for SLA, OLA, IRT, and MTTR to ensure alignment with service delivery standards.
- Conducted incident reviews, trend analysis, and risk assessments to identify opportunities for continual service improvement.
- Managed incident and change processes to follow ITIL standards and SLA targets.
- Facilitated CAB meetings to review change requests for risk and readiness.
- Governed the end-to-end change lifecycle, including approval, implementation, and reviews.
- Validated change records in the ITSM tool for documentation, justification, compliance.
- Collaborated with technical teams and stakeholders to enhance service stability and increase change success rates.
Incident Manager
Wipro Limited
Kolkata
09.2017 - 06.2019
- Coordinated incident resolution with L2/L3 teams, achieving timely service restoration and compliance with SLAs.
- Prioritized and managed alerts based on severity, enabling rapid response to critical issues.
- Managed incident backlogs to enhance response times and ensure alignment with operational targets.
- Proactively identified and escalated risks to minimize business impact and service disruptions.
- Monitored PROD, DEV, and PA environments using enterprise monitoring tools to uphold system stability and performance.
- Performed daily application health checks to ensure service availability and reliability.
Education
Bachelor in Electrical Engineering -
Narula Institute of Technology
Kolkata, India06-2017
Diploma in Electrical Engineering -
JLD College of Engineering & Management
Kolkata, India06-2014
Skills
- Major incident management
- Problem management
- Change enablement
- CAB governance
- Root cause analysis
- Post-incident reviews
- Continuous service improvement
- ServiceNow expertise
- SIAM governance
- CMDB and configuration management
- SLA and KPI reporting
- Executive stakeholder management
- Vendor and supplier governance
- Risk and compliance management
- Service reporting and dashboards
- ITIL v4 framework
Tools
- ServiceNow, BMC Remedy, Dynatrace, Nagios, Splunk, Jira, Advanced Excel, Microsoft Teams, Outlook
Certification
- ITIL V4
Timeline
Service Management Specialist
Accenture Solutions Pvt. Ltd
07.2021 - 08.2026
Major Incident & Problem Manager
Infosys Limited
12.2019 - 07.2021
Incident Manager
Wipro Limited
09.2017 - 06.2019
Bachelor in Electrical Engineering -
Narula Institute of Technology
Diploma in Electrical Engineering -
JLD College of Engineering & Management