Subhajyoti Das
Bengaluru
Summary
Result-driven IT Service Delivery and Infrastructure Management professional with 6 years of experience specializing in Problem, Incident, and Change Management. Proficient in implementing ITIL frameworks, optimizing service operations, and ensuring business continuity for global clients. Demonstrated expertise in reducing incident rates (15.5% reduction), enhancing SLA compliance, and driving continuous improvements. Skilled in ServiceNow, Tableau, and PowerBI. Adept at leading cross-functional teams, risk mitigation, and delivering scalable IT solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Engineer - Cloud & Infra Services
LTIMindtree
Bengaluru
09.2023 - Current
- Spearheaded Problem & Major Incident Management for Client account, ensuring timely resolution and proactive incident prevention
- Designed and implemented the ServiceNow Problem Management Module from scratch, launched on April 1, 2024
- Reduced overall incident count by 15.5% in Q4 2024 through an innovative Incident Reduction Framework
- Established and managed a Known Error Database, improving incident response efficiency
- Led post-incident reviews, identifying patterns to prevent recurring incidents
Senior Associate - Service Coordination
Kyndryl
01.2022 - 09.2023
- Managed global ITSM processes, ensuring high availability and business continuity
- Successfully eliminated 650+ incidents in 2022-23 by implementing a Zero Incident Framework
- Achieved 25% reduction in MTTR by adopting SRE best practices and prioritizing SLA, SLI, SLO metrics
- Coordinated Problem Management teams, ensuring timely root cause identification and permanent fixes
IT Support Executive
Infogem Web Solutions Pvt. Ltd.
07.2019 - 12.2021
- Led a 6-member Northeast Support Team, managing 165+ clients and ensuring SLA compliance
- Handled high-priority incidents, implemented workarounds, and ensured seamless client communication
- Developed post-incident reports and contributed to knowledge-based articles for faster resolution
Regional Coordinator
Entab Infotech
03.2019 - 07.2019
- Provided Level 1 investigation & issue resolution for CampusCare product
- Analyzed business requirements and assisted in SQL-based reporting and data extraction
- Implemented proactive monitoring strategies, minimizing service disruptions
Education
B.Tech/B.E. - Electronics & Communication Engineering
SRM Institute of Science & Technology
Chennai05-2018
Skills
- IT Service Management (ITSM)- Incident, Problem & Change Management
- ITIL Framework
- Service Desk & SLA Management
- Tools - Service Now, Power BI
- Cross-functional collaboration
- Process Documentation, Training
- Leadership & Stakeholder Management
Certification
ITIL 4 Foundation, Valid till Jan 2028
Accomplishments
- Received "Problem Solver" badge from Problem Global Capability Lead of LTIMindtree post surpassing 12% Incident Reduction Target.
Timeline
Senior Engineer - Cloud & Infra Services
LTIMindtree
09.2023 - Current
Senior Associate - Service Coordination
Kyndryl
01.2022 - 09.2023
IT Support Executive
Infogem Web Solutions Pvt. Ltd.
07.2019 - 12.2021
Regional Coordinator
Entab Infotech
03.2019 - 07.2019
B.Tech/B.E. - Electronics & Communication Engineering
SRM Institute of Science & Technology
Similar Profiles
MANOJ MMANOJ M
Senior Software Engineer (Managing Position) at LTIMindtreeSenior Software Engineer (Managing Position) at LTIMindtree
Monali MaliMonali Mali
Senior Engineer Cloud and Infra Services at LTIMindtreeSenior Engineer Cloud and Infra Services at LTIMindtree
Suraj Prasad DashSuraj Prasad Dash
Senior Specialist - Quality Engineering at LTIMindtreeSenior Specialist - Quality Engineering at LTIMindtree
MAYURESH ACHALKARMAYURESH ACHALKAR
Senior Software Consultant & Developer at LTIMindtreeSenior Software Consultant & Developer at LTIMindtree
Hemendu JoshiHemendu Joshi
Lead Technology Manager – Creative Technology & Innovation Management at UnileverLead Technology Manager – Creative Technology & Innovation Management at Unilever