Summary
Overview
Work History
Education
Skills
Timeline
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Sumartya Sengupta

Kolkata

Summary

Dynamic Associate Consultant at Infosys Ltd. with expertise in ServiceNow ITSM implementation and Agile project management. Proven track record in enhancing service delivery through workflow automation and data integrity. Skilled in business analysis and incident management, driving operational efficiency and cross-team collaboration. Committed to continual service improvement and user experience enhancement.

Overview

4
4
years of professional experience

Work History

Associate Consultant

Infosys Ltd.
05.2025 - Current
  • Led end-to-end implementation and optimization of ServiceNow ITSM modules (Incident, Problem, Change, and Request), aligning with ITIL best practices to enhance service delivery and operational efficiency.
  • Gathered and analyzed business requirements, translated them into functional specifications, and coordinated with cross-functional teams to deliver scalable ServiceNow solutions.
  • Designed and configured Service Catalog Items, Record Producers, and automated fulfillment workflows using Flow Designer, improving user experience and request resolution time.
  • Managed Agile project deliverables within ServiceNow SDLC, including sprint planning, UAT, defect triage, and stakeholder reporting using Performance Analytics and custom dashboards.
  • Facilitated CMDB alignment and ensured data integrity for ITSM processes, while supporting integrations via REST APIs and MID Servers for third-party systems.
  • Produced business process documentation, conducted functional testing, and drove continual service improvement through SLA analysis, CSAT feedback, and KPI reporting.

System Engineer

Tata Consultancy Services
03.2021 - 06.2023
  • Analyzed operational and application data to generate actionable insights for senior leadership, enabling data-driven decision-making and performance improvements.
  • Gained hands-on experience in Azure Development, working with Azure Storage, Azure SQL, and managing scalable cloud environments to support application and data workflows.
  • Monitored and managed Azure Data Factory pipelines and streaming jobs on a daily basis, ensuring high availability and timely resolution of failures or bottlenecks.
  • Troubleshot and analyzed job failures by reviewing EIL job logs using Unix commands in PuTTY, enhancing response time and operational resilience.
  • Applied working knowledge of Keycloak and Kubernetes to resolve authentication and container orchestration issues, contributing to improved system stability and security.
  • Supported incident response and root cause analysis using Incident Management tools and JIRA, improving resolution times and cross-team collaboration.

Education

Post Graduate Diploma - General Management

Management Development Institute
Murshidabad, India
03-2025

Bachelor of Technology - Computer Science And Engineering

University Of Calcutta
Kolkata, India
06-2020

Skills

  • ServiceNow ITSM Implementation
  • Business & Functional Analysis
  • Workflow Automation & Service Catalog Design
  • Agile Project Management
  • Configuration Management & System Integration
  • Data Pipeline Monitoring & Troubleshooting
  • Unix & Log Analysis
  • Incident & Problem Management

Timeline

Associate Consultant

Infosys Ltd.
05.2025 - Current

System Engineer

Tata Consultancy Services
03.2021 - 06.2023

Post Graduate Diploma - General Management

Management Development Institute

Bachelor of Technology - Computer Science And Engineering

University Of Calcutta

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Sumartya Sengupta