Sumit Mukherjee
Kolkata
Summary
Dynamic Operations Analyst with expertise in ServiceNow and ITIL practices at Accenture, driving service delivery improvements and optimizing IT operations. Proven track record in incident and change management, enhancing user satisfaction while maintaining SLA adherence. Skilled in performance analytics and project governance, fostering effective communication between technical teams and stakeholders.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Analyst
Accenture
05.2018 - Current
- Company Overview: Client - Europ Assistance, Shared Services
- Expertise in ServiceNow and ITIL practices (Incident, Change, Configuration, Problem Management) to optimize service delivery and manage IT operations.
- Defined the processes and ways of working, have worked on continuous improvement and process and product improvement.
- Acted as the primary point of contact for infrastructure services, facilitating communication between technical teams and internal stakeholders to resolve IT issues effectively.
- Utilized ServiceNow to oversee service delivery, track incidents, and report on key performance metrics.
- Coordinated small operational projects and miscellaneous IT requests.
- Streamlined processes through performance analytics in ServiceNow, driving improvements in efficiency and effectiveness.
- Implemented ITIL program to improve work practices and processes, including the design and implementation of Incident, Problem & Change Management processes, as well as Business Continuity and Disaster Recovery plans.
- Client - Europ Assistance, Shared Services
App/Cloud Support Associate
Alchemy Techsol
04.2016 - 04.2018
- Company Overview: Client - NHS, Sadara
- Coordinated with Client and Internal Teams to resolve cross-functional issues.
- Act as a point of contact for access and configuration issues.
- Maintaining SLA adherence and user satisfaction.
- Identified and remediated compromised user accounts by following protocols minimizing risk to Platform.
- Assisted end user with MFA Setup and technical issues around MFA.
- Client - NHS, Sadara
Education
Bachelor of Science - Science
University of Kalyani
West Bengal04-2013
Skills
- ServiceNow administration
- Microsoft Azure fundamentals
- ITSM frameworks
- SLA and KPI monitoring
- Cloud technologies
- Incident and change management
- Dashboard creation on ServiceNow
- User and group administration
- Configuration management
- Project governance and billing
- Service improvement initiatives
- ITIL concepts
Certification
- Azure AZ-900, 05/01/22 - Present
- ServiceNow Certified System Administrator, 05/01/25 - Present
Hobbies and Interests
- Chess
- Strategy games
- Reading case studies
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Bengali, Full Professional Proficiency
Personal Information
Title: IT Operations Analyst
Date of Birth
- 29th September, 1992
Timeline
Operations Analyst
Accenture
05.2018 - Current
App/Cloud Support Associate
Alchemy Techsol
04.2016 - 04.2018
Bachelor of Science - Science
University of Kalyani
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