Syed Sabnam Yasmin
Kolkata
Summary
ITSM & Enterprise Technology Consultant with 6+ years of experience in IT Service Management, Control-M Workload Automation, ServiceNow Administration, Mainframe Support, and Enterprise Operations. Experienced in managing Incident, Problem, Change, and Request Fulfillment processes aligned with ITIL best practices. Proven expertise in Control-M batch scheduling, workload automation, SLA governance, production support, root cause analysis, stakeholder management, and service delivery optimization. Skilled in driving operational excellence, process standardization, automation initiatives, and continuous service improvement across enterprise environments. Adept at collaborating with cross-functional teams to enhance service reliability, reduce operational risks, and support business-critical applications.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ITSM & Enterprise Technology Consultant
KOENIG SOLUTIONS
03.2026 - Current
- Deliver enterprise technology consulting services focused on IT Service Management (ITSM), ServiceNow Administration, workload automation, and operational excellence initiatives.
- Design and recommend technology solutions aligned with business requirements, ITIL best practices, governance standards, and digital transformation objectives.
- Provide expertise in ServiceNow Administration, supporting Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog Management, and SLA governance processes.
- Conduct technical assessments and identify opportunities for service optimization, process automation, workflow improvements, and operational efficiency enhancements.
- Support organizations in implementing and optimizing ITSM processes to improve service reliability, customer satisfaction, and business outcomes.
- Develop and maintain technical documentation, implementation guides, standard operating procedures (SOPs), Knowledge Base articles, and knowledge management assets to support operational excellence.
- Monitor and analyze SLA performance metrics, recommending corrective actions and service improvement initiatives to ensure compliance with agreed service levels.
- Collaborate with stakeholders, service owners, and technical teams to enhance service delivery, operational efficiency, technology adoption, and governance practices.
- Support digital transformation initiatives through automation, process standardization, ITSM framework implementation, and continuous service improvement strategies.
- Facilitate technical workshops, solution discussions, ITSM awareness sessions, and operational improvement initiatives across enterprise environments.
- Advise organizations on leveraging ServiceNow capabilities, service workflows, knowledge management practices, and automation opportunities to streamline support operations and improve end-user experience.
- Promote ITIL-aligned best practices across Incident, Problem, Change, and Request Management processes to strengthen service governance and operational maturity.
Technical Lead – Control-M Administration
COGNIZANT TECHNOLOGY SOLUTIONS
09.2021 - 03.2026
- Led production support and enterprise workload automation for business-critical applications, managing 5,000+ batch jobs across multiple environments while maintaining 99.9% scheduling accuracy and SLA compliance.
- Administered BMC Control-M scheduling infrastructure, overseeing batch scheduling, workflow orchestration, job dependency management, and production monitoring activities.
- Monitored and supported high-volume batch processing environments, ensuring timely execution of scheduled workloads and adherence to operational service levels.
- Coordinated Incident, Problem, and Change Management processes in accordance with ITIL best practices to ensure service continuity and operational stability.
- Conducted Root Cause Analysis (RCA) for recurring production incidents and implemented preventive measures to reduce operational risks and improve system reliability.
- Participated in Change Advisory Board (CAB) reviews to assess implementation risks and support successful deployment of production changes.
- Collaborated with application support, infrastructure, database, and business teams to resolve critical production issues and minimize service disruptions.
- Developed and maintained operational procedures, scheduling standards, runbooks, and knowledge management documentation to support consistent service delivery.
- Provided technical leadership and mentoring to team members on workload automation, batch scheduling, incident resolution, and production support activities.
- Identified automation opportunities and contributed to continuous service improvement initiatives through process standardization, operational governance, and workflow optimization.
- Successfully maintained production workload stability across enterprise scheduling environments.
- Improved 80% incident resolution efficiency through proactive monitoring and RCA practices.
- Reduced operational risks by 50% implementing scheduling governance and change control procedures.
- Enhanced knowledge-sharing practices through documentation and team mentoring initiatives.
Customer Operations & Service Excellence
AMAZON INDIA DEVELOPMENT CENTER
02.2020 - 09.2021
- Delivered customer support services while maintaining high-quality service standards and operational KPIs.
- Investigated customer concerns, identified root causes, and provided effective resolutions within defined service levels.
- Managed customer escalations and collaborated with internal teams to expedite issue resolution.
- Analyzed recurring trends and recommended process improvements to enhance customer experience.
- Supported continuous improvement initiatives focused on operational efficiency and service quality.
- Assisted in onboarding and mentoring new associates by sharing process knowledge and best practices.
- Maintained accurate documentation and case management records to support operational excellence.
- Demonstrated strong stakeholder communication, customer engagement, and service delivery capabilities.
Education
Computer Applicatiom
JIS College of Engineering
Kalyani, WB01-2019
Skills
- IT Service Management (ITSM)
- ServiceNow Administration
- Incident Management
- Problem Management
- Change Management
- Request fulfilment
- Service Catalog Management
- Knowledge Management
- SLA Management
- ITIL Framework
- Continuous Service Improvement (CSI)
- Workload Automation & Scheduling
- BMC Control-M
- Control-M Enterprise Manager
- Batch Scheduling
- Job Monitoring
- Job Dependency Management
- Workload Automation
- Workflow Orchestration
- Batch Processing Operations
- Production Support
- Mainframe Technologies
- IBM Mainframe z/OS
- JCL
- TSO
- Batch Processing
- Application Support
- Enterprise Operations & Support
- Enterprise Application Support
- Technical Troubleshooting
- Root Cause Analysis (RCA)
- Change Advisory Board (CAB)
- Service Delivery
- Operational Excellence
- Process Optimization
- Stakeholder Management
- Productivity and Collaboration Tools
- Microsoft 365
- Virtual Desktop Infrastructure (VDI)
- ManageEngine
- Technical Documentation
Certification
- ITIL Foundation, Pursuing
- ServiceNow Certified System Administrator, Completed
- Control-M Fundamentals, Completed
- Microsoft Azure Fundamentals (AZ-900), Completed
Custom
Cryptography-Based Encryption & Decryption System, Designed and developed a secure encryption and decryption application utilizing cryptographic algorithms to protect sensitive information., Implemented encryption workflows incorporating confidentiality, integrity, authentication, and access control principles., Developed secure key management mechanisms for encryption and decryption processes., Performed security validation testing to verify encryption accuracy and data protection effectiveness., Applied cybersecurity concepts including secure communication, cryptographic protocols, information security, and data protection methodologies., Demonstrated practical understanding of symmetric encryption, authentication controls, secure data transmission, and cybersecurity best practices., Cryptography, Encryption, Decryption, Information Security, Authentication, Access Control, Secure Communication, Cybersecurity
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Interests
- Passionate about reading technology and business literature
- Learning new languages
- Exploring global cultures
- Staying informed on emerging technologies
- Enjoying music
Timeline
ITSM & Enterprise Technology Consultant
KOENIG SOLUTIONS
03.2026 - Current
Technical Lead – Control-M Administration
COGNIZANT TECHNOLOGY SOLUTIONS
09.2021 - 03.2026
Customer Operations & Service Excellence
AMAZON INDIA DEVELOPMENT CENTER
02.2020 - 09.2021
Computer Applicatiom
JIS College of Engineering