Open To Work
TANMOY ROY
Greater Noida West
Summary
Strategic IT Service Management professional with 10+ years of experience driving ITIL-based service operations, governance, and transformation across global enterprises. Expert in Incident, Major Incident, Change, and Problem Management, with a strong track record in improving service stability, reducing risks, and enhancing operational efficiency. Proven ability to lead cross-functional teams, manage multi-vendor SIAM environments, and deliver measurable improvements in SLA/KPI performance, MTTR reduction, and customer satisfaction. Skilled in stakeholder management, executive reporting, CAB governance, and continual service improvement (CSI).
Overview
1
1
Certification
21
21
years of professional experience
Work History
ITSM Team Lead
Echo Managed Services Pvt Ltd
05.2023 - Current
- Lead ITSM operations managing end-to-end processes (Incident, Major Incident, Change, Problem).
- Drive ITIL & SIAM-aligned governance and process standardization.
- Act as escalation point for business-critical incidents ensuring SLA adherence.
- Conduct trend analysis and implement preventive actions.
- Lead CSI initiatives to improve service quality.
- Reduced MTTR from 278 days to 23 days.
- Decreased failed changes from 8% to 3%.
- Improved SLA compliance from 83% to 92%.
- Enhanced Major Incident communication framework.
Service Management Analyst
Kyndryl Pvt Ltd
09.2022 - 04.2023
- Managed Major Incident lifecycle and stakeholder updates.
- Governed Change and Problem Management.
- Ensured ITIL compliance.
- Improved service stability through RCA.
Senior Specialist / Change Manager
HCL Technologies Ltd
08.2014 - 08.2022
- Led enterprise Change Management governance.
- Chaired CAB meetings.
- Delivered executive dashboards.
- Reduced repeat failures.
Sr Technical Support Executive
Wipro BPO Services Pvt Ltd
01.2010 - 12.2014
Quality Auditor
Spice BPO Services
01.2005 - 12.2008
Education
Bachelor of Arts - Tourism Studies
IGNOU
01-2010
Skills
- ITIL v3 Certified
- SIAM Certified
- ITSM Process Leadership
- Service Delivery & Operations Management
- Major Incident & Crisis Management
- Change Management
- CAB Governance
- Problem Management
- Root Cause Analysis
- SIAM
- Multi-Vendor Coordination
- SLA Governance
- KPI Governance
- OLA Governance
- Continual Service Improvement
- Risk Management
- Service Assurance
- Stakeholder Communication
- Executive Communication
- Escalation Management
- War Room Management
- Service Reporting
- Trend Analytics
- CMDB Governance
- Asset Governance
Certification
- ITIL v3 Certified
- SIAM Certified
Accomplishments
- Awarded Best Team Leader (4 consecutive quarters)
- Improved SLA, MTTR, and change success rate
- Recognized for leadership during critical incidents
Hobbies and Interests
- Music
- Travelling
- Adventure Sports
- Football
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteHybridRemoteSalary Range
₹99000/yr - ₹200000/yrLanguages
- Hindi
- Bengali
- English
Timeline
ITSM Team Lead
Echo Managed Services Pvt Ltd
05.2023 - Current
Service Management Analyst
Kyndryl Pvt Ltd
09.2022 - 04.2023
Senior Specialist / Change Manager
HCL Technologies Ltd
08.2014 - 08.2022
Sr Technical Support Executive
Wipro BPO Services Pvt Ltd
01.2010 - 12.2014
Quality Auditor
Spice BPO Services
01.2005 - 12.2008
Bachelor of Arts - Tourism Studies
IGNOU