MAYUKH CHAKRABORTY

I am an ITIL certified with PMP/Prince 2, AWS, DevOps trained and a BCA Graduate with 11 + years of rich experience in managing ITSM practises, IT Service Desk, Application Support, IT infrastructure, Operations & Service Delivery functions of large scale projects end to end while working with reputed organizations. 

Skilled at managing IT Service Desk (ITSM) , IT  infrastructure to support business needs, analyzing critical support requirements, implementing work from home solutions and support; improving operational efficiency, developing strong teams, and partnering effectively with business units and vendors to understand needs and deliver solutions.

Presently located at Hyderabad and associated with Knoah Solutions a 24-7Intouch Company as IT Assistant Manager (Global Service Delivery) for IT and Infrastructure Management.

Also I am open for relocation and travelling.

• Implementation of BCP / Disaster Management during COVID19.
• Manage and address Vendor / Supplier and PG escalations.
• Handling end to end transition and service operation (RFP, RFI, RFQ, Due Diligence, Sow Finalization, Project Kick off).
• Possess a strong analytical skill, along with validated problem-solving ability.
• Handson experience in developing / fine tune Service Catalogue in respect of SLA and other dependent KPIs.
• Proficiency in delivering IT Infrastructure Solutions/Services for various big projects. Develop integrated project plans, cost estimates for projects, Project Coordination, planning, implementation schedule, budgeting, Reporting Management, change management, Vendor Management, IT Asset Management, Implementation Management & resource managing for service improvements are some of the key roles.
• Experienced in MIS Reporting, Dashboard, Remedy, Servicenow (SNOW), JIRA, OTRS, MS Project, Word, Excel, PowerPoint, Visio making Service Improvement Plans (SIP), SLA management & maintaining KPI & PI.
• Represent the project at meetings and in group discussion as requested.
• Designing and maintaining Knowledge Management System / SOP (Standard Operating Procedure) 
• Ensure internal & external stakeholder management through effective communication.
• Provide weekly / regular project updates to the Program Management Office.
• Maintain and organize project documentation throughout the Project life -cycle
• An Effective leader with proven skills in leading team members and enable knowledge sharing amongst them. Promoted to senior positions on account of excellence performance.
• Quick learner and adapt quickly to any new situation/changes and working pro-actively towards meeting deadlines is my forte
• Also worked as shift lead in past. Being a senior member of the team assisted my RM in establishing and maintaining Service Level Commitments that will ensure an appropriate response to all calls logged with the service desk.
• Manage the service desk resources, ensuring the availability of sufficient and appropriately trained staff to affect timely and correct responses to the problems logged by users. (Handling staff timing, forecasting and right fitment)
• Takes care of the hiring thereby handling the need analysis.
• Handling day to day compliance audits.

• Bachelor of Computer Applications.
• ITIL
• PMP