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Sayan Kundu

Sayan Kundu

ITIL Consultant with 9 years experience

Technology / Internet

Chennai, Chennai district

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About Sayan Kundu:

Experience in ITSM practice in managing various ITIL process roles including IT Service Management, Change Management, Incident Management, Major Incident Management, Problem Management, Service Request Management, Access Management, SACM/CMDB

Experience

               Company                   Designation                 Job Role
Ramboll India Private LimitedChange & Configuration ManagerChange & Configuration Manager
  1. This position is accountable for the efficient operation of the Service Delivery and Service Support (Service Management) processes like Change Management, Release Management
  2. Facilitated coordination and planning of request forms to support a stable production environment by controlling the implementation of changes.
  3. Control and improve the usage of SM processes based on the analysis, and look for opportunities to improve its effectiveness, efficiency and variance by influencing behaviour and driving the change
  4. Formulate improvement suggestions on operational procedures, training material, reporting, knowledge articles, work instructions and technology.
  5. Ensure processes are implemented and followed in compliance with approved process design within the SDUs, by among others executing compliance reviews from a quality and process management perspective
  6. Review the impact of needed and proposed changes of ITIL processes and tooling.
  7. Measure and analyze the performance of the process (KPI/ PPI) and report process performance issues appropriately
  8. Hosting the CAB /eCAB meetings and sharing communications / updates to the stakeholders / intended audiences for scheduled changes / planned outages. 
  9. Creating and sharing the dashboards in SNOW with respective teams to overview the “Open” and “Pending” change requests in their queues
  10. Responsible for identification and execution of service improvements and the day-to-day support, compliance, maintenance, lifecycle management and improve end-user experience, reduce risk and/or lower the cost of ownership of the overall business process/service on an ongoing basis.
  11. Reviewing failed and cancelled changes to identify the cause for the failure or cancellation to ensure that no outstanding issues exist that require additional attention and ensuring that those issues are resolved/addressed by the appropriate individuals or raise a problem
  12. Coordinate and handle compliance to CI identification/registration procedures.
  13. Perform Verification & Audit activities to ensure that changes to the CMDB data are recorded and authorized, maintaining a high-level of completeness, correctness and compliance.
  14. Monitor and administer management reports and critical metrics, providing variance explanations and initiating corrective action.
  15. Perform key data quality improvement activities, including CI de-duplication and compliance validation.
  16. Undertake a Continual Service Improvement (CSI) Process activities as required.
  17. Collaborate with other Service Management Processes (e.g. Change Management) to ensure that SACM Policies and Process are adhered to and followed correctly.
              Company                 Designation                Job Role
MOMENTIVE Performance Materials (India) Pvt. LTDSenior Analyst - Global IT ProcessITIL Process Implementation and Change Management Process Owner
  1. The role was a combination of service management, operations management and process management. 
  2. I worked closely with the IT team to develop process solutions to ensure operational effectiveness and compliance, promote excellent customer service and minimize process bureaucracy. 
  3. The position allowed me to collaborate across the IT organization to identify and mitigate gaps in current processes using industry best practices including IT Service Management processes (ITIL) and determine potential timing and sequencing of deliverables.
  4. In addition to providing continuous improvement, the position allowed me to ensure compliance and quality of deliverable, process improvement, customer satisfaction and transparency
  5. Developed process maps, procedures, templates, playbooks and other associated process documentation. 
  6. Evaluated existing cross-functional processes to ensure adherence to effective Policies and Standard Operating Procedures, as well as for opportunities to improve efficiency and eliminate redundancy.
  7. Contributing to the solutioning of IT and Business capabilities for IT Operational Compliance directives.
  8. Assisted in integration and centralization of services and processes into Service Now to enhance customer experience. Contributed with Service Now UAT testing for Process implementation for Change and Incident Management. Have created and shared the business case scenarios to development team.
  9. Have successfully implemented Change Management and Incident Management process in the current organization. Drive, manage, monitor and improve global IT Change Management process and compliance and hosted and facilitate weekly change management meetings to review changes and identify impact to users and/or organization.
  10. Maintained and improved the change process and Service Manuals while staying in compliance with the customers established processes and Service Level Agreements (SLAs).
  11. Tracking of all existing IT assets and configuration items within the organization – establishing ownership and authorization channels for changes.
  12. Retiring IT assets and CIs in a systematic fashion - ensuring proper disposal of assets / archival of CI data 
  13. Hardware and Server Cis
    • Updating and managing the data related to hardware and server elements – including Desktops, Laptops, Servers and VMs which were identified due to periodic scanning of the network.
    • Mapping the Configuration items to respective classes and updating the details against each CI – manually or through information collected during period scanning of the network (discovery).
  14. Software Cis
    • Updating and managing the data related to software assets and mapping the software assets to hardware CIs and owners
                            Company                 Designation        Job Role
CapGemini Technology Services India Limited                ConsultantChange Manager
  1. This position is accountable for the efficient operation of the Service Delivery and Service Support (Service Management) processes like Change Management
  2. Facilitated coordination and planning of request forms to support a stable production environment by controlling the implementation of changes.
  3. Hosting the CAB /eCAB meetings and sharing communications / updates to the stakeholders / intended audiences for scheduled changes / planned outages. 
  4. Creating and sharing the dashboards in SNOW with respective teams to overview the “Open” and “Pending” change requests in their queues
  5. Responsible for identification and execution of service improvements and the day-to-day support, compliance, maintenance, lifecycle management and improve end-user experience, reduce risk and/or lower the cost of ownership of the overall business process/service on an ongoing basis.
             CompanyDesignation           Job Role
TATA Consultancy ServicesIT AnalystITSM Process Manager
  1. Service Management
  • Responsible to gather requirements and write/document and maintain ITSM process documents library/repository including complimentary processes/SOPs in a client-consulting environments including: Incident, Problem, Change, Service Request, Configuration, Asset and Knowledge Management
  • Responsible to maintain detailed documentation and assist in further improvements of the best practice ITSM processes thereby achieving desired customer satisfaction and business value.
  • Experience of supporting Service Operation Team in driving process redesign, documenting and maintaining the library of process documents and help to implement them in ITSM platforms
  • Transitioning from vendor provided BMC Remedy Solution to client supported ServiceNow instance
  • Assist in driving and promoting Service Management best practices in process areas such as Incident, Change Management and Service Request Management within the Application Services team.
  • Experience in building and distributing dashboards and/or reports in both a static and dynamic fashion.
  1. Change Management
    • Ensuring Request for Change (RFCs) are raised to required standards with proper and all details mentioned. In addition, I also make sure that proper risk assessment has been done and a valid business justification for the change exists along with appropriate implementation, test and rollback and communication plans.
    • Arranging, managing, facilitating and documenting Change Advisory Board (CAB) meetings. Ensuring that proper follow-ups are done following Emergency CAB (E/CAB).
    • Ensuring full adherence to Change Management process and other compliancy requirements. 
    • Updating Requests for Change (RFC’s) to ensure accurate changes and validation, and Impact assessing changes as part of the CI Linking task.
    • Change Review (Normal Change, Standard Change, Emergency Change) and Change Approval (Emergency Change)

 

  1. SACM / CMDB and Asset Management
    • Configuration Management and CMDB maintenance - Verifying the configuration records against the infrastructure and to correct any exceptions. Maintain the integrity of the data in the CMDB and adhere to the end to end SACM processes and procedures.
    • Update incoming CIs as they are identified by RFCs and others that are not driven via Change process.
    • Make sure all Service fulfilment/catalogue orders have representation as CI’s and underlying assets in the CMDB
    • Drives process improvements with Lifecycle Asset Management best practices and automation
          Company         Description            Job Role
BT e-Serv India Pvt. LtdService Desk AssociateIT Service Management Analyst
  1. Oversees, facilitates, and administers ITIL based service support on a 24x7 basis
  • Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
  • Compiles, analyses and reports statistical data and trends relating to service level compliance and operational effectiveness
  • Suggest and share ITIL Best practices and help implement the same
  1. Coordinate and drive multiple IT Service Operation processes and initiative based on the ITIL Framework (Service Desk, Incident Management, Problem Management, IT Service Request Fulfilment)
  2. Primary responsibility for monthly IT Service management status reporting, ITIL process improvement prioritization process.
  3. Key ownership of IT Service Management tool, defining enhancements and implementing adjustments based on business and IT requirements.
  4. Drove company-wide process improvement, both for change management and for interrelated processes.
  5. Responsible for process improvements – ensured helpdesk has almost nil escalations and quick resolution for the end users
  6. Registers and/or ensures registration of new Assets Configuration Items CIs 
  7. Identifying discrepancies and driving same to closure to maintain accuracy of the CMDB
  8. Assisting in SACM Service Level Agreement reporting, both operational and ad-hoc reports as required and agreed.
  9. Was adjudged as “THE ASSOCIATE OF THE YEAR - HELPDESK” the PATHBREAKER Award for the year 2014 – 2015.
                   Company               Designation                Job Role
Cognizant Technology SolutionsProgrammer Analyst TraineeIT Service Management Associate
  1. The role is responsible for service management process implementation, service management metrics and reporting, and improvements to the IT Service Management platform.
  2. The primary responsibilities include positively impacting production services by managing and continuously improving service management processes and tools, and helping to drive the adoption, utilization and proficiency of use with end users. 
  3. Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management
  4. Investigating and recording the failed changes, unauthorized changes and changes resulting in major incidents
  5. Inputting to Change record approval decisions on an ad hoc basis and through internal CAB (Change Advisory Board) meetings
  6. Produce activities and workflow documentation for Change, Incident and Problem Management
  7. Secondary support for Configuration Management – CMDB and Communications Management (Outage, Change, escalation etc.)
  8. Effectively execute and drive continuous improvement for IT Change Management

Education

Professional QualificationEducational Qualification  
DegreeUniversityYoPCGPA
B. TechWBUT20137.57

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