You are on page 1of 3

Santu Chatterjee

9742349615;  santuchetu
Seeking challenging assignments across the domain of Information Technology
An accomplished IT Service Management Professional with 7.8 yrs. of experience across
varied domains.
Executed critical assignments for customers spread across North America, Europe, the
Middle East and India
Easily adaptable to new environment. Hardworking, Quick learner and can deliver under
ITIL2011 Service Operation,
Prince 2 Practitioner
Prince 2 Foundation
ITIL V3 Foundation Certification,
ITILV3 Release Control and Validation (Capability Module)
Microsoft Certification System Administrator.
Service Transition Trained

Willing to travel (short term and long term) and open to re-location
Date of Joining -05/05/2008
Working as a Service Management Analyst 3(Global Process Owner)
Coordinating with the Project Manager to understand how the process knowledge is
captured in Infrastructure Management, and what data is required, created, or used to
complete the processes and how to best support their area through the effective use of
technology and the best practices followed.
Assist in process analysis functions, documenting existing processes and making
recommendations based on best practices for changes to improve operational
effectiveness and cost savings.
Acquire knowledge of different tools that are standards as per the organization.
To ensure that the support is provided within the agreed time lines (SLAs)
Provide guidance to stakeholders on devising effective and efficient approaches to
achieve the project objectives.
To equip oneself with the knowledge of ITIL standards, Global Process Standards and all
related tools like BMC Remedy 7 to conduct formal and informal presentations to
address the Clients requirements.
Provide suggestion and inputs to the TIS Management where necessary to help build a
working environment with the Stakeholders.
In the process engineering team we are not directly generate financial achievement or
growth. However, we indirectly influence this by building processes which are

Working on projects and coordinating with PMO. Setting up a call with higher management and bring down the issues in day to day work. communication & documentation skills. deploying and implementing processes aligned to ITIL framework Assesses Requests for Change / Manage escalated requests for client business testers Monitors the progress of changes / Manage change record closure Ensure timing and resource conflicts are avoided and schedules maintained at a manageable level. Procedure & Instruction of the processes built. Reporting. Conversant with IT Application support related domain Produce a CAB Agenda and Chair the Change Advisory Board by theatre/client Identify and escalate change records that do not adhere to SLA requirements Manage CAB meetings / Manage emergency changes Perform Quality Checks on all Requests for Change Reviews the risk & impact analysis to ensure that this has been performed thoroughly. Service Associate Delivery 2(Change Manager &Application Support) Accountable for managing service delivery for one or more client accounts and Global SPOC for Unisys Internal IT Maintaining Optics Report and Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used. Technical Architect and other members.consistent / compliant with Global Unisys standards. Ensures that the timing of planned implementations does not conflict with other planned changes or events. operational effective and saves cost for the client. Map current business processes to provide a foundation for defining business activities. Defining. Develop and maintain documents that describe the Policy. Identifying and understanding the Clients and their requirement. Accordingly conduct GAP Analysis either in the process or the tool as required. Overview Knowledge of MS Visio. Periodically to elaborate reports with Critical Analysis of the changes demonstrating metric and the graphical comparative degrees for period. through effective analytical reasoning. escalate issues Maintenance of the FSC and other scheduled reports Monitoring adherence to implementation and approval lead times and management of requests for exemption Perform Post Implementation Reviews (as needed) Key Achievements: . Project. Map existing data fields to ITIL definitions. Providing training to the new members for multiple clients Preparing KPI’s and Reports. Conduct Implementation Workshop to highlight the advantages of following the Global Process Standards that is defined by Unisys. Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations. Adding value to the team and organization by consistently suggesting and making beneficial changes to existing process. ensuring and facilitating closure of all non-compliances by driving/initiating corrective actions. processes that conform to security and with low risk of failures.

2002 – 2004 .SSC Board Examination – Kendriya Vidyalaya Responsibilities Responsible for partnering with customer to obtain resolutions to complex technical issues.helps others deliver results. Documents and simulates complex customer issues to find solutions and fixes to customer inquiries and problems. Scanners.1 and 7.Board of Intermediate – Kendriya Vidyalaya Trimulgherry. 2001 – 2002 .Received quarterly award for delivering under high pressure twice.6 tools for Change Management for a US based Pharmaceutical client.mahindrasatyam. Hindi and Bengali . Printers EDUCATIONAL CREDENTIALS 2004 – 2007 .g.Bachelors of Commerce –Pragati Maha Vidyalaya. tool content Date of Joining:-1/9/2007 Responsibilities Responsible for taking control of and resolving complex technical and escalated customer issues. Date of Birth: 13th Nov 1986 References: Available on Request Language Proficiency: English. Mahindra Satyam www. product group) Ability to analyze and solve highly complex technical problems which may not ever have been encountered. Guide customer troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines. Thorough knowledge of the following: Mainstream DOS and Windows Applications Basic PC Hardware Microsoft Operating Systems Peripheral Subsystems including the following: Multimedia. Maintains/builds relationships with other groups that impact the technical aspect for phone support (e. Sutherland Technologies www. Appreciation received from Global Account Manager for Preparing presentation for Remedy 7. May dispatch additional service as necessary.