Santu Chatterjee

9742349615; santuchetu @gmail.com

Seeking challenging assignments across the domain of Information Technology
PROFILE
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
pressure.
Certification
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

PROFESSIONAL EXPERIENCE
Willing to travel (short term and long term) and open to re-location
UNISYS INDIA PRIVATE LIMITED, BANGALORE
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
cohesive
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

consistent / compliant with Global Unisys standards, processes that conform to security
and with low risk of failures, operational effective and saves cost for the client.
Adding value to the team and organization by consistently suggesting and making
beneficial changes to existing process.
Identifying and understanding the Clients and their requirement, through effective
analytical reasoning, communication & documentation skills.
Map current business processes to provide a foundation for defining business activities.
Accordingly conduct GAP Analysis either in the process or the tool as required.
Map existing data fields to ITIL definitions.
Develop and maintain documents that describe the Policy, Procedure & Instruction of
the processes built.
Conduct Implementation Workshop to highlight the advantages of following the Global
Process Standards that is defined by Unisys.
Providing training to the new members for multiple clients
Preparing KPIs and Reports.
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.
Overview Knowledge of MS Visio, Project.
Working on projects and coordinating with PMO, Technical Architect and other
members.
Setting up a call with higher management and bring down the issues in day to day
work.
Reporting, ensuring and facilitating closure of all non-compliances by
driving/initiating corrective actions.
Periodically to elaborate reports with Critical Analysis of the changes demonstrating
metric and the graphical comparative degrees for period.
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.
Ensures that appropriate actions have been planned to minimize both the risk of
failure and the impact on users during change implementations.
Ensures that the timing of planned implementations does not conflict with other
planned changes or events.
Defining, 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; 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:

Received quarterly award for delivering under high pressure twice.

Appreciation received from Global Account Manager for Preparing presentation for
Remedy 7.1 and 7.6 tools for Change Management for a US based Pharmaceutical
client.

Sutherland Technologies
www.suth.com
Date of Joining:-1/9/2007
Responsibilities
Responsible for taking control of and resolving complex technical and escalated
customer issues. Documents and simulates complex customer issues to find
solutions and fixes to customer inquiries and problems. May dispatch additional
service as necessary.
Guide customer troubleshooting efforts to identify products that are defective and
direct in issuing service calls in accordance with guidelines.

Mahindra Satyam
www.mahindrasatyam.com
Responsibilities
Responsible for partnering with customer to obtain resolutions to complex technical
issues- helps others deliver results.
Maintains/builds relationships with other groups that impact the technical aspect for
phone support (e.g. tool content teams, product group)
Ability to analyze and solve highly complex technical problems which may not ever
have been encountered.
Thorough knowledge of the following: Mainstream DOS and Windows Applications
Basic PC Hardware Microsoft Operating Systems Peripheral Subsystems including
the following: Multimedia, Scanners, Printers

EDUCATIONAL CREDENTIALS
2004 2007 - Bachelors of Commerce Pragati Maha Vidyalaya.
2002 2004 - Board of Intermediate Kendriya Vidyalaya Trimulgherry.
2001 2002 - SSC Board Examination Kendriya Vidyalaya Trimulgherry.

Date of Birth: 13th Nov 1986

References: Available on Request
Language Proficiency: English, Hindi and Bengali