Prabal Roy Email & Phone Number

Bangalore Urban, Karnataka, India

• Manage a global team of 134 FTEs & FTCs, providing onshore/offshore L1, L2, L3, ITSM & Vendor COE for multiple departments, overseeing performance, career growth, and training & development.
• Foster a culture of excellence, innovation, and accountability within the team, championing OKR & data driven decision making.
• Owned incident, problem, change, event, capacity, and availability management globally, including ServiceNow overhaul.
• Define and implement the strategic vision for service management, vendor management, ensuring alignment with organizational goals.
• Spearhead the transformation of IT operations and service management to SRE and High-Velocity ITSM frameworks, leading to a 15% improvement in KPIs.
• Establish process improvements, governance, negotiating contracts, efficiency gains, optimizing SLO, SLI, SLA, financials, etc.

Bangalore

► I was Transitioned to IBM as a result of global sell-off of Vodafone Cloud & Hosting Business, performed all previous roles and responsibilities

Bengaluru Area, India

• Led a 30-members offshore Security Services team for Vodafone Northern Europe customers and local markets.
• Directed operation, incident, change, problem management, projects, preventive maintenance, transitions, and migrations.
• Partnered with top management to evolve the strategic IT vision, drive change, and build an IT services/product roadmap aimed at improving enterprise system performance.
• Drove innovation by identifying process gaps and adopting emerging technologies/automation solutions.
• Ensured smooth 24x7x365 business operations with minimal downtime through effective service delivery & support management.
• Collaborated with managed service vendors and cross-functional teams to optimize service delivery and achieve business goals.Key Achievements:

Kolkata, West Bengal, India

► I was instrumental in providing 24x7 Level 2 Support for a large Pharmaceutical & then, a leading Mining Network, Wireless & Security Infrastructure Support Operations via Service Now Tickets► Assisted in troubleshooting Incidents, resolving Problems, initiating device EOL/EOS Lifecycle Management and Upgrades, etc.► Achieved 97% compliance for CMDB CIs.

Kolkata, West Bengal, India

► I proactively assisted in managing entire Network Operations including LAN, WAN, Wireless Environment across the organization and effectively coordinated for resolution of critical network issues in a time-sensitive environment, ensuring maximum uptime by: Implementing, configuring & troubleshooting of various security policies, access lists, NAT, Fail.

Kolkata, West Bengal, India

► Provided appropriate solutions and technical support to customers, resolved their queries with high-customer satisfaction by: Playing a major role in the Networking & Security by Configuring, upgrading, administering & troubleshooting of Network Infrastructure to ensure minimum downtime & maximum availability as per organizational requirements, governed.

Kolkata Area, India

► Interacted with clients, provided excellent customer service, promoted company’s products and contributed to organizational goals