Soumitra Chatterjee Email and Phone Number

Multiple International Retail Company's IT Service Management (HAM) support from transition to BAU.Managed relationships and coordinated work between different teams at different locations.Asset provisioning and Tracking like Computer Assets/Mobile/Virtual Desktop/Workstations.SLA/OLA Management for all Asset Management Deliverables and its reporting.Enabling Business service mapping through vertical discovery in Servicenow.CMDB and HAM deployment and set up reconciliation methods of Asset CI linkage.Analyzing business and user needs, coordinating with internal business units to facilitate hardware compliance and life cycle management (using ServiceNow, Desktop Central, Sapphire, Snow, etc.) of all IT assets.Creating customized reports and comparison to ensure accurate inventory and maintaining CMDB.Ensuring Zero NC identified on deliverable during process and transaction audits.Allocating all the assets through appropriate request within the defined timeline.Participation in asset scrapping, returning rental assets to vendor and disposal activities.Oversaw ITSM teams’ operations and training. Integrated CMDB with other ITSM modules like IM, CM.Writing policy, procedure and manuals governing IT assets.Creating AMC and Projection reports each FY for End of Support & End of Life assets, updating customers on IT asset maintenance, procurement.Creating and maintaining software license report with PO, POE etc.Worked as change manager, problem manager, software license manager and handled CAB meetings, RCA meetings, MLS review.

• Provided support on service requests of Insurance Company (US). • Responsible to further development of Service Request documentation including process, procedures, work instructions, knowledge base articles, etc. • Ensure data integrity within the client management systems. • Prepared Reports for presentation as required. • Provided inputs to create new service catalogue to reduce generic service request. • Maintained oversight of the end-to- end process, resolving exceptions and dealing with queries in a consistent and timely manner.

• Resolving errors of automation process for creating business listing on Oracle software in data operations. • Managing KPI – SLA, CSAT, case/ticket management, people management, quality control as extra initiatives. • Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.