Himadri Pal

Associate Consultant @Tata Consultancy Services

Kolkata, IN

As a Service Manager in the Associate Consultant role, I am responsible for managing the end-to-end delivery and support of applications, ensuring that service levels are met, changes are deployed efficiently, and user issues are resolved promptly. My role requires coordination across technical teams, stakeholders, and clients, focusing on stability, quality, and continuous improvement.Review open incidents, change requests, and SLA breachesExamine any critical or high-priority issues logged during the nightConduct or attend a team sync-up to align on priorities, blockers, and escalationsIncident Management (Ongoing):Categorize and prioritize tickets (P1-P4) based on impact and urgencyDelegate to appropriate team members, or handle directly for critical onesTroubleshoot issues related to application failures, performance, or bugsUser communication: Keep requesters updated on progress and resolution timelinesTrack ticket timelines to avoid breaches.Coordinate Change Requests (CRs)Assess the impact and riskGet stakeholder approvalsSchedule during the change window (typically weekends or off-hours)Deploy application changes: Coordinate with developers and infrastructure teamsPost-deployment validation: Verify application health post-implementationUpdate the Knowledge Base: Document new fixes or updates for future referencePerformance Monitoring and Continuous ImprovementAnalyze MTTR, ticket volumes, RCA trends, and recurring issuesIdentify RCA of frequent issues, implement permanent fixesSuggest automation or process enhancements to improve support efficiencyTools used -ServiceNowDynatraceJenkins, GitMicrosoft Teams, OutlookMS Excel, ServiceNow custom dashboardsSkillITIL Framework (Incident, Change, Problem Management).SLA governanceCommunication and stakeholder managementTechnical and functional knowledge of supported applicationsAnalytical and decision-making abilitiesCrisis management during outages/P1 issues

West Bengal University of Technology

Bachelor of Technology (B.Tech.)