Pronoy Bose
Service Management Expert
- Role
- Associate Consultant at HCLTech
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Pronoy Bose
With over two years at HCLTech and extensive experience in IT operations management since…
Experience
Associate Consultant
Nov 2023 — Present · Hyderabad, IN
Oversee the end-to-end management of major incidents, ensuring rapid identification, assessment, escalation, resolution, and closure in line with ITIL best practices. Coordinate cross-functional technical teams, communicate real-time status to business and executive stakeholders, and document resolution timelines and outcomes.Serve as the primary contact for high-visibility service concerns, engaging directly with senior leadership to communicate service performance and drive resolutions.Collaborate closely with multiple external service providers and internal delivery teams to ensure alignment with business objectives, prioritization of critical tasks, and efficient resolution of complex service issues.Conduct regular sync-ups with client stakeholders to review status of service requests, incidents, and upcoming deployments or changes.Use Splunk analytics and monitoring to flag potential performance degradation, enabling early intervention and reduced business impact.Lead scheduled client engagement meetings including monthly operations reviews and strategic performance discussions every quarter.Oversee platform upgrades, patching schedules, and infrastructure maintenance cycles by aligning internal and client expectations to avoid service interruptions.Track SLA metrics, identify service gaps, and collaborate on improvement initiatives with delivery and operations teams.Act as a control point for all client-facing escalations, ensuring prompt visibility, accountability, and follow-up until issue closure.Coordinate with multiple third-party service providers and internal business stakeholders to align support efforts with organizational goals, ensuring timely issue resolution and delivery of value-added solutions across complex service landscapes
Education
Pt. Ravishankar Shukla University, Raipur
Batchlor of Computer Science
2008 — 2011
Skills
- Microsoft Excel
- Business Analysis
- Management
- Project Management
- Major Incident Management
- Itil V3 Foundations Certified
- Customer Service
- Microsoft Word
- Leadership
- Microsoft Office
- Incident Management
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