Rupen Ghosh

Senior Consultant @Infosys

IN

ITSM Proffessional experienced in ServiceNow cutover activities,strategies.• Collabrated with stakeholders to design and implement ServiceNow cutover activities.• Conduted in-depth analysis of service management metrics,processes, identifying key areas of improvement.• Executed on daily basis a comprehensive Proactive Problem Management strategy for a complex project,reducing a number of recurring issues and ensuring seamless service transitions.• Activley working and engaged in Automation of Processes using Predictive Intelligence (Process Mining).• Preparing dashboards using PA (Performance Analytics) in the Service Now.• Facilitiated weekly ITSM review board meetings,collabrating with stakeholders,customers across regions to analyse ITSM processes (analyze risks,prioritize implementations,high level root causes).• Monitored and reviewed the progress of high visibility RCA’s,MIM,Failed changes,PIR and provided feedback and implemented contineous improvements to ITSM governance and BAU tasks.• Involved into ITSM Monthly Service review calls with customer and provided relevant stats,data as requested.• Collabrated with internal auditors to facilititate comprehansive ITSM assessments.• Drafted,Tested UAT cases (in Dev,INT,PROD) for Problem Management as a part of cutover activities (ServiceNow Instance)• Conducted several process enablement sessions as and when enhancements were done for a process/or on ServiceNow Tool.• Actively invovled into management and customer calls

EXIN

ITIL V3

Sikkim Manipal University - Distance Education

Master of Business Administration - MBA

DXC Technologies

Six Sigma

HCL Technologies

SIAM Academy

NIIT Institute

GNIIT

Scrum Alliance

Certified Scrum Master

People Cert

ITIL 4