Chayan Paul
Reading,Berkshire
Summary
In the age of AI and automation my role is focused on human aspects of IT Service delivery by maintaining strong relationships with clients, understanding their needs, resolving issues and regularly communicating service performance, improvements, and new offerings.
With 17+ years of IT experience I am a strong blend of functional expertise across multiple technologies, leadership abilities and business acumen with interest to explore my career in technologies related to Cloud, Service Now, Data analytics, Security, AI in the role of operations, consulting or project/programme management.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work history
App Cloud Support Associate Manager
Accenture
London
11.2010 - Current
- Infrastructure delivery manager for Digital Workplace services, Active Directory, M365, Network, Security & Procurement services
- Accountable for applying the core ITIL processes: Incident Management, Change Management, Service Request & Problem Management
- Collaboration between client team, senior directors, internal (offshore) technical resources and external vendors.
- Record and report contractual SLA and KPI. Facilitate accurate performance tracking, using ServiceNow performance analytics to determine success of services utilised. Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
- Chair daily/weekly/monthly delivery & partner review meetings.
- Develop and track IT Continuous Service Improvement Plan focused on process optimisation and automation to overcome recurring issues.
- Representation in internal/external audits (ISO27001/27701).Supported regulatory compliance by overseeing all audits to ensure adherence to protocol.
- Conducted robust and sustainable supplier performance management to guarantee ongoing best practice delivery.
- Managed projects to consistently deliver milestones on time and within budget - Cloud transformation, data centre migration, mass onboarding, infrastructure upgrades and decommission.
- Supported company growth by working constructively with sales team members, generating new business opportunities through upsell.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
Advanced Resolution Expert
Dell International Services
Gurugram, India
07.2006 - 11.2009
- Troubleshooting Dell systems to identify the faulty hardware part.
- Troubleshooting OS or application related issues
- Subject Matter Expert and Trainer
Technical Support Specialist
IBM
Gurugram, India
02.2005 - 07.2006
- Troubleshoot broadband related issues for home users
- Upsell broadband packages to generate revenue
Education
Bachelor of Engineering - Electronics and Telecommunication
Pune University
India 10.2000 - 05.2004
Skills
- Service Now IT Service Management
- Service Delivery
- SLA governance
- Power BI
- MS Office 365
- SharePoint Online
- Cloud Fundamentals (Azure & AWS)
- Windows OS Administration
- MS Defender
- SolarWinds & Meraki
- Project Management
- Intune, co-management, Auto pilot
- Customer-focused
- Programme development
- Problem-solving
Accomplishments
Certifications:
- ITIL Foundation and Service Operation
- Service Now Certified System Administrator
- Microsoft Certified Azure Fundamentals
- AWS Cloud Practitioner
- Microsoft Certified Power BI Data Analyst Associate
Recent key service optimisation and projects:
- Created live dashboard on Service Now reducing manual efforts to prepare excel report thus reducing efforts of 1.5 FTE/month
- Automated CAB Workbench on Service Now reducing efforts of 1 FTE
- Mass onboarding of client employees circa 1000 with ID and access management set up along with hardware asset provisioning
- Involved in Data Centre migration project overseeing change governance for migration of network hardware and links
- EUC Projects – Cloud Transformation to O365 services, mailbox migration to exchange online (O365), SCCM, Intune, co-management, autopilot implementation and device hardware refresh.
- Network Projects – Data centre migration, implementation of Cisco Meraki MR Access Points, MS Switches, MX Firewall, extension of network for several client sites, decommissioning of EOL network devices.
Interests
- DSLR photography
- Travel
- Playing Ukulele
Additional Information
- Visa Status: Skilled Worked Visa valid till March 2025. Will require sponsorship for change of employment.
Languages
English
Fluent
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
App Cloud Support Associate Manager
Accenture
11.2010 - Current
Advanced Resolution Expert
Dell International Services
07.2006 - 11.2009
Technical Support Specialist
IBM
02.2005 - 07.2006
Bachelor of Engineering - Electronics and Telecommunication
Pune University
10.2000 - 05.2004
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