Arnendu Chakraborty

Experienced IT Service Management and Service Delivery professional with 18+ years of experience across Retail, Healthcare, Insurance, Mortgage, and Supply Chain Management domains. Proven expertise in Incident Management, Problem Management, Change Management, Risk Management, Knowledge Management, Major Incident Management, Service Operations, and Team Leadership. Demonstrated success in leading service delivery teams, driving operational excellence, improving service quality, ensuring SLA compliance, and managing stakeholder relationships across global environments.

Strong ITIL practitioner with extensive experience in service governance, continuous improvement, process optimization, and cross-functional team management.

Senior ITSM Engineer / Service Manager at Tata Consultancy Services (TCS) (2026-06 – Present)

Client: Infiniti Retail LTD - Croma (Retail)

• Governance of IT change processes and compliance
• Risk assessment for proposed changes
• CAB facilitation and approvals
• Scheduling of change implementations
• Stakeholder communication on impacts and rollbacks
• Documentation of change requests and outcomes
• Post-implementation review for lessons learned
• Root cause analysis of recurring incidents
• Problem detection through monitoring and trend analysis
• Workaround management to minimize impact
• Known error database maintenance for faster resolution
• Cross-team collaboration with infra/app/vendor teams
• Problem resolution with permanent fixes
• Continuous improvement via process enhancements

Team Lead – Service Operations at Tata Consultancy Services (TCS) (2025-09 – 2026-06)

Client: Co-operative Group Ltd. (Retail)

• Leading a 15–22-member Service Operations team supporting the UK Retail IT environment
• Managing end-to-end Incident, Service Request, and Escalation lifecycle under the ITIL framework
• Handling P1/P2 Major Incidents, conducting bridge calls, and coordinating cross-functional technical teams
• Ensuring SLA compliance above 98% across Incident and Service Request queues
• Driving MTTR reduction initiatives through prioritization and proactive follow-ups
• Monitoring ticket aging, backlog trends, and implementing corrective action plans
• Managing stakeholder communications during outages and providing real-time status updates
• Governing escalation matrices and ensuring timely resolution of critical business-impacting issues
• Publishing daily and weekly MIS dashboards covering SLA performance, KPIs, productivity, and incident trends
• Coaching and mentoring team members to improve FCR and service quality
• Driving automation and continuous improvement initiatives to enhance operational efficiency
• Supporting onboarding, knowledge transfer, and performance review cycles

Senior ITSM Engineer / Service Manager at Tata Consultancy Services (TCS) (2019-08 – 2025-09)

Client: Co-operative Group Ltd. (Retail). Led the development, implementation, and continuous improvement of ITIL-aligned service management processes to optimize IT service delivery and business outcomes. Collaborated with clients, senior IT leadership, business stakeholders, and external partners to ensure service excellence and operational effectiveness.

• Managed and improved IT services within an ITIL framework
• Oversaw service delivery operations and ensured adherence to SLAs and KPIs
• Led Problem Management, Change Management, Risk Management, Knowledge Management, and Major Incident Management initiatives
• Handled major incidents, service disruptions, and business-critical escalations
• Conducted root cause analysis and drove preventive and corrective actions
• Managed stakeholder relationships across business, technology, and vendor teams
• Developed and presented service performance reports and management dashboards
• Implemented best practices to enhance operational performance and service quality
• Drove continuous service improvement and operational excellence initiatives
• Led cross-functional teams to optimize business processes and service outcomes
• Managed knowledge creation, documentation, sharing, and governance activities
• Facilitated risk assessment and mitigation planning for critical services
• Trained and mentored new team members and service management professionals

Senior Process Associate / SME at Tata Consultancy Services (TCS) (2016-08 – 2019-07)

Client: Cardinal Health (Healthcare)

• Managed Customer Master Data activities across SAP and MDM platforms
• Created and maintained customer accounts and master records
• Developed a "One Customer View" through customer account consolidation
• Conducted customer verification and validation through third-party research
• Created hierarchical customer structures based on ownership and operational models
• Classified customers according to ownership, facility type, and service offerings
• Served as SME and floor support for team members and new hires
• Conducted training and knowledge transfer sessions

Senior Customer Service Officer (Level 3) at Mphasis (2015-02 – 2016-08)

Project: Verve

• Processed Mortgage Insurance loans and resolved queries from onshore mortgage providers
• Provided floor support and mentoring for new hires
• Conducted training sessions and process knowledge transfers
• Managed team operations in the absence of managers
• Assisted in team coordination and performance management activities

Senior Associate at Wipro Ltd. (2008-07 – 2014-12)

Client: United HealthCare (UHC)

• Resolved insurance policy and claims-related queries for healthcare providers
• Delivered first-contact resolution for complex provider issues
• Managed customer accounts and explained claim histories
• Performed account maintenance and updates
• Interpreted performance reports and operational metrics
• Consistently achieved service and productivity targets
• Adapted to changing business requirements and process updates
• Acted as Team Lead during manager absences
• Mentored new and existing team members and provided performance feedback

Junior Diploma in Painting in Painting – Bangiya Sangeet Parishad, affiliated to Rabindra Bharati University

Five-semester course in Multimedia and Digital Media – Arena Multimedia