Sohini Ghosh has nearly 6 years of experience in ITIL processes like change management, incident management, and problem management. She currently works as a change manager and process consultant at Tata Consultancy Services in Kolkata, India, where she coordinates with stakeholders to ensure changes and incidents are resolved within SLAs. She mentors junior support teams and ensures documentation is maintained to guide new employees. Sohini has a bachelor's degree in computer applications and an ITIL V3 foundation certification.

1. Sohini Ghosh
Phone - (91)8961121499
Email – sohini.gho@gmail.com
EXPERIENCE SUMMARY
Possess nearly 6 years of experience in professionalcapacity across areas of implementation of several
ITIL processes such as Change Management, Incident Management, Service Request Management as
well as Problem Management, with significant emphasis in ITIL Change Management and Incident
Management.
CAREER HIGHLIGHTS
 Have been consistently evaluated as a top performer and efficient team player and awarded highest
performance rating in annual performance appraisals.
 Have been consistently awarded with Star Performer of the Year awards for excellence in delivering
services to customers within mutually agreed SLAs and almost zero business impact while addressing
change and incidents on a regular basis.
 Coordinated with multiple stakeholders to ensure that all the vendorinitiated/implemented changes get
implemented within SLA timelines.
 Coordinated with multiple stakeholders to ensure that all the vendorincidents get resolved within SLA
timelines. If there is any SLA breach coordinated with all the stakeholders to perform the RCA and
prepare proper breach analysis report to avoid such mishap in future.
 Mentored L0 and L1 support teams to ensure L0 and L1 support level SLA adherence and customer
delight were maintained and enhanced respectively by guiding L0 and L1 Support teams.
 Proactively co-ordinated with various support teams to ensure known errors and common service
requests were tracked and resolved within agreed SLAs as well as proper and updated documentation
was maintained for the same to guide the new joiners.
 Have trained and served as a DRR (Disaster Recovery Representative) to be involved in operational
activities in guiding employees and respective stakeholders with business continuity practices and
norms to ensure seamless and disruption-free operation of daily business activities.
PROFESSIONAL EXPERIENCE
 Presently working as Change Manager and Process Consultant at Tata Consultancy Services Limited,
Kolkata, India from March 2014 till date.
 Worked as Incident Manager and Critical Incident Managerat Tata Consultancy Services Limited,
Kolkata, India from December 2012 to February 2014
 Worked as Systems Engineer specialized in Windows Support at Tata Consultancy Services Limited,
Kolkata, India from January 2012 to November 2012
 Worked as Assistant Systems Engineer specialized in Windows Support at Tata Consultancy Services
Limited, Kolkata, India from January 2011 to December 2011
 Worked as a trainee At Tata Consultancy Services Limited, Chennai, India from August 2010 to
December 2010

2. CERTIFICATIONS
 ITIL V3 Foundation EXIN in 2010
CORE STRENGTHS AND SKILLS
 Highly proficient in verbal and e-mail communication by consistently using latest Microsoft Office
tools and Outlook 2007, 2010, 2013 respectively.
 Assertive and quick learner, always strived hard for innovative approaches.
 Being an expert in documentation played a key role in knowledge management activities at intra-team
and inter-team levels.
 Demonstrated numerous examples of customer commitment fulfillment much ahead of expected
timelines consistently,thereby motivating junior team members to follow the same and guided them
accordingly.
ACADEMICPROFILE
 Persuade Graduate in Bachelor of Computer Applications from West Bengal University of Technology,
Kolkata, India in 2010.
ORGANIZATIONAL EXPERIENCE
Project Name – KPMG International Cooperative
Environment – Production/Business environment involving various software applications and tools
Role – Change Management, Incident Management Analyst
Duration – December 2012 till date
Project Description –
The project is based on the primary aim of achieving operational excellence and ensuring internal as
well as external customer satisfaction, including a wide range of domains such as contractual employee
and associated vendor services management, resource allocation and utilization management, client
management to ensure that business needs of the external customers gets fulfilled not only within
defined timelines as well as to ensure optimization and continual service improvement to enhance
business value for customers and ensure CMMI level 5 compliance pertaining to safeguarding of client
business information and associated assets.
Roles and Responsibilities –
I presently work as a Change Management Lead to own the end to end responsibility of all the changes working
with the customer and multiple stakeholders. Also playing a key role in Incident Management to supervise L0
and L1 service desk teams to address both minor and major incidents, analyze service requests inflow trends and
turnaround time statistics and devise strategies and ways by coordinating with respective teams across locations
and technology domains to ensure continuously improved support is provided to end-users.

3. My key responsibilities include:
 Coordinating with customer and multiple stakeholders to complete all the changes within SLA timelines.
 Taking the end to end ownership all the changes till post implementation review.
 Regular interactions with L0 and L1 support teams to guide them in their support tasks and receive
reports to analyze the incidents and service requests trend for various applications
 Provide guidance regarding classification and prioritization of incidents to service desk teams, especially
for effective resolution of P0 and P1 requests well within SLA timelines.
 Play a strategic role in the identification and tracking of problem requests to closure within agreed
timelines and ensure that effective RCA preparation is carried out, especially for major incidents.
 Serve as a single point of contact for all relevant stakeholders during outage/maintenance periods of
business critical applications and systems.
 Coordinating with various teams, including vendors by initiating bridge conferences to ensure quick
resolution and service restoration to customers in minimum possible timelines.
 Constant monitoring status and progress of resolution of incident requests assigned to team members
as well as ensuring the associated stakeholders, business partners are informed accordingly.
 Conducting stand-up meetings and knowledge sessions to not only guide L0, L1 and L2 support teams
in incident tracking and resolution tasks but also to empower them to independently identify, analyse
and track resolution of incidents and service request alike with dependent teams and ensure effective
stakeholder communication
PERSONAL DETAILS
Full Name - Sohini Ghosh
Marital Status - Married
Sex - Female
Nationality - Indian
Date of Birth - 01st August,1989
Languages - Bengali, English, Hindi
Passport Details
Passport Number - H4485033
Date of Issue - 06-may-2009
Expiry Date - 05-may-2019
Place of Issue - Kolkata, INDIA
Visa Details
Visa Type - STWP(Netherlands)
Visa Expiry Date - 01-mar-2017
Visa Issue Date - 01-feb-2016
I hereby declare that everything that I have mentioned is correct to the best of my knowledge and belief.
Sohini Ghosh