ARINDAM CHOUDHURY

Employee ID: 573273

Permanent Address: “HIYA”, Flat 1/B, 1st Floor, P-8 Unique Park, Behala, Kolkata – 700034.
Phones: Mobile : +91 9051668229
Email: arindam.choudhury@tcs.com
Marital Status : Married
Nationality : Indian
_______________________________________________________________________________________

Career Objective
To learn and grow in the area of technology and contribute to my best of ability to achieve the project goal.

Professional Summary
A responsible, capable, intelligent and effective ITSM process manager who has an excellent track record of
focusing on helping clients make smooth, meaningful changes to improve operational efficiency and reduce
costs in the delivery of services. Implemented End to End process for Incident Management, Change
Management, Problem Management as well as Project Management and Delivery Management. Having more
than 20 years of IT experience.

Core Skills:
 Strong understanding of ITIL processes and their deployment across the organization
 Strong solutioning aptitude and analytical bent of mind particularly in the Service Management arena
 Creation of service model framework in line with RFP requirement
 Experience of working in a dynamic environment, balancing challenging workloads and deadlines with
attention to deliverables
 Designing Incident, Problem and Change Management Processes
 Transitioning of Problem and Change Management Processes
 Preparing process guides for the ITSM processes
 Working in conjunction with the Tools team to design tool for ITSM
 Implementing ITSM processes through Tools (Service Now, CloudPlus etc.)
 Received Client appreciation Award from Friends Life for smooth transitioning of ITSM processes
 Received Customer Award from TDCH Hosting for contribution to their team
 Onsite Service Manager for British Steel
 Handling end-to-end Change Management
 Working as Audit and Compliance coordinator
 Maintaining CMDB for the project
 Good problem identification skills
 Having an analytical approach to finding solutions
 Proficient in the use of Word, Excel, PowerPoint, MS Project
 Risk Assessment for all changes to the infrastructure
 Process Improvements
 Change Control
 People Management

Behavioral Skills:
 Have ability to work independently and as a team player
 Leading and mentoring the team towards achieving the common goal
 Logical, methodical and structured approach
 Results oriented, deadline driven

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  Resilient. Responds positively to set-backs
 Good organizational, multi-tasking, and time-management skills
 Ability to prioritize
 Self-starter with an attitude to drive and the will to succeed, who takes initiatives.
 Excellent interpersonal skills including the ability to interface and communicate with management and
executive staff as well as senior managers.
 Strong negotiation skills
 Excellent communication and writing skills in Global English
 Strong influencing skills

Company : Tata Consultancy Services

Client: Morrisons.
Last Role Tagged : Service Manager (09/07/2020 to Till Date)
Responsibility
 Working as offshore Service Manager.
 Single Point of contact for process and operational escalations
 Process Owner for Incident Management, Problem Management , Change Management and Service
Request Management Processes
 Working in a dynamic environment, balancing challenging workloads and deadlines with attention to
deliveries
 Seeking out, establishing and maintaining relationships with operational contacts for the client
 Ensuring the adherence to the IT Service Management Processes
 Escalating operational issues to senior management
 Ensuring full compliance with ITIL through the development of aligned processes and internal
procedures
 Handling Monthly Operational Review Meeting with British Steel Management.
 Providing updates and progress reports to senior managers
 People Management as Service Management lead
 Motivating and guiding the team to achieve maximum operational efficiency
 Ensuring delivery of services in accordance with the SLAs
 Design and implementation of Service Management processes
 Implementing Service Management Processes through Service Now
 Identification of process gaps and working on the mitigation of the same

Client: Howmet Aerospace.

Last Role Tagged : Service Level Manager (01/04/2020 to 08/07/2020)
Responsibility
 Responsible for Service Delivery.
 Single Point of contact for process and operational escalations for offshore
 Managing Incident, Problem and Change Management Processes
 Working in a dynamic environment, balancing challenging workloads and deadlines with attention to
deliveries
 Seeking out, establishing and maintaining relationships with operational contacts for the client
 Ensuring the adherence to the IT Service Management Processes
 Ensuring full compliance with ITIL through the development of aligned processes and internal
procedures
 Handling Weekly Operations Review meeting with client.
 Participating in Weekly Service Review Meeting with the client and the customer
 Carrying out effective partner and customer communication strategies throughout the entire project.
 Providing updates and progress reports to senior managers
 Managing stakeholder relationships

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  Providing high levels of interpersonal team management to project staff
 Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints
received and drive till closure
 Prepare Monthly Management report to be shared with the client/ higher management
 Motivating and guiding the team to achieve maximum operational efficiency
 Ensuring delivery of services in accordance with the SLAs
 Ensuring proper reporting of KPI and other metrics
 Identification of process gaps and working on the mitigation of the same

Client: Arconic Inc.

Last Role Tagged : Service Manager (01/01/2016 to 31/03/2020)
Responsibility
 Define, articulate and estimate the complete Service Management solution covering People,
Processes and Tools
 Design and developed the process activities tools automation architecture as well as the current state
assessment and recommendations for the ITSM tools in support of the process automation
 Creation of service model framework in line with RFP requirements
 Worked in a dynamic environment, balancing challenging workloads and deadlines with attention to
deliveries
 Define the Transformation Plan for IT Service Management
 Design and implement the IT Service Management Processes
 Understand the customer's requirement or opportunity and to design a solution that addresses the needs
 Well versed with ITIL elements, Service Management and system Management tools and vendors
 Reducing the impact of change on the business
 Planning all changes through stakeholder engagement, analysis and participation
 Increasing operational efficiency
 Ensuring that all implementation plans run smoothly and are practical
 Designing the Collaboration Agreement Document for all Vendors
 Designing the Transition Governance Model
 Defining the Service Management Organizational Chart
 Understand the AS-IS Service Management Process of the Incumbent Vendor and provide the Gap
Analysis
 Carrying out effective partner and customer communication strategies throughout the entire project
 Providing updates and progress reports to senior managers
 Managing stakeholder relationships
 Providing high levels of interpersonal team management to project staff
 Implementing ITSM processes through tools

Client:Alcoa Corp.
Last Role Tagged : Project Manager (01/10/2013 to 31/12/2015)
Responsibility
I am responsible for managing a wide range of operations and ensuring that operations deliverables are
completed consistently and on time, and that they meet quality standards.

My job is to improve business operations and process efficiency within the Project.
Often need to act as project liaisons between various departments, and to ensure that all project activities are in
support of overall project goals and the company's business objectives.

My work as operations project manager also typically includes activities to support better information flow, data
management, and reporting.

 Major is ensuring timely Billing and submitting Invoice to customer.

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  Attending SLA Calls and Creating SLA reports
 PMR Reports and PMR meetings
 Audit and DEG Activities.
 Managing Allocation.
 Creation and managing different types of WONs.
 Payment Coordination with Customer.
 Requirement Gathering for New Associates.
 Managing Procurement for Projects.

Also as additional responsibility I provide PMO related data (like Revenue Report, Cost Analysis etc ) to ISU
PMO.
Also aware of STRIDE Pricing. Done Pricing for some projects.

Client : State Government of India( Bihar, Chhattisgarh, Jharkhand ).

Last Role Tagged : Relationship Manager (01/02/2012 to 30/09/2013)
Responsibility
Responsible for maintaining Good Relationship with IAS Officers and other Govt. Officials in Jharkhand ,Bihar
& Chhattisgarh.
Project Management.
Maintaining valuable relationship with Nodal agency of the State like , (JAPIT, BELTRON, CHiPS, NIC, IT
Department, Urban Development Department / Panchyati Raj Department /HRD / Food Supplies and consumer
affairs / Cooperative Department and various government Department & boards)
Analytical problem solving, fixing and orientation, making strategy towards bigger goals & organizational
profitability.
Cross functional domain, liaison, inter-personal relations.
Maintaining good relation with Sr govt.officers.
Negotiations with higher Government officials.
Identifying funded project.
Business Relationship Management.
Account/Project Management of ongoing projects.

Company : Tata Elxsi Ltd.

Last Role Tagged : Area Manager- Technical Support (01/04/2000 to 31/01/2012).

Responsibility
Responsible for IT System Integration Technical Support for entire Karnataka Region Customers Base and
managing technical support team and IT Service Management
Providing technical support for SGI, HP and Dell Systems and solutions, troubleshoot critical problems, HPC
Installation, L3 Support.
System Integration (solution with Fujitsu/ HP/ SGI/ EMC/ Quantum/ Enterasys/ server/ Storage/ Tape library/
HPC/ Switch/Virtualizations etc.).
Total customer satisfaction with periodic review with customer in compliance with SOW, strict SLA and to
keep up to customer commitments.

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Achievements & Awards
Award Name Award Date Award Category Award SubCategory
Special Initiative 12-Feb-2021 Beyond Performance Awards Initiatives
Award
(S)miles Award 14-Jan-2021 Beyond Performance Awards Beyond Performance
(S)miles Award 14-Jan-2021 Beyond Performance Awards Beyond Performance
(S)miles Award 16-Dec-2020 Beyond Performance Awards Beyond Performance
On the Spot 20-Nov-2020 Awards for Excellence On The Spot Awards
(Team) Award
Learning 02-Dec-2019 Learning Awards Learning Achievement
Achievement Awards
Award
On The Spot 26-Jun-2018 Awards for Excellence On The Spot Awards
Award
On The Spot 16-Feb-2018 Awards for Excellence On The Spot Awards
Award
(S)miles Award 05-Feb-2018 Beyond Performance Awards Beyond Performance
Service & 01-Feb-2017 Service Awards Service Award
Commitment
Award
Service & 01-Feb-2015 Service Awards Service Award
Commitment
Award
Extra Mile Award 01-Jun-2010 Awards for Excellence In Tata Elxsi, for IT
Service management.
Extra Mile Award 01-Jun-2007 Awards for Excellence In Tata Elxsi, for IT
Service management.

Education & Learning

Qualification Subject
STANDARD XII / H.S.C. Science
SSC Others
GNIIT Computer Science
Post Graduate Diploma from Brainware Computer Hardware & Networking

Hobby and Pass time

Football, cricket & social activities.
Like to spend time with family and kid.

Taste
Can never tolerate laziness and dishonesty.

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Love to work (ready to work up to long hours) and take up Challenges and higher responsibilities.

Community Activity
Organized Free Medical Camp and Blood Donation Camp in my locality.
Organized Quiz & Antakshari Competition.
Organized Football, Cricket Tournament & Sports.
Was nominated as Secretary many times in our community.

Linguistic ability
Can read write and speak fluently in English, Hindi and Bengali.

Certification
Certification Name Aquired On
Transcend Neo - Delivery Management Certificate 28-Mar-2020
Process : Agile Way of Working Foundation 19-Aug-2017
PMBOK Sixth Edition WBTs - PM E0 - Archived 13-Aug-2018
Process : ITIL Foundation Certification 17-Jan-2018
Digital : BigData and Hadoop Ecosystems_Foundation 24-Oct-2015
Digital : Cloud Computing (General)_Foundation 17-Nov-2015
LDP : Leader In You 09-Nov-2019
BPS : Environment Health & Safety_Foundation 15-Apr-2020
The Art of Articulation 10-Feb-2021
Commence : Business English Certification 27-Jan-2021
Language Skills : English Foundation 27-Jan-2021
iQMS for PLs Training ??? PM E0 13-Mar-2018

Training
Offering Name Start Date End Date
Art of Articulation - F2F Workshop - Creating Value through 04-Feb-2021 05-Feb-2021
Conversations
LDP_Transcend Neo : Intrapreneur In Action_VILT 02-Mar-2020 03-Mar-2020
LDP_Transcend Neo : Delivery Management_L2 Final Assessment_iON 24-Feb-2020 27-Mar-2020
LX_Async
LDP_Transcend : KP_Inaugural- Valedictory-Leadership Connect- 24-Feb-2020 24-Feb-2020
Faculty Interaction_VILT
LDP_Transcend Neo : Xplore_New Age Leadership_iON LX_Async 07-Feb-2020 27-Mar-2020
LDP_Transcend Neo : Xperience_Stream Courses_Delivery 03-Feb-2020 04-Feb-2020
Management_VILT
LDP_Transcend : KP_Inaugural- Valedictory-Leadership Connect- 29-Jan-2020 29-Jan-2020
Faculty Interaction_VILT
LDP_Transcend : KP_Inaugural- Valedictory-Leadership Connect- 24-Jan-2020 24-Jan-2020
Faculty Interaction_VILT
LDP_Transcend Neo : Xplore_Stream Courses_Delivery 23-Jan-2020 27-Mar-2020
Management_iON LX_Async

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LDP : Conflict to Consensus_L2_vILT 07-Nov-2019 07-Nov-2019
Leadership : Inspire to Lead_ILT/vILT 07-Nov-2018 07-Nov-2018
Statistical Process Control (SPC) - ILT/Virtual ILT 10-Apr-2017 10-Apr-2017
Process : Integrated Quality Management System for IT IS ( iQMS for IT 10-Feb-2017 10-Feb-2017
IS )_elementary_ILT/Virtual ILT
IT IS Service Delivery Manager - ILT 19-Nov-2015 21-Nov-2015
Digital : Cloud Computing (Generic) - iON 05-Oct-2015 09-Nov-2015
Digital : BigData and Hadoop EcoSystem - Awareness - iON 16-Sep-2015 12-Oct-2015
Process Improvement (PI) Techniques - ILT/Virtual ILT 07-May-2015 07-May-2015
Knowledge Transition Program - Technical - ILT/Virtual ILT 07-Oct-2014 07-Oct-2014
Knowledge Transition Program - Technical - ILT/Virtual ILT 16-Jun-2014 16-Jun-2014
Knowledge Transition Program - Technical - ILT/Virtual ILT 14-May-2014 14-May-2014
Knowledge Transition Program - Technical - ILT/Virtual ILT 07-Mar-2014 07-Mar-2014
Knowledge Transition Program - Technical - ILT/Virtual ILT 24-Feb-2014 24-Feb-2014
Knowledge Transition Program - Domain - ILT/Virtual ILT 14-Jan-2014 14-Jan-2014
Knowledge Transition Program - Domain - ILT/Virtual ILT 31-Oct-2013 01-Nov-2013
Knowledge Transition Program - Process - ILT/Virtual ILT 01-Feb-2012 02-Feb-2012

Competency
Competency Proficiency Category Sub Category
Articulation L1 Global Mindset Articulation
Language Skills : English E2 Global Mindset Business English Communication
Digital : BigData and Hadoop E0 Data Platforms Modern Data Platforms
Ecosystems
Digital : BigData and Hadoop E0 Data Platforms Modern Data Platforms
Ecosystems
Environmental Management and E1 Enterprise Compliance Mgt Environmental Management System
Engineering (ISO 14001)
Process : Business Continuity E1 Enterprise Security Crisis and Disaster Management
Management Management
Compliance : Data Privacy E0 Enterprise Compliance Mgt Data Privacy
Innovation & Creativity L2 Customer Centric Mindset Stakeholder Engagement
Design Principles E0 User Experience Usability Engineering & Framework
Impact & Influence L2 People Development Team Leadership
Mindset
Change Management L2 Customer Centric Mindset Stakeholder Engagement
Problem Solving L2 Partnering Mindset Thought and Judgement
Digital : Cloud Computing E0 Cloud Computing Cloud Architecture & Development
(General)
Digital : Microsoft Azure E0 Cloud Computing Cloud Application Services
Digital : Bootstrap E1 Web Technologies Modern Web Development
Strategic Thinking L1 Transformational Mindset Business Leadership

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Digital : Microsoft Azure E1 Cloud Computing Cloud Application Services
Digital : Amazon Web E0 Cloud Computing Cloud Application Services
Service(AWS) Cloud Computing
Obtaining Stakeholder E1 HR HR - Functional
Commitment
Agile Way of Working E2 Enterprise Methodologies Agile
Results Orientation L2 Results Mindset Execution Excellence
Business Intelligence(BI) E1 Data Analytics & Insights Business Intelligence
Continual Learning L2 Growth Mindset Personal Excellence
Project Management E2 Enterprise Delivery Software Delivery Management
Management
RiO : Rigor in Operations E0 Enterprise Delivery Rigor in Operations
Management
Strategic Thinking L2 Transformational Mindset Business Leadership
IT IS_SM_Service Operations E0 Enterprise Service IT Service Management
Management
Process : Intellectual Property E0 Enterprise Compliance Mgt Intellectual Property
Rights
Digital : DevOps E0 Quality Engineering & DevOps Foundation
DevOps
Initiative / Proactiveness L2 Results Mindset Execution Excellence
Software Security E0 Enterprise Security Process Security Management
Management
Language Skills : English E1 Global Mindset Business English Communication
Team Skill L2 Relationship Mindset Interpersonal Effectiveness
Analytical Ability L2 Partnering Mindset Thought and Judgement
Lean Six Sigma (LSS) E0 Enterprise Quality Performance Improvement
Management
Process Improvement (PI) E0 Enterprise Quality Performance Improvement
Management
Customer Orientation L2 Customer Centric Mindset Stakeholder Engagement
Export Control Compliance E0 Enterprise Compliance Mgt Laws and Regulations
Business Acumen L2 Transformational Mindset Business Leadership
Cyber Security - Information E0 Cyber Security Infra & Data Security Management
Security Concepts
Process : Occupational Health and E0 Enterprise Compliance Mgt Occupational Health and Safety
Safety (OHSAS 18001)
Leadership L1 People Development Team Leadership
Mindset
Quality Management for Delivery E1 Enterprise Quality Quality Standards and Frameworks
Management
Process : Business Continuity E0 Enterprise Security Crisis and Disaster Management

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Management Management
Leadership L2 People Development Team Leadership
Mindset
Service Management E0 Enterprise Service IT Service Management
Management
Manufacturing - Environment E0 Manufacturing Environment Health & Safety
Health & Safety

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