ACAshmita Chatterjee
@ashmitachatterjee
IT service delivery consultant specializing in incident and change management.
IndiaWhat I'm looking for
I am an analytical, process-oriented IT service delivery consultant with over 8.5 years of total experience and 5+ years focused on IT Service Delivery, Incident and Change Management, technical support, and helpdesk operations. I have a strong background in SLA monitoring, vendor management, and client servicing.
In my current role I manage incident and change processes, facilitate CAB/ECAB/TAB meetings, prepare operational reports, and lead proactive initiatives to improve ticket hygiene and SLA performance. I have delivered measurable improvements through trend analysis, workshops, and training while collaborating with service delivery managers and resolver groups.
I hold ITIL V3 Foundation certification and a B.Tech, and I bring hands-on experience with Active Directory, group policy, Citrix environments, BMC Remedy ticketing, and managing video conference helpdesks. I am committed to continuous improvement, mentoring teams, and ensuring reliable, customer-focused IT service delivery.
Experience
Work history, roles, and key accomplishments
Consultant – Incident and Change
Capgemini
Jun 2020 - Present (5 years 7 months)
Served as point of contact for incident and change management, facilitating CAB/ECAB meetings and improving ticket hygiene to maintain SLA performance and reduce human error.
Service Delivery Analyst
Unisys
Apr 2018 - Oct 2019 (1 year 6 months)
Managed service delivery relationships and reporting (KPIs/SLAs), drove continuous improvement initiatives, and coached teams to ensure ticket closure within SLA.
Senior Service Desk Analyst
NTT Data
Mar 2017 - Nov 2017 (8 months)
Performed Windows installation/troubleshooting, Active Directory user administration and software configuration, and updated incidents in BMC Remedy to restore user access.
Senior System Administrator
Infosys BPO
Jan 2015 - Dec 2016 (1 year 11 months)
Monitored delivery schedules, managed user account mappings and documentation, and trained new joiners to ensure operational consistency.
Executive – Client Relationship
Family Health Plan
Sep 2013 - Nov 2014 (1 year 2 months)
Handled VIP client interactions, verified corporate health claims, coordinated corporate health camps, and managed/trained call center staff.
Education
Degrees, certifications, and relevant coursework
Biju Patnaik University of Technology
Bachelor of Technology, Engineering
Completed Bachelor of Technology degree from Biju Patnaik University, Odisha.
Nirmal Munda College
Class XII, Higher Secondary
Completed Class XII from Nirmal Munda College under the Odisha State Board.
St. Mary’s Convent School, Birmitrapur
Class X, Secondary Education
Completed Class X from St. Mary’s Convent School under the ICSE Board.
ITIL V3 Foundation
Certification, IT Service Management
Certified in ITIL V3 Foundation for IT service management practices.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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