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Bhaskar Bhadury

@bhaskarbhadury

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Dynamic Incident Management Team Lead with 12 years of IT experience.

India

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What I'm looking for

I am looking for a challenging role in IT Service Management that fosters innovation and offers opportunities for professional growth.

I am a results-oriented Incident Management Team Lead with over 12 years of experience in IT Service Management. My expertise lies in Incident, Problem, and Change Management, where I have successfully managed P1 to P4 incidents while driving automation initiatives that enhance operational efficiency. I have a proven track record of leading cross-functional teams and implementing ITIL-based service delivery, which has significantly improved service quality and reduced manual efforts.

Throughout my career, I have spearheaded high-impact projects, including onboarding/offboarding automation and alert management automation, which have received multiple accolades for their innovation and effectiveness. My strong communication skills enable me to manage bridge calls and collaborate effectively with stakeholders, ensuring that service restoration efforts are executed seamlessly. I am passionate about leveraging technology to drive service excellence and am committed to continuous improvement in all aspects of IT operations.

Experience

Work history, roles, and key accomplishments

Current

Incident Management Team Lead

Current

HCL Technologies Ltd.

Feb 2019 - Present (6 years 4 months)

Led a 20-member team managing P1-P4 incidents, problems, changes, and access management under the ITIL framework for an Informatica client. Implemented automation projects using ServiceNow and Power BI, reducing manual efforts in onboarding, access management, and alert monitoring.

ITIL ServiceNow Power BI Okta Azure AD Incident Management Change Management Access Management

Technical Analyst L3

Convergys

Feb 2017 - Present (8 years 4 months)

Acted as an escalation and incident manager, overseeing the complete P1-P4 incident lifecycle, including RCA, reporting, and closure using ServiceNow. Led employee onboarding/offboarding processes and managed identity access through OKTA, Microsoft IAM, and Active Directory.

ServiceNow Okta Active Directory Incident Management RCA Activities Reporting Offboarding

Analyst

Concentrix

May 2011 - Present (14 years 1 month)

Provided first-level support for Windows, Mac, Office 365, and network issues for global client Abu Dhabi National Oil Company (ADNOC). Handled access control via Active Directory and OKTA, and supported remote troubleshooting and service requests.

Windows Mac Office 365 Active Directory Okta Incident Tracking

Education

Degrees, certifications, and relevant coursework

West Bengal University of Technology

Bachelor of Computer Applications, Computer Applications

Completed a Bachelor of Computer Applications, focusing on fundamental computer science principles and applications. Gained knowledge in various aspects of computing relevant to IT service management.