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CHINMAY BISWAS

@chinmaybiswas

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Seasoned IT Operations leader with expertise in service management.

India

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth opportunities.

I am a seasoned IT Operations leader with over 14 years of experience in managing complex enterprise-level IT functions. My specialization lies in ITIL Service Management, User and Privileged Access Management, and Information Security. I have a proven track record of transforming business requirements into robust IT strategies that enhance operational resilience and ensure regulatory compliance.

Throughout my career, I have successfully led multiple concurrent IT projects, driving process optimization and ensuring seamless service delivery. My solutions-oriented approach has allowed me to address critical IT challenges effectively, while my commitment to exceptional service quality has consistently resulted in high stakeholder satisfaction. I am passionate about leveraging my expertise to deliver value and drive success in every organization I work with.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Avalara Inc.

Jan 2024 - Present (1 year 7 months)

Served as the primary post-sales contact for clients, utilizing Salesforce CRM to manage case management systems, monitor ticket queues, and drive efficient issue resolution. Leveraged Salesforce CRM to track customer journey touchpoints, maintain detailed case documentation, and conduct root cause analysis (RCA).

Salesforce CRM Case Management Root Cause Analysis Microsoft Excel Data Analysis Cross Functional Collaboration Customer Success

Business Process Lead – Royal Shell Petroleum

Tata Consultancy Services Limited

Apr 2014 - Jan 2024 (9 years 9 months)

Led the end-to-end implementation and governance of User Access Management (UAM), Application Control Management, and Enterprise Access Management systems. Managed and executed ITIL aligned Access Management and IT Service Management lifecycles, including impact analysis, escalation handling, and root cause analysis (RCA).

ITIL Access Control Risk Assessment Problem Management Incident Management Compliance

Business Process Lead

Tata Consultancy Services Limited

Apr 2014 - Aug 2020 (6 years 4 months)

Monitored and maintained Windows Server and NetSeg systems, managed RDP access, user rights, and configured NAS storage with permissions. Led major incident management (MIM) process via ServiceNow, resolving high-impact issues and performing root cause analysis.

Windows Server ServiceNow Root Cause Analysis Splunk Active Directory Cybersecurity

Sr. Customer Consultant - Network & IT operations

Tech Mahindra Business Services Limited

Feb 2011 - Apr 2014 (3 years 2 months)

Managed user access for enterprise applications via BMC User Console, Sentinel V3/V4, and server tools, ensuring user provisioning, incident resolution, password resets, and account management. Collaborated with IBM MICA, IBM AXIS, and Flexcab teams to manage Role-Based Access Control and application-level security.

BMC User Console Access Management Incident Management Password Resets Account Management Role Based Access Control

Education

Degrees, certifications, and relevant coursework

Himalayan University

Master’s degree in Business Administration, Marketing

2014 - 2016

Completed a Master's degree in Business Administration with a specialization in Marketing. Focused on strategic marketing principles and their application in various business contexts.

Vivekanand Mahavidyalaya

Bachelor’s degree in Commerce, Commerce

2001 - 2004

Obtained a Bachelor's degree in Commerce, focusing on foundational business and financial principles. Developed a strong understanding of commercial practices and economic concepts.