Open to opportunities

Dibendu Chakraborty

@dibenduchakraborty

Message

I lead IT service delivery, improving SLA performance, incident resolution, and operational stability.

India

Message

What I'm looking for

I'm looking to lead service delivery and application support operations where I can improve SLA performance, reduce incidents through process optimization and automation, and build strong stakeholder relationships.

At Thoughtworks, I manage production support and service delivery for a critical insurance application, monitoring SLA performance, ticket backlogs, MTTR, MTTA, recurring incidents, and RCA actions. I also led service delivery for an AI-enabled multi-agent incident management proof of concept.

Across 17 years in IT, including 5 years in service delivery leadership at Capgemini and Thoughtworks, I’ve strengthened incident, problem, change, and capacity management, built BCP/DR plans, and facilitated Scrum teams. I focus on process optimization, stakeholder communication, and improving service stability through automation and data-driven insight.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

Thoughtworks Technologies (India) Private Limited

Sep 2025 - Present (1 year)

Managing production support and service delivery for a critical insurance domain application, focusing on incident, problem, and change management. Established daily operations reviews, weekly service reviews, and monthly governance meetings, and led an AI-enabled multi-agent incident management proof of concept.

Incident Management Problem Management Change Management SLA Management Service Delivery Stakeholder Management AI Multi Agent Systems Dashboard Reporting

Manager

Capgemini India Private Limited

Apr 2010 - Sep 2025 (15 years 5 months)

Oversaw application support to ensure seamless operation, customer satisfaction, and business continuity. Managed incident and problem processes, developed BCP/DR plans, mentored a Scrum team, and led technical migration projects.

Application Support Incident Management Problem Management SLA Management Business Continuity Disaster Recovery Scrum Agile .NET Windows Server Financial Management

Programmer / Analyst

Quinnox Consultancy Services Limited

May 2008 - Apr 2010 (1 year 11 months)

Served as onsite coordinator in the UK for knowledge transition and created standard operating procedures for support and maintenance. Collaborated across support groups to resolve incidents under SLA targets.

Knowledge Transition Standard Operating Procedures Incident resolution SLA Management Support Coordination

Developer

Datacomp Web Technologies

Aug 2007 - May 2008 (9 months)

Interacted with insurance agents and LIC development officers to gather requirements and develop enhancements. Conducted integration testing and provided user training and support.

Requirements Gathering Integration Testing User Training Support Insurance Domain