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Nabendu Biswas

@nabendubiswas1

IT Service Management & Release Specialist | Expert in Incident and Change Management Lifecycles with Proven Team Leadership Experience

India

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What I'm looking for

I am seeking a senior ITSM or L3 Release Management Lead role where I can lead cross-functional support teams and manage end-to-end delivery, incident, and change lifecycles. I want to join an environment where I can streamline deployment workflows, resolve critical issues, and collaborate closely with DevOps to keep systems stable and minimize service disruptions.

Accomplished IT Service Management Professional with over 5 years of experience leading 20-member cross-functional teams across L2/L3 production support, release, incident, and change lifecycles. Proven track record of managing end-to-end releases for Java, UNIX, DWH, and Cloud applications while maintaining 99.9% system uptime. A strategic liaison who collaborates with DevOps and QA to improve CI/CD pipelines via ServiceNow, Jenkins, and U-Deploy. Adept at optimizing release workflows, resolving high-priority incidents, and delivering root-cause analysis (RCA) to drive operational excellence and zero-compliance workforce management.

Experience

Work history, roles, and key accomplishments

L3 Incident and Change Management Engineer

Capgemini

Managed high-priority incidents to ensure minimal downtime, meeting aggressive SLAs and reducing business impact costs by 15%. Coordinated root cause analysis and implemented fixes to prevent recurrence of critical incidents.

Incident Management Change Management ServiceNow Root Cause Analysis SLA Management Monitoring Tools Run Books Playbooks Team Mentoring

L3 Release Management Engineer

Capgemini

Managed end-to-end release processes across QA, UAT, and Prod, collaborating with cross-functional teams to ensure timely delivery. Automated deployment pipelines using CI/CD tools, reducing deployment time by 30% and maintaining 99.9% system uptime.

Jenkins UDeploy Bitbucket CloudBees SVN ServiceNow Release Management CI CD Incident Management Change Management Production Support Root Cause Analysis Team Management

L2 Production Support Engineer

Capgemini

Resolved escalated incidents weekly, maintaining 98% SLA compliance and reducing system downtime by 15%. Conducted root cause analysis, managed incident tracking in ServiceNow and JIRA, and authored knowledge base articles.

Production Support Incident Management ServiceNow Jira Root Cause Analysis Monitoring Tools Troubleshooting Knowledge Base Management

Team Management

Capgemini

Led and mentored a team of 20 members, fostering accountability and improving productivity by 20%. Managed schedules, workload distribution, and training programs to ensure SLA adherence and reduce skill gaps.

Team Management Mentorship Performance Management Training SLA Management Cross Functional Collaboration Workforce Management

Education

Degrees, certifications, and relevant coursework

Techno India Hooghly

BCA, Computer Science

2015 - 2018

Grade: 7.77

Activities and societies: Participated in technical fests and coding competitions, strengthening teamwork and technical skills.

Gained foundational knowledge in computer programming, database management, networking, and software development, with hands-on experience through internships and workshops.

Kalyani University Experimental High School

Higher Secondary, Computer Science

Grade: 70%

Completed Higher Secondary Education with a specialization in Computer Science, building a solid understanding of IT fundamentals and undertaking practical projects.