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Pratyaydeepta Barua

@pratyaydeeptabarua

IT Service Delivery Leader at Cognizant Technologies, improving ITSM governance and coordinating service transitions and go-lives.

India

Message

At Cognizant Technologies, I lead and mentor a 20+ member ITSM team, aligning operational support with Agile delivery and service quality objectives. I use sprint analytics, SLA dashboards, and KPI tracking to guide performance and continuous service improvement.

I also serve as the Single Point of Contact for transitions and go-lives, supporting knowledge transfer and operational readiness. Earlier, at NTT Data, I delivered L2 application support across SAP (ERP), Oracle, and Mainframe systems; at Aegis, I provided L1 technical support and administered Active Directory services.

Experience

Work history, roles, and key accomplishments

Current

Tech Lead

Current

Cognizant Technologies

Aug 2021 - Present (5 years 2 months)

Leading and mentoring a 20+ member ITSM team, driving Agile delivery and service quality. Spearheading Continuous Service Improvement initiatives and strengthening service delivery governance.

ITSM Agile Delivery Scrum Incident Management Problem Management Change Management SLA Management KPI Tracking ServiceNow Jira Confluence Power BI Excel Microsoft 365 SharePoint Teams

Senior IT Associate

NTT Data

Jan 2018 - Jul 2021 (3 years 6 months)

Delivered L2 application support for SAP, Oracle, and Mainframe systems, ensuring high availability. Managed incident and service request backlogs with a strong SLA-driven approach and mentored L1/L2 support teams.

SAP Oracle Mainframe Incident Management Service Request Management Root Cause Analysis SLA Management Mentorship Application Support Deployment Upgrades

Process Associate

Aegis

Sep 2016 - Nov 2017 (1 year 2 months)

Provided L1 technical support across phone, email, chat, and ticketing channels. Administered Active Directory services and enforced SLA compliance through effective ticket prioritization and escalation management.

L1 support Incident Management Service Request Management ITIL Active Directory SLA Management Escalation Management Ticketing Systems