Shounak Manna
@shounakmanna
ITIL-certified Change and Service Management professional improving telecom and enterprise service stability.
IndiaWhat I'm looking for
I’m an ITIL-certified Change and Service Management professional with 4+ years of experience in telecom and enterprise support environments. I execute high-volume ITIL change requests, coordinate cross-functional teams, and keep service stability strong through structured risk management and data-driven decision-making. I focus on reducing service risk, improving processes, and ensuring consistent, high-quality service delivery.
In my roles, I’ve maintained a 98–99% change success rate and driven meaningful operational gains—cutting CAB approval delays by ~30%, reducing change cycle time by ~20%, and lowering repeat change-related incidents by ~15–20% through trend analysis and continuous improvement. I also strengthen delivery with Agile and ISO20k governance, KPI reporting, and AI-enabled process transformations using tools like ServiceNow, Remedy, Jira, and SharePoint.
Experience
Work history, roles, and key accomplishments
Managed 20–30 customer incidents weekly while maintaining 95%+ SLA adherence. Improved first-time resolution by ~20% via structured troubleshooting, knowledge reuse, and end-to-end ownership that reduced repeat queries and improved service efficiency.
Executed 100+ monthly ITIL change requests, achieving a 98–99% success rate and ensuring zero Sev1 outages during deployments. Led cross-functional teams to improve on-time execution (~25%), reduced CAB approval delays (~30%), and lowered repeat change-related incidents by ~15–20% through trend analysis and RAID log governance.
Education
Degrees, certifications, and relevant coursework
Shounak hasn't added their education
Don't worry, there are 90k+ talented remote workers on Himalayas
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Interested in hiring Shounak?
You can contact Shounak and 90k+ other talented remote workers on Himalayas.
Message ShounakFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
