Sulagna Ghosh
@sulagnaghosh
IT Service Operations and Global Change/Release leader driving SIAM, Agile delivery, and continual service improvement.
IndiaWhat I'm looking for
I’m an accomplished IT Service Operations & Global Change/Release Manager with 13+ years of experience leading enterprise IT operations, vendor governance (SIAM/ITIL), and Agile delivery across multi-vendor outsourced environments. I’m certified as a Professional Scrum Master (PSM-1) and bring a data-driven operational strategy to continual service improvement.
In my current role, I lead global Change & Release Management, enforce SIAM processes and SLAs, and drive cross-platform tool integrations—especially ServiceNow automations with ServiceNow-SOLMAN and ServiceNow-DevOps. I manage Demand Management in ServiceNow to shape enhancements and user stories, while spearheading Employee Engagement and Women’s Mentorship programs and coaching teams on ITIL best practices.
Experience
Work history, roles, and key accomplishments
Lead global change and release management for multi-vendor outsourced IT environments, enforcing SIAM/ITIL processes and SLAs. Drive ServiceNow automations and tool integrations (ServiceNow-SOLMAN and ServiceNow-DevOps) and support continual improvement and demand/Agile execution.
Administered Autosys, Nonstop, and AS400 infrastructure while handling incident/change management workflows. Built real-time operational monitoring dashboards using Splunk.
Served as Scrum Master across sprint cycles, facilitating ceremonies and removing team blockers to support on-time delivery. Managed enterprise batch operations (Autosys/Control-M/WCC), handled incident and RCA for Sev-1 outages, and oversaw performance reviews, leave, resource allocation, and onboarding.
Chaired CAB meetings, performed risk/impact assessment, and communicated deployment plans across global business stakeholders. Led CSI and automation initiatives, acted as a Sev-1 escalation point with RCA via KEDB, and managed Autosys upgrades, agent migrations (UNIX to Linux), patching, and shift/on-call scheduling.
Education
Degrees, certifications, and relevant coursework
UpGrad - IIIT Bangalore
Postgraduate Diploma in Data Science (Data Analytics), Data Science (Data Analytics)
2020 - 2021
Activities and societies: Capstone: Web & Social Media Analytics for market trend analysis.
Completed a PG Diploma in Data Science (Data Analytics) with a capstone focused on web and social media analytics and market trend analysis for mobile industry strategies.
Welingkar Institute of Management
Master of Business Administration (IT Project Management), IT Project Management
2016 - 2017
Activities and societies: ML in Python: Linear Regression for bike demand; Logistic Regression for lead optimization.
Earned an MBA focused on IT project management, including supervised machine learning projects in Python.
West Bengal University of Technology
Bachelor of Computer Applications (BCA), Computer Applications
2009 - 2012
Activities and societies: Tableau dashboards for IPL West Bengal sports statistics and Airbnb attribute trends.
Completed a Bachelor of Computer Applications (BCA) with coursework and projects including data visualization using Tableau.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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