Sudeep Mukherjee

Operations Associate

Kolkata, West Bengal, India5 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

5+ years in ITSM and application support.
Expert in ServiceNow ITSM modules and ITIL practices.
Proven track record in incident management and SLA compliance.

Stackforce AI infers this person is a ServiceNow ITSM Consultant with expertise in enterprise-level production support.

Contact

Skills

Core Skills

It Service ManagementServicenow

Other Skills

Incident ManagementProblem ManagementChange ManagementKnowledge ManagementProduction SupportSplunkControl-MSQLPL/SQLPostmanWorkflow OptimizationSalesforce pxDatabase DebuggingITSMPerformance Tuning

About

ServiceNow ITSM Consultant and Application Support Engineer with 5+ years of experience in delivering L2/L3 support in 24×7 enterprise environments. Currently working with Tata Consultancy Services, supporting global clients across ITSM operations, ServiceNow platform, and production support. Expertise in Incident, Problem, Change, Request, and Knowledge Management aligned with ITIL best practices. Handson experience in ServiceNow ITSM modules including Incident, Problem, Change, CMDB, Service Catalog, and Reporting. Strong background in handling major incidents, coordinating bridge calls, supporting CAB governance, performing root cause analysis (RCA), and ensuring SLA/OLA compliance along with workflow optimization. Skilled in production support, log analysis, backend troubleshooting, and API validation using Splunk, Control-M, SQL/ PLSQL, and Postman. Proven ability to improve system stability, reduce MTTR, and enhance service delivery through automation and process improvements.

Experience

5 yrs 1 mo

Total Experience

2 yrs 6 mos

Average Tenure

3 yrs 4 mos

Current Experience

Tata consultancy services

2 roles

ITSM & Application Support Engineer

Promoted

Dec 2022 – Present · 3 yrs 4 mos

ServiceNow ITSM Consultant & Application Support Engineer with 5+ years of experience delivering L2/L3 production support in 24×7 enterprise environments. Currently working at TCS, supporting global clients across ITSM operations, ServiceNow platform, and critical production systems.
Experienced in managing Incident, Problem, Change, Request, and Knowledge Management aligned with ITIL best practices. Hands-on across ServiceNow ITSM modules including Incident, Problem, Change, CMDB, Service Catalog, Knowledge, and Reporting.
Skilled in Major Incident Management (P1/P2), leading bridge calls, driving cross-functional coordination, and ensuring faster service restoration with strong stakeholder communication. Proven track record in RCA, KEDB, SLA/OLA compliance, and continuous service improvement.
Strong technical expertise in production support & troubleshooting, including Splunk log analysis, Control-M batch monitoring, SQL/PLSQL backend validation, and Postman API testing. Experienced in workflow optimization, SLA monitoring, and reporting.
Exposure to ServiceNow consulting & implementation, including requirement gathering, workflow configuration, UI policies, and supporting integrations, testing, and deployments.

ServiceNowIT Service ManagementIncident ManagementProblem ManagementChange ManagementKnowledge Management+6