Description

Prasenjit Chakraborty | IT Service Management (ITSM) & IT Project Manager

🚀 Summary: Results-driven IT Project Manager specializing in IT Service Management (ITSM) and seamless project delivery. I bridge the gap between complex technical infrastructure and strategic business needs. I help organizations optimize their IT operations, minimize downtime, and deliver scalable digital solutions on time and within budget.

🛠️ Core ExpertiseProject Management: Agile, Scrum, Waterfall, lifecycle management.

ITSM & Governance: ITIL frameworks, service desk optimization, SLA management.

Tools & Platforms: ServiceNow, Jira, Confluence, MS Project.

Change Management: Risk mitigation, stakeholder alignment, cross-functional leadership.

📈 Key Achievements: Successfully migrated 100+ legacy IT systems to cloud-based ITSM platforms.Reduced incident resolution time by 15% through automated workflows.Managed cross-functional teams of up to 11 engineers and developers.💼

How We Can Work Together: I am available for freelance missions across France and Europe (remote or hybrid). Whether you need to streamline your current IT services, launch a new software rollout, or implement strict ITIL processes, I ensure a structured, transparent, and efficient delivery.Let’s connect to discuss how I can accelerate your upcoming IT initiatives!

Industry field of expertise

Languages

English
Native or bilingual
French
Conversational

Workplace preferences

Can work on-site

Paris (up to 30km)

Esko Graphics India Pvt Ltd
Service Manager
October 2023 - Today (2 years and 10 months)
India
• • Delivered 200+ infrastructure provisioning, cloud expansion, and SaaS service requests annually, ensuring on-time execution and adherence to customer service commitments across global environments.
• • Led cross-functional collaboration across 5+ technical teams (Platform, Security, TechOps, DevOps, and Vendors) supporting customers across Europe, APAC, and North America, improving delivery efficiency by 25% through process standardization, workflow optimization, and streamlined cross-functional coordination.
• • Governed ITIL-based Incident, Change, and Problem Management processes for 100+ customer environments, reducing order rework by 20% and accelerating customer environment readiness through enhanced planning, validation controls, and stakeholder engagement.
IT Service Management IT Operations SAAS customer service ITIL
HCLTech
Endpoint Management & Service Operations Lead – Airbus (EU, APAC & US)
April 2021 - October 2023 (2 years and 6 months)
India
• • Supported 100,000+ enterprise endpoints across Airbus environments in Europe, APAC, and North America, ensuring operational stability, patch compliance, and service continuity.
• • Achieved 99.5% patch compliance and 95% application deployment success rates through SCCM, WSUS, automation, and standardized operational processes.
• • Coordinated Incident, Change, and Problem Management activities across cross-functional teams, providing service reporting, stakeholder communication, and continuous improvement recommendations to support SLA and KPI targets.
Capgemini Technology Services India Limited
Endpoint Management & IT Operations Specialist
December 2014 - April 2021 (6 years and 4 months)
India
• • Managed 50,000+ enterprise endpoints across global customer environments, delivering application deployment, patch management, and endpoint administration services through SCCM.
• • Improved device compliance from 88% to 97% through optimized deployment strategies, enhanced patch governance, and proactive remediation initiatives.
• • Developed compliance and deployment reporting solutions using SCCM and SQL, enabling data-driven decision-making and improving service visibility for infrastructure and operations stakeholders.