Abhishek Sengupta

I have 15 years of IT experience, specializing in IT service management, major incident management, change management, and problem management for critical applications and infrastructure. I'm certified in ITIL and ITIL Strategist - Direct, Plan and Improve, showcasing my proficiency in best practices for IT service management and governance.

Currently as a Senior Manager at The Walt Disney Company, I lead the Technology and Operations Center (command centre) for APAC.I command and drive Severity 1 and Severity 2 incidents to resolution within the defined SLA, focusing on immediate mitigation, minimizing customer impact, while communicating updates to business and C-Level stakeholders at regular intervals. I have designed and implemented observability platforms, enhancing proactive issue detection and reducing detection time and engagement time to 1 minute and help attain 99.99% system availability.

In my previous roles , I reduced incident inflow by 30% for mission-critical applications, attaining more than 95 CSI score and cutting costs by SGD 500K through end-of-life remediation strategies. I optimized cost to Vendor by 200K SGD through SLA optimizations and strategic handling of incident inflow volume.

• Citibank Power Of One Award
• Citibank Amazing Work Ethics Award

• Incident detection time reduction to 1 minute.
• Leading and Commanding major incident (Severity 1 & 2) resolution.
• Helped organization attain 99.99% system availability.
• Helped organization reduce software cost by .5M SGD through end-of-life remediation
• Reduced incident inflow by 30% through RCA and permanent fixes and strategic handling.