Abhishek Sengupta
Senior Manager - IT at The Walt Disney Company
Singapore
Summary
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.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
3
3
Languages
Work History
Senior Manager
The Walt Disney Company
Singapore
06.2022 - Current
- Established Disney Technical Operations Center for APAC - Spearheaded the recruitment and training of service management analysts, and incident commanders to build a robust 'Follow the Sun' command center team within one financial quarter, ensuring 24x7 technology support and operations.
- Major Incident Commander - Successfully commanded major incidents (severity 1 & 2) by triaging critical incidents across application and infrastructure teams, while maintaining ongoing incident communication to all stakeholders, focusing on immediate resolution within defined SLA.
- Problem Management - I lead the problem management group instituting protocols to proactively address service bottlenecks through root cause analyses and permanent fixes eliminating repeated incidents.
- Change Management - Led planning sessions across cross-functional teams for streamlining change management process to align business goals and foster collaboration, meeting 100% change readiness and attaining 0.01% change downtime.
- Enhanced Performance Metrics - Created a system for tracking service performance using ServiceNow, introducing metrics like Mean Time To Detect (MTTD), Mean Time To Respond (MTR), and Mean Time To Resolve (MTTR), to help attain 99.99% system availability.
- Established Site Reliability Capabilities - Hired and led a team of SRE's to develop APM monitors for application and infrastructure using tools like BigPanda, Datadog, Splunk, Grafana, Pagerduty achieving 1 minute detection time and engagement time.
- Cultivated Partnerships - Engaged with Disney Parks and Entertainment units to build partnerships and continued business by establishing shared platform for handling Major Incidents and Service Requests and thus attaining more than 95 CSI score.
- Automated Processes - Implemented an automated communication model for incidents, problems and changes enhancing communication efficiency by integrating ServiceNow, Slack, MS Teams, Outlook, Azure AD, AWS and Java Spring.
Service Manager
Singtel
Singapore
04.2022 - 06.2022
- Enhanced Service Availability - Helped significantly improve the performance of Singtel's mission-critical applications by 30% within the Digital Technology domain, resulting in increased uptime and reliability thus establishing IT Application Manager duties.
- Service Level Agreement Management - Regularly reviewed Service Level Agreement (SLA) reports with key stakeholders and service providers, ensuring adherence to service quality standards and help identify significant scopes of cost optimization by 200K SGD.
- Incident Management - Led cross-functional teams to swiftly troubleshoot and resolve complex incidents, effectively communicating updates and maintaining service continuity, which minimized downtime to 0.01% annually.
- Service Improvement Plans - Developed and implemented Service Improvement Plans (SIPs) for SLA failures, incorporating automated incident detection and triaging processes that reduced overall incident turnaround time. Proactively identified bottlenecks and facilitated resolution strategies to reduce incident inflow by 30%.
- Vendor Management And Audits - Conducted periodic reviews and audits of Master Service Agreements (MSA) and Order Service Agreements (OSA) with key vendors, enhancing service baselines and ensuring audit readiness, thus annually reducing operational cost by 200K SGD.
- End-of-Life Remediation - Proactively served as Program Manager to identify and remediate end-of-life software and hardware components, mitigating service disruption, reducing costs by .5M SGD, and ensuring continuous availability of services.
Assistant Consultant
Tata Consultancy Services Ltd
Singapore
12.2010 - 03.2020
- Production Management Lead | Citibank APAC & EMEA (Nov 2015 - Mar 2020) - Led Production Management and Major Incident Triage, ensuring rapid resolution of major incidents and maintaining SLAs. Collaborated with 18 countries to enhance service quality and customer satisfaction. Recognized with Citibank Power of One and Amazing Work Ethics Awards. •
- Application Development Lead | Staples Inc (Apr 2015 - Oct 2015) - Led requirement gathering and development, directing a 7-member Agile team. Developed a Purchase Order Tracking Web Application and a real-time monitoring dashboard. Awarded TCS Star of the Month and Star of the Quarter for exceptional client satisfaction.
- Production Support Specialist | Farmers Insurance Group (Apr 2014 - Mar 2015) - Developed the Farmers Fast Quote Dashboard and provided 24/7 support for key applications. Automated monitoring and managed release coordination.
- Application Developer | TCS In-House Cloud Product - SAAS (Dec 2010 - Mar 2014) - Engaged in Business Layer Development and designed scalable applications. Developed the Biz-Tools and DICE Framework, focusing on performance and user requirements. Created various applications while exploring new technologies.
Education
Bachelor's Of Technology - Computer Science And Engineering
Institute of Technology And Marine Engineering
India 01.2006 - 01.2010
ISC - undefined
National Gems Higher Secondary School
01.2005 - 01.2006
ICSE - undefined
National Gems Higher Secondary School
01.2003 - 01.2004
Skills
IT Service management
undefinedCertification
ITIL 4 Strategist - Direct, Plan And Improve
Awards
- Citibank Power Of One Award
- Citibank Amazing Work Ethics Award
Languages
English
Bilingual or Proficient (C2)
Interests
Sports
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- 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.
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Career advancementPersonal development programsWork-life balanceCompany CultureTimeline
ITIL 4 Strategist - Direct, Plan And Improve
08-2022
Senior Manager
The Walt Disney Company
06.2022 - Current
Service Manager
Singtel
04.2022 - 06.2022
ITIL Foundation Level
08-2021
Assistant Consultant
Tata Consultancy Services Ltd
12.2010 - 03.2020
Bachelor's Of Technology - Computer Science And Engineering
Institute of Technology And Marine Engineering
01.2006 - 01.2010
ISC - undefined
National Gems Higher Secondary School
01.2005 - 01.2006
ICSE - undefined
National Gems Higher Secondary School
01.2003 - 01.2004
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