Hi, I’m
Abhishek Sengupta
IT Service Management Leader
Hong Kong
Summary
Results-driven IT professional with over 15 years of extensive
experience in IT service management, specializing in major incident
management, change management, and problem management for
critical applications and infrastructure. Currently serving as a Senior
Manager at The Hong Kong Jockey Club, leading initiatives
that drive operational excellence and enhance incident management
protocols, achieving a 74.58% reduction in overall MTTR through
innovative re-engineering of methodologies. Proven track record at
The Walt Disney Company includes managing the Technology and
Operations Center for APAC, where incident inflow was reduced by
30%, maintaining a customer satisfaction index exceeding 95%, and
achieving 99.99% system availability. Committed to continuous
improvement and operational efficiency, with ITIL certifications
underscoring expertise in best practices that elevate business
objectives through technology.
Overview
15
years of professional experience
2
Certificates
3
Languages
Work History
The Hong Kong Jockey ClubHong Kong
Senior Technical Manager
10.2025 - Current
Job overview
- Operational Excellence & MTTR Transformation: Re‑engineered incident response governance and triage mechanics, redesigning KPI/measurement logic to remove non‑impactful durations and drive sustained MTTR improvement—including a 72%+ reduction in MTTR.
- Strategic Automation & Platform Delivery: Architected and delivered a unified incident operations platform, materially reducing operational friction and saving ~30 minutes per incident in communication and reporting effort.
- Hypercare Governance & Business Confidence: Established and institutionalized a structured Hypercare operating model for critical services during high‑impact racing/wagering events—tightening oversight, improving readiness, and increasing stakeholder confidence, while reducing crisis engagement time by 40%.
- Financial & Operational Risk Mitigation: Led coordinated recovery and command‑center oversight for high‑stakes outages and migrations, safeguarding Tier‑0 service continuity and protecting material revenue exposure over 50M HKD through disciplined restoration management and executive communications.
- Resilience, Coverage & Runbook Maturity: Directed operational planning and shift readiness improvements, driving stronger observability, repeatable runbooks, and 24x7 execution rigor to sustain reliability across critical IT services.
- Predictive Operations (MTTD): Shifted the monitoring posture from reactive to predictive through observability modernization and AI‑aligned service operations, improving early detection outcomes and reducing time‑to‑detect for service-impacting conditions.
The Walt Disney CompanySingapore
Senior Manager
06.2022 - 08.2025
Job overview
- 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.
Singapore Telecommunication LimitedSingapore
Service Manager
04.2020 - 06.2022
Job overview
- Enhanced Service Availability - Helped significantly improve the performance of Singapore Telecommunication'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.
Tata Consultancy Services LtdSingapore & India
Assistant Consultant
12.2010 - 03.2020
Job overview
- Production Management Lead, Citibank APAC & EMEA (November 2015–March 2020): led incident triage across 18 countries; recognized with Power of One and Amazing Work Ethics awards.
- Application Development Lead, Staples (April 2015–October 2015): led 7‑member Agile team delivering PO Tracking app and real‑time monitoring dashboard; earned Star of the Month/Quarter.
- Production Support Specialist, Farmers Insurance (April 2014–March 2015): delivered Fast Quote dashboard; 24x7 release & monitoring operations.
- Application Developer, TCS In‑House SaaS (December 2010–March 2014): business‑layer development, performance engineering; built internal tools and frameworks.
Education
Institute Of Technology And Marine EngineeringIndia
Bachelor of Technology from Computer Science And Engineering
04.2001
Skills
IT Service management
Major Incident Management
Problem Management
Change Management
Team Leadership & Management
System Reliability Engineering
Troubleshooting and problem resolution
Cross functional collaboration
Strategic Planning
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Technical Manager
The Hong Kong Jockey Club
10.2025 - Current
ITIL 4 Strategist - Direct, Plan And Improve
08-2022
Senior Manager
The Walt Disney Company
06.2022 - 08.2025
ITIL Foundation Level
08-2021
Service Manager
Singapore Telecommunication Limited
04.2020 - 06.2022
Assistant Consultant
Tata Consultancy Services Ltd
12.2010 - 03.2020
Institute Of Technology And Marine Engineering
Bachelor of Technology from Computer Science And Engineering
04.2001