Debjyoti NagIT Service Management & Operations Professional
Service Delivery · Major Incident Management · Change Governance · ITSM Governance · Stakeholder Management · Operational Improvement
When technology operations feel chaotic, I help teams restore structure, clarity and reliability.
If you are hiring for IT operations leadership, I can help your team move from reactive firefighting to steady, predictable service delivery.
PMP · ITIL · Scrum certified — credentials that support the work, not define it
- Service Delivery
- Major Incident Management
- Change Governance
- ITSM Governance
- Stakeholder Management
- Operational Improvement
- ServiceNow
- Automation
- 12+
- Years keeping operations steady
- Service desk to ITSM governance
- 300+
- People trained to solve problems
- Technical training & mentoring delivered
- 24/7
- Operations coverage
- Always-on service delivery
Who I am
I have worked where your teams work
From the service desk through infrastructure operations and incident management into ITSM governance and service delivery — so I understand the pressure your teams are under.
Technology operations only improve when the people running them have structure, clarity and the right tools. I have spent 12+ years across Service Desk, Infrastructure Operations, Incident Management, Major Incident Management, Service Delivery, ITSM Governance and operational improvement, moving progressively from individual issues to the processes, teams and operating practices behind technology services.
“Technology operations should be predictable rather than permanently reactive. Good ITSM is not measured by how many processes an organisation has — it is measured by whether those processes help teams restore services faster, prevent recurrence and deliver a more reliable service to the business.”
What I fix
The operational problems I am brought in to address
If your team is dealing with any of these patterns, here is how I would help.
How I think
An incident is often a symptom, not the whole story
I do not look at IT operations as a collection of tickets, SLAs and processes. I look at how technology services actually behave under pressure.
When something goes wrong, my first priority is to understand the business impact and restore stability. But restoration is not the end of the conversation. I want to understand why the issue happened, why it was not prevented, why it was not detected earlier, whether the escalation worked, whether the right teams were involved, whether ownership was clear, and whether the underlying process contributed to the failure.
An incident is often a symptom. The real opportunity is understanding what the incident tells us about the wider operating model.
- 01
Stabilise
Restore the service and contain the business impact.
- 02
Understand
Establish what happened, who is affected, what is known and what remains uncertain.
- 03
Diagnose
Look beyond the immediate symptom and identify the underlying technical, process or ownership issue.
- 04
Improve
Change the process, governance, technology or way of working that contributed to the problem.
- 05
Measure
Use operational data to determine whether the change actually improved the outcome.
- 06
Standardise
Make successful improvements part of normal operations through documentation, automation, knowledge and governance.
Credibility
What working together looks like
Outcomes, career path and perspectives from people I have worked with.
Service reliability
- 01Faster, more consistent incident response through automated ServiceNow workflows, improving MTTA, accelerating MTTR, strengthening SLA compliance and reducing human bias.
- 02Quicker responder engagement through automated high-priority incident notifications integrating ServiceNow with MS Teams and Outlook via Copilot, reducing dependency on dashboard monitoring.
- 05Less project-induced disruption through operational readiness and Hypercare for the global rollout of Halcyon Anti-Ransomware and Palo Alto SD-WAN.
- 08Faster resolution of complex, long-standing incidents through cross-functional problem-solving, recognized globally as the go-to escalation resource.
Governance & process
- 03Fewer emergency changes through stronger Change Management governance, implementation planning and CAB readiness.
- 04Clearer accountability across strategic service partners through redesigned ServiceNow Incident workflows with development teams.
- 09More accurate incident correlation and cleaner licensing through a CMDB governance initiative that eliminated orphaned CIs and established CI ownership.
Ways of working
- 06Faster knowledge capture through AI-assisted Knowledge Management using ServiceNow native AI to auto-generate draft KB articles from resolved incidents.
- 07Clearer executive communication during major incidents through standardized templates and operational reporting.
- 10Consistently strong performance recognized twice as outstanding performer of the year with “Exceeding Expectations” ratings at Capita and Kantar.
My career story
“A steady move from the operational front line into operations leadership — improving the systems, processes and governance behind IT services.”
- 01
Service Desk
I started close to the user, understanding how technology problems affect people and business productivity.
- 02
Infrastructure & Technical Operations
I moved deeper into technology operations and infrastructure.
- 03
Incident Management
I moved into Incident Management and began coordinating teams, escalations and service restoration.
- 04
Leadership
I progressed into roles involving team leadership, operational coordination and service management.
- 05
ITSM & Major Incident Management
I moved into ITSM, Major Incident Management, Service Delivery and governance, working across technology teams and vendors.
- 06
Automation & AI-enabled ITSM
More recently, I have been applying automation, APIs, analytics, AI and RAG capabilities to ITSM problems.
Credentials
Training and tools behind the work
Credentials matter when they help deliver steadier operations.
Project Management Professional (PMP)
Project Management Institute
Industry-leading project management certification validating expertise in project planning, execution, monitoring, and closure across diverse IT initiatives, with hands-on delivery of complex IT transformation and infrastructure modernization programs.
Verify credential ↗
Certified ScrumMaster (CSM)
Scrum Alliance
Agile certification covering Scrum framework implementation, sprint planning, and cross-functional facilitation, applied to infrastructure projects and operational workflows.
Verify credential ↗
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft
Foundational cloud certification covering Azure services, cloud concepts, workloads, security, privacy, and pricing — essential for hybrid infrastructure and migration initiatives.
Verify credential ↗
Micro-Certification — Welcome to ServiceNow
ServiceNow
ServiceNow platform credential covering core platform navigation, data model, and application fundamentals underpinning ITSM workflow design and optimization.
Verify credential ↗
ITIL 4 Foundation
AXELOS / PeopleCert
Latest evolution of IT service management best practices covering the service value system, four dimensions of service management, value streams, and continual improvement for cloud-first environments.
ITIL V3 Intermediate
AXELOS
Advanced certification covering service strategy, design, transition, operation, and continual service improvement — core credential for enterprise IT service management frameworks.
Certified Ethical Hacker (CEH) v11 Training
EC-Council (Training)
Cybersecurity training covering penetration testing methodologies, vulnerability assessment, security audits, and defensive countermeasures for enterprise infrastructure.
Ken Blanchard — Servant Leadership
The Ken Blanchard Companies
People-first leadership methodology applied daily in managing cross-functional teams and mentoring technical professionals.
Google Technical Support Fundamentals
Google / Coursera
Certification covering technical support principles, troubleshooting methodologies, and systematic problem-solving for end-user computing experiences.
Free giveaway
MIM Guide — a free playbook for running major incidents
I built MIM Guide as a giveaway for operations teams and hiring managers who want to see how I think about major incident management in practice. It is a calm, ready-to-use resource for running a major incident bridge or maturing your MIM process — no signup needed.
- Free to use — no signup required
- Run your major incident bridge with a clear, step-by-step playbook
- Mature your MIM process using roles, cadence and escalation paths in plain language
- Practical templates your team can use during a live P1
Common questions
- What does the MIM Guide include?
- It includes a calm, step-by-step playbook for running a major incident bridge, clear role definitions, communication cadence, escalation paths and practical templates your team can use during a live P1.
- How can organizations use it for running operations?
- You can use it as-is during a major incident to keep the bridge structured, or as a baseline to mature your existing MIM process. It is designed for real operational pressure, not just theory.
- What does ‘no signup’ mean?
- There is no form to fill, no account to create and no email required. You open the guide and start using it immediately.
Anything else?
If it is not on this site, let us talk directly.
Whether you have a specific question, a role in mind, or just want to understand how I work, start a chat and I will respond as soon as I can.
Let's work together
Let's talk about what your operations team needs next
I am open to leadership and consulting conversations with hiring managers, service delivery directors and IT executives who need service delivery, major incident response, change governance and ITSM processes to work better — and to hold up under pressure.
Contact details are hidden behind a quick human check to keep bots and scrapers out.
Engagement approach
- 01Start with how operations actually behave today, not with a framework
- 02Identify the few changes that will create the most stability
- 03Implement with the team so improvements stick without constant oversight
- 04Leave behind clearer ownership, cleaner data and calmer incident response
Role alignment
- ITSM Specialist
- ITSM Consultant
- Service Manager
- Incident Manager
- Major Incident Manager
- Service Operations Lead
- Service Delivery
- ITSM Governance
- ITSM Transformation
- Operational Excellence
What colleagues say
Perspectives from people I have worked with
Managers, peers and teammates on what it is like to work together.
Deb worked in my team at Kantar, he is very knowledgeable in Service Management, particular strengths include his ability to manage escalations and find the way forward with incident management. He spent time with the major incident team providing guidance on best practice and solutions. He has particularly good knowledge when it comes to troubleshooting across multiple areas that may involve many different teams and technologies. Deb has built up his knowledge on network equipment and setup and demonstrated the ability to advise teams within this technical area. Deb is able to communicate across all levels in an organisation and collaborate with colleagues.
