Abhijit Dutt
Operations Lead
Kolkata,WB
Summary
Currently working as an Operations Lead with a demonstrated history of working in the information technology and services industry. Skilled in Service-Level Agreements (SLA), People Management, IT Service Management, and Mobile Applications.
Overview
3
3
Languages
1
1
Certification
13
13
years of professional experience
Work History
Operation Lead
Capgemini
Kolkata
01.2020 - Current
- Responsible for Service Delivery for NA region accounts
- Responsible for SLA’s & KPI’s.
- Service Improvement opportunities.
- Implementing automation.
- Generating savings and benefits for clients.
- Performed quality control and monitored QA
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Organized internal audits and led efforts to determine and remedy deficiencies.
Operational Risk Management
Capgemini
Kolkata
09.2019 - 12.2019
- Operational Risk Management (Delivery Excellence).
- Responsible for Operational Risk Management.
- Drafting and Creating Process documentation.
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
- Advised senior managers on policy strategies for reducing liability and preventing losses.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Monitored industry, technological and economic developments to stay current on potential risks.
Service introduction/Risk and CSI Manager
Capgemini
Kolkata
06.2018 - 08.2019
- Responsible for Service Introduction.
- Responsible for Risk Management.
- Responsible for Continuous Service Improvement.
- Creating Risk quality and Identification process documentation.
- Project Management documentation on MS Project.
- Created Work orders and collaborated with PM’s and Client on deliverables.
- Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs.
- Measured performance against process requirements to align improvement to performance shortfalls.
Operations Delivery Manager
Capgemini
Kolkata
12.2017 - 05.2018
- Responsible for Service Delivery for NEU Region Accounts
- Trained, coached and mentored staff to support smooth adoption of new Service Now platform.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Trained new hires, providing information and insight into corporate policies and procedures.
- Implemented escalation procedures to effectively handle time-sensitive issues.
Release Manager
Capgemini
Kolkata
12.2013 - 09.2017
- Responsible for Service Delivery in WPS (Workplace Services)
- Handling the Tata Corus UK environment and NESTE
- Coordinated scheduled releases and updates.
- Chaired daily project meetings using Agile methodologies and Scrum formats.
- Collaborated with project stakeholders, including developers, quality assurance team members and business analysts.
- Planned and orchestrated end-to-end processes
- Managed release validation through development, testing and production phases.
- Oversaw deployment of operating system patches, security improvements and hardware compatibility updates.
- Managed simultaneous and multiple releases across various platforms and within diverse portfolios.
Team Lead
Capgemini
Kolkata
12.2010 - 11.2013
- Lead a group of 50 individuals making up the ITICS West Team, which was the internal Technical Helpdesk for Capgemini UK & NA Regions.
- Provide technical support and solutions to first line analysts and manage a level two back office team.
- Handle escalations.
- Creating Reports audits and quality checks.
- Review, check and manage OTACE reports and survey methods for
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Participated in cross-functional team-building activities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Change Manager/Purchasing Manager
Capgemini
Kolkata
05.2008 - 02.2010
- Part of Multi Client Desk. Transferred process of Change Management from Inverness to Kolkata for client Virgin Trains.
- Effectively managed Change Manager Role involving logging Changes and liaising with other support teams for infrastructural changes within the organization.
- Effectively managed Purchasing Manager Role involving hardware/ software purchasing orders and liaising with online/onsite vendors.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
Level 2 Technician
Wipro BPO
Kolkata, WB
08.2007 - 05.2008
- Shadowing Team of 12 agents by constantly providing resolution and coaching agents.
- Resolving unresolved and escalated issues of agents and providing resolution by calling back customers.
- Driving Teams scores in respect to ANIRR, CE and XPR
- Involved in Web Development.
- Developed Company Websites and created web templates for clients.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
Diploma in E-Commerce -
ELNet-3L Academy (IIT KGP)
Kolkata, WBBachelor of Commerce -
St.Xavier’s College
Kolkata, WBICSE/ISC (X/XII) -
Don Bosco Park Circus
Kolkata, WBSkills
Operational leadership
Accomplishments
- Completed Harvard Connected Manager Programme
- Recognized and awarded as a performer in 2021 Q1 – CIS-NA-MS Emp Reward & Recognition
- Rewarded by Client and stakeholders with performance bonus for 2020
- Won the Challenging the status quo for Q3 & Q4 2020 UGCC RnR
Certification
Certified ITIL v3
Timeline
Operation Lead
Capgemini
01.2020 - Current
Operational Risk Management
Capgemini
09.2019 - 12.2019
Service introduction/Risk and CSI Manager
Capgemini
06.2018 - 08.2019
Operations Delivery Manager
Capgemini
12.2017 - 05.2018
Release Manager
Capgemini
12.2013 - 09.2017
Team Lead
Capgemini
12.2010 - 11.2013
Change Manager/Purchasing Manager
Capgemini
05.2008 - 02.2010
Level 2 Technician
Wipro BPO
08.2007 - 05.2008
ICSE/ISC (X/XII) -
Don Bosco Park Circus
Bachelor of Commerce -
St.Xavier’s College
Diploma in E-Commerce -
ELNet-3L Academy (IIT KGP)
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