Summary
Overview
Work History
Education
Skills
Languages
Total Work Experience
Courses Certifications
Certification
Timeline
Generic
Abhijeet Dey

Abhijeet Dey

Kolkata

Summary

Dynamic IT Audit Manager with a proven track record at Bandhan Bank, excelling in internal audit and IT governance. Expert in incident management and stakeholder engagement, I drive compliance and enhance project delivery. Recognized for improving audit closure rates and fostering vendor relationships, ensuring operational excellence and customer satisfaction. Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Audit Manager

Bandhan Bank
Kolkata
12.2023 - Current
  • Working as an IT Governance Professional at Bandhan Bank, my key responsibilities include overseeing bank-managed and vendor-based projects, ensuring all projects remain compliant with the required documentation in line with regulatory standards, both for internal and external audits.
  • Audit and Compliance Management: Managing interactions with external auditors. Ensuring the timely closure of audit observations.
  • Conducting monthly audits of Incident Management and guiding teams to resolve open points within the defined timeline.
  • Vendor Management and Governance:

    Providing in-depth guidance to vendors regarding compliance with Bank regulations.

    Conducting regular vendor audits and closely monitoring SLA and KPI adherence as per the Master Service Agreement (MSA).
  • Project Documentation and Onboarding:

    Facilitating the onboarding of new projects with all necessary documentation as per Agile and Waterfall methodologies.

    Supporting the Change Management team by providing all required artifacts for smooth project go-live.
  • SOP and Process Review:
    Updating Standard Operating Procedures (SOPs).
    Periodically reviewing and refining internal processes to align with governance standards.
  • Stakeholder Communication:
    Participating in monthly stakeholder meetings and providing updates on project governance, risks, and audit status.
  • Cross-Departmental Governance:

    Conducting quarterly governance reviews across departments to ensure compliance and alignment with bank-wide policies.

Quality & Delivery Excellence

LTIMindtree
09.2021 - 03.2023
  • Company Overview: Quality and delivery assurance, Incident Management, service desk, customer service
  • Started as Senior Engineer and got elevated to the position of Quality & Delivery Excellence.
  • Managed the projects assigned and assisted the Managers.
  • Kept the Project Managers and Delivery heads informed about the new changes and technologies to be used.
  • Scheduled and conducted project-wise internal audits.
  • Closely partnered with Onshore and Offshore leads to ensure compliance was maintained.
  • Audited incidents and cases as per the projects and checked if all guidelines were followed by the Engineers and best solutions were provided.
  • Checked on a quarterly basis the reviews given by clients, informed the Managers and leads about areas for improvement, and kept the project under watch to provide the desired results expected by clients.
  • Performed quality assurance reviews and provided feedback to the Delivery Teams.
  • Aligned process implementation to address customer feedback and helped achieve the highest levels of customer satisfaction.
  • Supported Delivery in complying with IT quality assurance procedures as per the LTIMindtree and customer-specific processes.
  • Administered client relationship and support management, including application support and training, while ensuring high levels of customer satisfaction.
  • Ensured proper tracking and documentation of incidents, providing regular updates to clients and senior operations managers.
  • Provided incident management reporting to executive teams, including global information updates and summary reports.
  • Oversaw the migration process of client employees' laptops/desktops, including O365, Software Centre, and Active Directory.
  • Established and maintained effective coordination with vendors for all planned activities and tasks.
  • Provided guidance to vendors on migration and reimaging procedures for desktops and laptops.
  • Managed and performed troubleshooting steps post-migration, offering technical assistance when needed.
  • Mentored junior engineers on troubleshooting techniques following the migration process.
  • Ensured timely completion of project deliverables and provided regular communication updates to project stakeholders.
  • Leveraged technology to issue all communications and managed key stakeholder relationships.
  • Formed collaborative action plans with specific actions, roles, and deadlines, and ensured their completion.
  • Maintained and updated all administration and reports, including contact information, technical diagrams, and post-major incident reviews.
  • Supported and nurtured process improvements and improvements to the knowledge base.
  • Quality and delivery assurance, Incident Management, service desk, customer service
  • Highlights: ITIL V4(Foundation) ISO 20000 (Lead Auditor)
  • As Senior Engineer Tools: SCCM, Software Centre, Jump Server, Active Directory

Incident Analyst

HCL Technologies Limited
11.2020 - 06.2021
  • Managed a team and supervised daily activities, including performing troubleshooting steps, handling outages, and providing technical solutions to clients.
  • Also responsible for managing and assisting HNI clients with their technical needs.
  • Oversaw all Service Level (SLAs) and Key Performance Indicators (KPIs) for all service lines.
  • Supported the team in resolving technical issues by providing guidance and promptly addressing internal and external escalations.
  • Prepared timely reports for clients, ensuring prompt acknowledgement, assignment, and queue management of tickets.
  • Analyzed and reviewed actual service performance against SLAs and Operational Level Agreements (OLAs), providing reports to key stakeholders.
  • Collaborated within a matrix management and delivery structure to oversee technical and Subject Matter Expert (SME) projects assigned by management.
  • Adhered to communication processes for priority 1 and priority 2 cases.
  • Ensured adherence to processes and effectively utilized escalation matrices to engage appropriate technical teams and management.
  • Closely monitored ticket queues, ensuring timely and accurate updates on ticket status.
  • Responded to customer and internal escalations, implementing suggested actions.
  • Utilized Global ISM tool for creating service requests, incident requests, problem requests, change requests, and so on.
  • Followed standard procedures for escalating unresolved issues to the appropriate internal teams.
  • Managed incident management process, providing technical support to employees for applications and corporate infrastructure.
  • Proficient in ITSM Remedy Tool, operating systems, Active Directory services, Microsoft Office Professional 2010 issues, virtual machines, and various alerts.
  • Authorized to reset and unlock passwords for various web-based application.
  • Served as a focal point for Knowledge Management (KM) activities.
  • Conducted training for new hires in the process and scheduled weekly team meetings to share process updates.

Incident Analyst

Tata Consultancy Services
04.2018 - 02.2020
  • Engaged in analysis of orders for an Australian project.
  • Executed troubleshooting procedures and delivered effective client solutions.
  • Provided support as a substitute for the Root Cause Analyst, involving communication and guidance to key technical support personnel in IT Operations to investigate the underlying causes of recurring or high-priority level 1 and 2 issues.
  • Successfully mitigated recurring outages by identifying and documenting root causes, and ensuring the implementation of preventive measures.
  • Monitored Dashboards and promptly reported any discrepancies by creating incidents on ICM.
  • Assumed responsibility for user-reported issues and provided timely resolutions.
  • Conducted comprehensive research, diagnosis, troubleshooting, and identification of solutions to address user problems.
  • Proficient in managing issues based on their severity levels (P1, P2, and P3).
  • Accountable for adhering to Process Service Level Agreements and achieving Key Performance Indicators.
  • Conducted thorough issue analysis, prioritized tasks, and collaborated with resolver teams to promptly resolve issues in accordance with the SLA.
  • Collaborated with third-party vendor teams to resolve issues effectively.

Technical Support Engineer

Teleperformance
Indore
02.2017 - 02.2018
  • Resolved technical issues for customers via phone and chat support.
  • Provided troubleshooting assistance for software and hardware problems.
  • Documented customer interactions in ticketing system for future reference.
  • Trained new staff on technical support best practices and tools.
  • Escalated unresolved issues to higher-level technical teams for further investigation.
  • Delivered exceptional customer service while maintaining professionalism under pressure.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Collaborated with teams to solve technical customer problems across product suites.

Logistics Manager

Delhivery Logistics
Jabalpur, Sikkim
10.2015 - 06.2016
  • Managed inventory levels to ensure timely supply chain operations.
  • Coordinated shipments with carriers to optimize delivery schedules.
  • Developed relationships with vendors for improved service quality.
  • Trained team members on best practices in logistics management.
  • Worked collaboratively with customers and staff at various levels.
  • Created reports to track shipment progress, delivery times, and costs associated with transport.
  • Resolved customer complaints related to shipping issues or delays in transit times.
  • Managed day-to-day shipping and receiving, overseeing large number of packages in 24-hour period.

Education

MBA/PGDM -

Sikkim Manipal University (SMU)
INDORE
01.2013

B.Com -

Govindaram Saksarya College of Commerce And Economics
JABALPUR
01.2008

XIIth - English

ST. Gabriels HS School
Jabalpur
01.2005

Xth - English

ST.Gabriels HS School
Jabalpur
01.2003

Skills

  • Internal Audit
  • Incident Management
  • Project Management
  • Operations Management
  • IT Security
  • IT Governance
  • Data Analytics
  • Customer Service
  • Delivery Excellence
  • Process improvement
  • Stakeholder engagement
  • Problem solving

Languages

  • English
  • Hindi
  • Bangla

Total Work Experience

9 Years 0 Month

Courses Certifications

  • ISO 20000(Lead Auditor)
  • ITIL AWARENESS V4(Awareness)

Certification

  • ISO 20000
  • ITIL V4

Timeline

IT Audit Manager

Bandhan Bank
12.2023 - Current

Quality & Delivery Excellence

LTIMindtree
09.2021 - 03.2023

Incident Analyst

HCL Technologies Limited
11.2020 - 06.2021

Incident Analyst

Tata Consultancy Services
04.2018 - 02.2020

Technical Support Engineer

Teleperformance
02.2017 - 02.2018

Logistics Manager

Delhivery Logistics
10.2015 - 06.2016

MBA/PGDM -

Sikkim Manipal University (SMU)

B.Com -

Govindaram Saksarya College of Commerce And Economics

XIIth - English

ST. Gabriels HS School

Xth - English

ST.Gabriels HS School

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Abhijeet Dey