Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Languages
Timeline
Generic

ANIRBAN BANERJEE

BENGALURU

Summary

IT Service Manager with 9 years of professional experience, specialized in Change, Problem and Service Level Management along with Agile framework. Adept at managing diverse resolver teams and liaising with internal and external stakeholders. Experienced in building modules from scratch, revamp existing models and setting up processes according to the client's need. Have an Eye for detail and strive for perfection in everything I do.

Always willing to go that extra mile for Client satisfaction in Service Delivery.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Cross Functional Service Manager

Unisys India PVT. LTD.
BANGALORE
07.2018 - Current
  • POC for process related questions or issues and responsible for facilitating process related meetings such as Daily operations, Change Advisory Board, Problem Review Board
  • Ensuring that contractual service support requirements are understood and managed.
  • Ensuring effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
  • Responsible for presenting operational and service level reports and explaining service level support available to internal or external customers.
  • Responsible for facilitating Unisys standard processes for ITIL core functions such as Change Management, Problem Management, Service Level Management.
  • Supporting comprehensive platform upgrade testing for ITSM processes.
  • Responsible for monitoring SM team for prompt resolution of client service queries.
  • Always ensuring client satisfaction through managing operations, projects, resolving reliability issues, tracking service metrics, reviewing monthly reports before presenting to client
  • Working closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.

Service Management Analyst

NTT DATA
BANGALORE
03.2017 - 03.2018
  • Analysis and reporting of incident trend data to identify and enable elimination of root causes.
  • Initiating actions to fix potential interruptions to service and managing root cause analysis between technical teams.
  • Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure.
  • Coordinate internally with other ITIL process like Change,Incident, problem and Stakeholder management.
  • Production of statistics and reports to demonstrate performance of the Problem Management process
  • Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure
  • Leading and facilitating post-mortem investigations into high impact faults

Senior Technical Analyst

Convergys
BANGALORE
11.2015 - 02.2017
  • Acting as a Regional central point of escalation for the Incident user community and technology management, addressing issues and resolving conflicts.
  • Ability to drive organizational culture and strategy for a regional team.
  • Partnering with senior stakeholders, vendors, and teams globally, across all levels of the organization, and influence decisions that can have a direct impact on operational stability.
  • Continually enhance and improve services delivered to business and technology group through continual service improvements methodologies.

Escalation / Risk Analyst

XL Dynamics PVT. LTD.
NAVI MUMBAI
11.2014 - 07.2015
  • Act as the point of escalation for technical issues that cannot be resolved by Level 1 and Level 2 support
  • Assess and prioritize escalation incidents and requests based on their impact and urgency.
  • Coordinate and assign escalated tickets to Level 2, Level 3, other support teams or appropriate resolver groups
  • Ensure all escalations are properly documented, tracked, and communicated to relevant stakeholders

Education

B.TECH - ECE

PAILAN COLLEGE OF MANAGEMENT AND TECHNOLOGY
KOLKATA
05-2014

HIGHER SECONDARY EDUCATION - SCIENCE

NATIONAL HIGH SCHOOL
KOLKATA
06-2009

SECONDARY EDUCATION -

NAVA NALANDA HIGH SCHOOL
KOLKATA
05-2007

Skills

  • Service Management
  • Strong analytical skills
  • Team Player
  • Customer Success
  • Stakeholder Management
  • Agile
  • Complex Problem Solving

Accomplishments

· Achieved 20-25% incident reduction through proactive trend analysis through implementation of automation, identifying proper pain areas.

· Automation through MIM Module has helped reduce 50% of the manual tasks which were performed earlier. Communications – 2018 (36 mins) and 2020/21 (12 mins)

· Recognized by client for reducing the downtime by 150 Hours by streamlining the problem management process as it helped to identify correct root cause and implement proper preventive actions to reduce the recurrence. Also designed the problem management module in ServiceNow for doing effective problem management process. Introduced 100+root cause codes, task classification, 5why module in tasks, restricted access to PM module for problem managers only.

· Consistently met service levels for the past year by identifying ServiceNow glitches, ensuring process adherence, and collaborating with technical teams to address pain points.

Affiliations

  • Music
  • Table Tennis
  • Football
  • E-SPORTS
  • CRICKET
  • TRAVELLING

Certification

  • ITIL 4 FOUNDATION
  • ITIL V3 FOUNDATION

Languages

Bengali
First Language
ENGLISH
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1

Timeline

Cross Functional Service Manager

Unisys India PVT. LTD.
07.2018 - Current

Service Management Analyst

NTT DATA
03.2017 - 03.2018

Senior Technical Analyst

Convergys
11.2015 - 02.2017

Escalation / Risk Analyst

XL Dynamics PVT. LTD.
11.2014 - 07.2015

B.TECH - ECE

PAILAN COLLEGE OF MANAGEMENT AND TECHNOLOGY

HIGHER SECONDARY EDUCATION - SCIENCE

NATIONAL HIGH SCHOOL

SECONDARY EDUCATION -

NAVA NALANDA HIGH SCHOOL

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