ANJAN DAS
IT professional
Kolkata
Summary
Service Delivery and Operations Management professional with 14 years of experience in TCS across retail, supply chain, procurement, logistics, utilities, banking operations, ERP support, ITSM, incident management, stakeholder management, and centralized command center operations. Proven expertise in managing production operations, critical incident handling, service request management, SOP documentation, process audits, reporting, onboarding, team coordination, vendor and business stakeholder communication, and business impact analysis. Experienced in working as a domain SME across Retail, Utilities, Banking, Procurement, Supply Chain, Logistics, Inventory Management, Shipment Management, Invoicing, POS Integration, ERP Operations, AX Dynamics job monitoring, and ServiceNow-based ITSM operations. Adept at translating business and service problems into clear technical context for engineering, support, infrastructure, and leadership stakeholders. Technology-aware operations leader with working exposure to ServiceNow, ERP systems, POS integrations, Docker basics, AWS Console, production monitoring, incident lifecycle management, and GenAI ecosystem concepts including agentic frameworks, contextual memory, and integration of systems of record with GenAI layers.
Service management professional with extensive expertise in delivering and optimizing service operations. History of streamlining processes and improving client satisfaction through robust project management and strategic initiatives. Focused on team collaboration and achieving results, known for adaptability and reliability.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Service Delivery Manager / Retail ERP Operations — Retail/CPG Domain
Tata Consultancy Services
01.2022 - Current
- Responsible for managing retail production operations, ERP monitoring, ITSM service delivery, command center coordination, and stakeholder communication for a global retail account.
- Key Responsibilities:
- Lead centralized command center operations for retail production support, incident management, service request management, and operational reporting.
- Manage AX Dynamics job monitoring and coordinate with technical teams for failure analysis, job recovery, and business impact communication.
- Handle critical production failures by performing impact analysis, coordinating with application, infrastructure, ERP, and business teams, and driving resolution communication.
- Manage ServiceNow-based incident and service request lifecycle, including ticket triage, assignment coordination, escalation, reporting, and closure governance.
- Act as SME for retail operations, ERP process flows, POS integration support, replenishment process, order flow monitoring, and account maintenance activities.
- Analyze historical order patterns to support replenishment forecasting and operational planning.
- Coordinate with multiple stakeholder layers including business users, technical teams, support teams, leadership, and client-side operations teams.
- Translate business issues into technical problem statements for engineering and support teams.
- Prepare operational reports, incident summaries, service performance updates, and management communication.
- Lead and coordinate account maintenance team activities, workload planning, communication, and issue resolution.
- Key Skills Used: Retail ERP, Microsoft Dynamics AX, POS Integration, ServiceNow, ITSM, Incident Management, Command Center Operations, Service Delivery, Stakeholder Management, Reporting, Replenishment, Order Analysis
Supply Chain, Procurement & Logistics SME — Supply Chain Domain
Tata Consultancy Services
01.2018 - 01.2021
- Worked as a domain specialist supporting procurement, supply chain, logistics, inventory, invoicing, shipment, audit, and compliance-related operations.
- Key Responsibilities:
- Served as SME for procurement, supply chain, logistics, vendor coordination, shipment management, inventory management, and invoicing processes.
- Coordinated with vendors, internal teams, business stakeholders, and operational users to resolve process and transaction-related issues.
- Supported vendor negotiation processes, procurement documentation, shipment tracking, and inventory-related operational control.
- Conducted project audits, compliance checks, process documentation, and operational reporting.
- Identified process gaps and supported improvement initiatives across supply chain and logistics operations.
- Maintained SOPs, compliance documents, and operational knowledge assets for the account.
- Collaborated with technical and business stakeholders to resolve operational bottlenecks and improve process reliability.
- Key Skills Used: Supply Chain Management, Procurement, Logistics, Inventory Management, Shipment Management, Vendor Coordination, Invoicing, Compliance, Audit, Process Documentation
Banking Operations SME / Customer Complaint Handling Specialist
Tata Consultancy Services
01.2017 - 01.2018
- Supported banking domain operations with focus on customer complaint handling, query resolution, SAP legacy system usage, and process coordination.
- Key Responsibilities:
- Managed customer complaints, query handling, and banking operations support.
- Worked with SAP legacy systems to track, validate, and support business process requests.
- Coordinated with internal teams for issue resolution, documentation, and customer communication.
- Ensured process adherence and timely closure of operational queries and complaints.
- Supported reporting, issue tracking, and operational governance activities.
- Key Skills Used: Banking Operations, Customer Complaint Handling, SAP Legacy Systems, Query Management, Process Support, Documentation
Quality Analyst / Process Quality & Training Specialist
Tata Consultancy Services
01.2014 - 01.2016
- Managed quality audits, process governance, SOP documentation, training, onboarding, and critical incident support for account operations.
- Key Responsibilities:
- Conducted quality audits across account processes to ensure compliance, accuracy, and process adherence.
- Prepared and maintained SOP documentation, training materials, audit reports, and process improvement documents.
- Conducted training sessions for new joiners and existing team members.
- Supported onboarding activities and knowledge transfer processes.
- Handled critical incidents by coordinating with relevant stakeholders and documenting resolution steps.
- Identified recurring process gaps and recommended improvements to improve operational quality.
- Key Skills Used: Quality Analysis, Process Audit, Training, Onboarding, SOP Documentation, Critical Incident Handling, Compliance, Reporting
Process Enabler / Utilities Domain SME — Utility Domain
Tata Consultancy Services
01.2012 - 01.2014
- Worked as process enabler and SME in the Utilities domain, supporting operational process execution, issue handling, and domain knowledge management.
- Key Responsibilities:
- Built strong domain expertise in utilities operations and account-specific business processes.
- Supported process execution, issue resolution, operational documentation, and team knowledge sharing.
- Acted as SME for process queries, operational exceptions, and domain-specific guidance.
- Maintained process documentation and supported continuous improvement activities.
- Coordinated with team members and stakeholders to ensure smooth process delivery.
- Key Skills Used: Utilities Domain, Process Enablement, SME Support, Operations Support, Documentation, Process Improvement
Education
Associate of Arts -
Calcutta University
Kolkata, India09-2010
Skills
- Service Delivery & IT Operations: Service Delivery Management, IT Operations Management, Production Support, Centralized Command Center, Major Incident Management, Critical Failure Handling, Service Request Management, SLA Coordination, Escalation Management, Business Impact Analysis, RCA Coordination, Operations Governance
- ITSM & Tools: ServiceNow, Incident Management, Service Request Management, Ticket Lifecycle Management, SOP Documentation, Knowledge Management, Reporting, Audit Documentation, Process Compliance
- Domain Expertise: Retail Operations, Retail ERP, POS Integration, Replenishment, Order Analysis, Utilities Domain, Banking Operations, Customer Complaint Handling, Procurement, Supply Chain, Logistics, Inventory Management, Shipment Management, Vendor Coordination, Invoicing
- ERP & Business Systems: Microsoft Dynamics AX Monitoring, ERP Operations Support, SAP Legacy Systems, POS Systems, Order Forecasting, Replenishment Support, Business Process Monitoring
- Leadership & Stakeholder Management: Team Management, Account Maintenance Team Leadership, Stakeholder Communication, Cross-functional Coordination, Training, Onboarding, Client Communication, Requirement Gathering, Senior Management Reporting
- Technology Awareness: Docker Fundamentals, AWS Console, Production Monitoring, Cloud Operations Basics, GenAI Ecosystem Understanding, Agentic Frameworks, Contextual Memory, System of Record Integration
- Customer engagement
- Incident investigation
- Customer satisfaction
- Case documentation
- Data analytics
- Client relationship management
- Business analysis
- Incident management
- Project planning
- Quality monitoring
Accomplishments
- Managed production operations and incident coordination for a global retail account involving ERP, POS, replenishment, and ServiceNow-based support workflows.
- Built cross-domain expertise across Retail, Supply Chain, Procurement, Logistics, Utilities, and Banking over 14 years.
- Acted as a bridge between business stakeholders and technical teams by translating service issues into technical and operational problem statements.
- Led ServiceNow-based incident and service request management activities for production support and service delivery.
- Supported quality audits, SOP creation, compliance documentation, onboarding, and training across multiple accounts.
- Developed strong stakeholder communication capability across business users, leadership, technical teams, and support functions.
Certification
- ITIL 4 Foundation
- AWS Solution Architect (Associate level)
- Lean Six Sigma
- Vendor Management Foundation (TCS internal)
- Supply Chain Management (TCS internal)
- Service Management Foundation (TCS internal)
- Domain advisory Foundation (TCS internal)
- Docker Foundation (TCS internal)
- Python Foundation (TCS internal)
Timeline
Service Delivery Manager / Retail ERP Operations — Retail/CPG Domain
Tata Consultancy Services
01.2022 - Current
Supply Chain, Procurement & Logistics SME — Supply Chain Domain
Tata Consultancy Services
01.2018 - 01.2021
Banking Operations SME / Customer Complaint Handling Specialist
Tata Consultancy Services
01.2017 - 01.2018
Quality Analyst / Process Quality & Training Specialist
Tata Consultancy Services
01.2014 - 01.2016
Process Enabler / Utilities Domain SME — Utility Domain
Tata Consultancy Services
01.2012 - 01.2014
Associate of Arts -
Calcutta University
TECHNOLOGY & TOOL EXPOSURE
ServiceNow, Microsoft Dynamics AX, SAP Legacy Systems, POS Systems, ERP Operations, AWS Console, Docker Fundamentals, Production Monitoring, Incident Management Tools, Reporting Tools, MS Excel, SOP Documentation, GenAI Concepts, System of Record Integration, Understanding of Python & SQL.
Travelling
Passionate about travelling and exploring diverse cultures, which has enhanced adaptability and communication skills.