Arnab Dutta
Technical Support Engineer
Kolkata,West Bengal
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management. Strong record of improving SLA, CSAT, FTR, TTR, and FCR while mentoring teams of up to 12. ITIL v4 and Lean Six Sigma Green Belt certified.
Overview
15
15
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Support Engineer
Acoustic
Remote
02.2024 - Current
- Own end-to-end resolution of 80+ weekly enterprise tickets across Acoustic Campaign, Connect, and Tealeaf, maintaining 95%+ SLA and 92% CSAT.
- Drive Major Incident Management for P1/P2 production issues — coordinate engineering bridges, lead client and senior-leadership communications, and act as primary point of contact for escalations.
- Mentor analysts, monitor the junior queue, run regular QA reviews, and contribute to KB articles and SOPs that lift first-contact resolution across the team.
- Track and improve core service desk metrics: SLA, CSAT, FTR, TTR, FCR; deliver approx. 20% reduction on average TTR and 70% FCR.
- Developed and implemented support processes, resulting in streamlined operations and improved response times for clients.
- Tools: ServiceNow, Jira, Confluence, Zendesk, Slack, Planhat,Grafana, Okta, Microsoft 365, AI-assisted support tooling (Claude).
Technical Process Specialist
Infosys BPM Ltd.
Pune
06.2022 - 02.2024
- Service Desk SME for AMR and GAR regions; escalation and knowledge point for a team of 10–12 associates handling complex and ambiguous queries.
- Owned queue health, ticket triage, prioritizations, and SLA adherence; contributed to 30% reduction in aged-ticket backlog.
- Monitored TTR, FCR, CTR, and SLA; ran QA reviews with structured feedback and corrective actions to keep the team consistently on target.
- Delivered onboarding, training, and mentoring for junior agents; authored KB articles and SOPs that lifted FCR and helped reduce team attrition by 15%.
- Tools: Microsoft 365, Exchange, Azure, Intune, Active Directory, VPN, remote-support utilities.
Business Development Executive
Cresco Research & Advisory
Kolkata
04.2021 - 03.2022
- First point of contact for C-level finance-sector clients across the USA, UK, and Canada; managed outreach via LinkedIn Sales Navigator.
- Developed strategic partnerships to enhance market presence and drive revenue growth.
- Handled technical and non-technical client queries over email, calls, and chat; logged interactions and coordinated internal teams to resolve concerns and maintain client experience.
- Tools - LinkedIn Sales Navigator, Zoominfo, Ms Excel.
Senior Process Associate
Tata Consultancy Services
Kolkata
06.2014 - 08.2019
- L1 service desk analyst for enterprise hardware, software, and application troubleshooting via inbound call and chat.
- Worked within ITIL incident, request, asset, and change-management processes under agile delivery; maintained complete documentation across SAP CRM, ServiceNow, Active Directory, and Jira.
- Tools: ServiceNow, Jira, SAP CRM, Active Directory, Microsoft Office, Remote-support utilities.
- Developed and implemented process improvement initiatives, resulting in enhanced accuracy and customer satisfaction metrics.
- Played an instrumental role in achieving departmental goals by consistently delivering results on target or above expectations.
Assistant Guest Delight Manager (Operations)
Domino's Pizza, Jubilant Food Works
Kolkata
09.2013 - 06.2014
- Led daily operations to enhance guest satisfaction, resulting in improved service quality.
- Streamlined communication between teams to ensure efficient service delivery during peak hours.
- Trained and mentored new staff members on operational procedures and customer service standards.
- Implemented feedback mechanisms to identify guest needs, driving improvements in service workflows.
Shift Manager (Operations)
KFC, Devyani International
Kolkata
06.2011 - 09.2013
- Coordinated scheduling to meet peak demand, improving service delivery and customer satisfaction.
- Managed daily operations, ensuring efficient workflows and adherence to food safety standards.
- Trained and mentored staff, enhancing team performance and operational efficiency.
- Handled inventory management, optimizing stock levels and minimizing waste.
Education
Post-Graduate Diploma - Integrated Marketing & Communications
IISWBM & Calcutta Media Institute
Kolkata, India01-2020
B.Sc. - Hospitality Management & Hotel Administration
IHM Bhubaneswar
Odisha01-2011
Skills
- ITSM tools
- Incident management
Operational Excellence
Team Managment
Accomplishments
- Sustained 95%+ SLA adherence and 92% CSAT while handling 80+ tickets per week across three SaaS products at Acoustic.
- Delivered a 20% reduction in average time-to-resolve and 70% First-Contact Resolution through queue prioritization, KB authoring, and triage discipline.
- Cut aged-ticket backlog by 30% at Infosys BPM as Service Desk SME for AMR and GAR regions.
- Reduced team attrition by 15% through structured onboarding, mentoring, and performance coaching.
- Major Incident Management is owned for multiple P1/P2 production issues, leading bridge calls and senior-leadership communications to minimize business impact.
Certification
ITIL v4 Foundation
Timeline
Support Engineer
Acoustic
02.2024 - Current
Technical Process Specialist
Infosys BPM Ltd.
06.2022 - 02.2024
Business Development Executive
Cresco Research & Advisory
04.2021 - 03.2022
Senior Process Associate
Tata Consultancy Services
06.2014 - 08.2019
Assistant Guest Delight Manager (Operations)
Domino's Pizza, Jubilant Food Works
09.2013 - 06.2014
Shift Manager (Operations)
KFC, Devyani International
06.2011 - 09.2013
Post-Graduate Diploma - Integrated Marketing & Communications
IISWBM & Calcutta Media Institute
B.Sc. - Hospitality Management & Hotel Administration
IHM Bhubaneswar
Disclaimer
All the above-mentioned facts are true to the best of my knowledge and belief.
Signature. Arnab Dutta Date- 04.06.2026