Arup Garai
Kolkata
Summary
With 19 years of robust industry experience, I have a proven track record of steering projects to exceed objectives through strategic leadership and innovative insight. Renowned for driving process improvements and cultivating strong client relationships, my expertise ensures enhanced service delivery, operational efficiency, and profitability. Adept at aligning teams with organizational goals, I consistently deliver value that fosters long-term succe
Overview
20
20
years of professional experience
1
1
Certification
Work History
Delivery Manager
Tata Consultancy Services
Kolkata
11.2014 - Current
- Produced reports summarizing key project data such as cost savings achieved or customer satisfaction ratings.
- Inspected deliveries for improper preparation and resolved concerns quickly to maintain schedules.
- Consistently met company and department objectives within budget and time constraints.
- Organized periodic reviews of delivery performance against established goals and objectives.
- Coordinated with customers to plan efficient or special deliveries.
- Monitored customer feedback throughout the product lifecycle to ensure satisfaction with delivered products or services.
- Maintained positive relationships with clients to meet deadlines for service delivery.
- Created detailed project plans outlining milestones, deliverables, timelines, resources needed, costs estimates, and quality standards.
- Optimized profitability by recruiting, training and managing top talent to enhance sales delivery for products and carriers.
- Implemented on-the-job training activities to cross-train employees on various tasks.
- Provided leadership and direction to team members on tasks related to the development, testing, deployment, and support of software applications.
- Negotiated contracts with clients for new business development initiatives.
- Identified customer needs by asking questions and advising on best solutions.
- Identified areas of improvement within existing processes to optimize performance outcomes.
- Developed growth plans by identifying key clients, key targets, and priority service lines.
Regional IT Specialist
IBM India Pvt Ltd
Kolkata
11.2008 - 11.2014
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Served as first point of contact for incoming technical service calls and emails.
- Developed documentation related to IT policies, processes, standards.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Installed operating systems, applications, patches, updates. as needed.
- Managed the configuration and setup of customer accounts and systems.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Developed and maintained strong relations with customers to meet quality expectations.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Maintained positive working relationship with fellow staff and management.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Developed key performance indicators that measure progress towards goals.
- Established and maintained relationships with key stakeholders, including clients, partners, and suppliers.
Team Leader - Service Delivery
Kaizen IT Services Pvt Ltd
Kolkata
05.2005 - 11.2008
- Implemented strategies to take advantage of new opportunities.
- Determined consumer needs to provide products and services appealing to larger market.
- Recognized individual achievements within the team through rewards or recognition programs.
- Coordinated training sessions for new hires as well as ongoing development opportunities for current employees.
- Helped team members resolve challenging support calls.
- Monitored team performance and provided guidance on processes and procedures.
- Provided training and guidance to junior staff members as needed.
- Evaluated software or hardware to recommend improvements or upgrades.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Handled customer service issues by providing guidance or escalating for advanced support.
Education
MBA - Executive Management Programme
Indian Institute of Management Calcutta
Kolkata09-2024
Master of Science - Computer Science
Shobhit Institute of Engineering & Technology
Meerut09-2014
B.Com (Hons) -
Calcutta University
Kolkata04-2005
Skills
- Customer complaint handling
- Continuous delivery
- Scrum master
- Requirements gathering
- Service level agreements
- Stakeholder management
- Team supervision
- Cross-functional coordination
- Delivery management
- Infrastructure management
- Incident management
- Configuration management
- Cost estimation
- Kanban methodology
- Pipeline management
- Team leadership
- Strategic partnerships
- Project management
- Negotiations
- Client consultations
- Process improvement
- Client relationship building
- Vendor management
- Team collaboration
- New business development
- Revenue generation
- Account management
Languages
Bengali
First Language
Bengali
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Certification
- CISM Certified
- IBM AIX Certified
- RHCE Certified
- Microsoft Certified
- VMware Certified
- IBM Storage Certified
- ITIL Practitioner
Accomplishments
- Service Commitment Award from TCS
Affiliations
- Playing team sports (e.g., Football, cricket)
- Volunteering for community projects
- Painting/drawing
- Playing strategy games like chess
- Running and marathon participation
- Traveling and exploring cultures
- listen music
- Reading story books
Timeline
Delivery Manager
Tata Consultancy Services
11.2014 - Current
Regional IT Specialist
IBM India Pvt Ltd
11.2008 - 11.2014
Team Leader - Service Delivery
Kaizen IT Services Pvt Ltd
05.2005 - 11.2008
MBA - Executive Management Programme
Indian Institute of Management Calcutta
Master of Science - Computer Science
Shobhit Institute of Engineering & Technology
B.Com (Hons) -
Calcutta University
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