Bennett B. Bose
Pune
Summary
Dynamic leader with over 15 years of expertise in IT infrastructure delivery and governance, specializing in Governance, Risk, and Compliance (GRC) within the Life Sciences, Healthcare, and Energy & Utilities sectors. Proven track record of guiding teams through complex projects while achieving strategic objectives and enhancing operational efficiency. Recognized for fostering collaboration that drives high standards and ensures alignment with organizational goals, consistently delivering results that exceed expectations. Exceptional interpersonal, problem-solving, and analytical skills facilitate the provision of valuable insights to client organizations, enhancing business performance across various industries.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Assistant Consultant
Tata Consultancy Services Ltd.
04.2014 - 09.2025
- Analyzed client requirements to develop tailored solutions that enhance operational efficiency.
- Collaborated with cross-functional teams to drive project deliverables and ensure alignment with client objectives.
- Facilitated workshops to gather stakeholder feedback and refine project scopes for optimal outcomes.
- Managed documentation processes, ensuring accuracy and compliance with industry standards.
- Managed multiple projects simultaneously while maintaining meticulous attention to detail and meeting strict deadlines.
- Identified potential risks early in the project lifecycle, enabling proactive mitigation strategies to minimize negative impact on timelines or budgets.
- Since September 2022, oversee service integration, coordinating vendor relationships, and process setups for infrastructure support, enhancing risk detection with ITIL-based Service Desk Processes and Generative AI.
- Embed ITIL principles into GRC by integrating compliance into processes, using ServiceNow's Change Management module for approval gates on policy updates and ensuring rollback for high-risk changes.
- Perform Root Cause Analysis (RCA) for operational issues and customer satisfaction challenges, aligning documentation with problem management practices and revising processes to align with GDPR and data privacy standards, preventing future escalations, and ensuring objective communication.
- Monitored KPIs via ServiceNow analytics, such as MTTR (reduced from 8 hours to 5 hours) and SLA adherence (improved to 98%), boosting customer satisfaction scores by 15%.
- Collaborate with leadership to align risk strategies, escalating significant issues, and support enterprise risk management framework development, analyzing data trends to optimize risk/return outcomes.
- Ensure compliance with regulatory requirements, industry standards, and internal policies across all operations in India, developing and maintaining effective compliance management systems, procedures, and controls.
- Lead Governance, Risk, and Compliance (GRC) initiatives for infrastructure projects since 2018, managing start-to-end deliverables across Infrastructure Projects under the ISU (industry-specific units) Life Sciences, Healthcare, and Energy & Utilities sectors, ensuring adherence to internal quality standards, approved processes, and regulatory requirements.
- Conduct risk and vulnerability assessments, performing audits and Project Management Reviews to track compliance, identifying issues, and maintaining records in the organizational repository as best practices for future projects.
- Leverage comprehensive risk assessment tools, technologies, and methods, including qualitative (e.g., brainstorming, SWOT analysis) and quantitative (e.g., Expected Monetary Value) techniques for real-time scoring and prioritization, flagging risks like project delays from resourcing gaps or 3rd party supplier errors.
- Collaborated with cross-functional teams to drive project deliverables, enhance stakeholder engagement, and ensure seamless integration of compliance into business processes. Provided training and guidance on compliance and information security issues to employees at all levels, expanding the pool of internal auditors through identification and training programs.
- Analyzed client requirements to develop tailored solutions enhancing operational efficiency, including creating knowledge base articles in ServiceNow to document recurring vulnerabilities from audits, enabling proactive self-service portals that prevented escalations and boosted user adoption.
- Customer relationship management with a focus on value creation and continuous improvement.
- Strategic planning for service consolidation, innovation, and operational efficiency, including managing change/release pipelines with approval gates and rollback capabilities for seamless vendor integrations.
- Mentored junior consultants, fostering skill development and knowledge transfer within the team, including technical guidance on workflows and information security best practices.
- End-to-end ownership of infrastructure service delivery and customer engagement, including Office 365 migrations, cloud operations, and troubleshooting with ServiceNow and Active Directory.
- Facilitated productive communication between clients and internal teams, ensuring alignment on project goals and expectations.
- Conducted post-project evaluations to assess overall success and identify areas for improvement.
- Managed multiple projects simultaneously while maintaining meticulous attention to detail and meeting strict deadlines.
- Conduct regular audits to identify areas of improvement and implement corrective actions, including thematic reviews for issues like device vulnerabilities or recurring Non-Conformance Reports (NCRs).
- Leverage ITIL frameworks to enhance service management, risk mitigation, and operational efficiency in infrastructure projects, particularly since September 2018. As a certified ITIL Foundation holder, integrated ITIL principles into GRC initiatives across sectors, managing start-to-end deliverables including risk/vulnerability assessments, audits, and Project Management Reviews.
IT Technical Support Specialist
Mphasis An HP
04.2010 - 04.2014
- Diagnosed and resolved hardware and software issues for diverse user environments.
- Provided technical support via phone, email, and remote desktop tools.
- Collaborated with cross-functional teams to enhance system performance and user experience.
- Developed and maintained documentation for troubleshooting processes and solutions.
- Analyzed recurring technical problems to identify trends and recommend system improvements.
- Streamlined ticketing system processes to improve response times and customer satisfaction.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Contributed to the development of an internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.
- Leveraged monitoring tools to proactively identify potential system challenges before they escalated into major incidents.
- Managed high levels of call flow and responded to technical support needs.
Technical Support Executive
IBM Daksh
11.2007 - 04.2010
- Resolved technical issues for clients, ensuring efficient support and high satisfaction rates.
- Implemented process improvements to enhance troubleshooting efficiency across support teams.
- Trained new staff on software tools, fostering knowledge sharing and operational consistency.
- Collaborated with cross-functional teams to identify system enhancements and streamline support processes.
- Provided guidance on best practices for incident management, improving response times and service quality.
- Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
Executive Customer Care Research Analyst
E2E Serwizsol
09.2004 - 01.2006
- Analyzed customer feedback data to identify trends and improve service quality.
- Developed reports on customer satisfaction metrics for strategic decision-making.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Led training sessions for staff on effective customer engagement techniques.
- Improved first-call resolution rates through comprehensive agent training initiatives.
- Analyzed customer feedback data to drive continuous improvements in products and services offered.
Education
Bachelor’s Degree, Commerce - Commerce, Economics
Maganmal Udharam College Of Commerce
Pune01.2008
High School Matriculation - Commerce
Jai Hind Junior College
Pune04-2004
GED -
St. Ursula High School
Pune04-2001
Skills
- Strategic project planning
- Compliance management
- Subject matter expert
- Operational efficiency analysis
- Collaborative strategic planning
- Project leadership
Certification
- ITIL Foundation - EXIN (ITIL/IN081111), 2013
- ITIL 2011 Intermediate Qualification: Service Operation, 2014
- MCTS: Windows 7, Configuration Certification, 2014
- Microsoft Office 365 Foundation, 2016
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Tamil
Upper intermediate (B2)
Marathi
Advanced (C1)
Timeline
Assistant Consultant
Tata Consultancy Services Ltd.
04.2014 - 09.2025
IT Technical Support Specialist
Mphasis An HP
04.2010 - 04.2014
Technical Support Executive
IBM Daksh
11.2007 - 04.2010
Executive Customer Care Research Analyst
E2E Serwizsol
09.2004 - 01.2006
Bachelor’s Degree, Commerce - Commerce, Economics
Maganmal Udharam College Of Commerce
High School Matriculation - Commerce
Jai Hind Junior College
GED -
St. Ursula High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved 100% compliance in high-risk change deployments by completing ServiceNow Change Management pipeline configurations with approval gates and rollback plans with accuracy and efficiency.
- Achieved 25% increase in internal audit coverage by completing identification and training of 12 new internal auditors with accuracy and efficiency.
- Achieved zero security incidents during Office 365 migration for 1,200 users by completing endpoint security hardening and DLP policy enforcement
- Supervised team of 20-25 staff members.