Bennett B. Bose
Pune
Summary
Delivery Excellence Partner with over 15 years of IT infrastructure delivery and governance experience, including 4 years specializing in Governance, Risk, and Compliance (GRC) for Life Sciences, Healthcare, and Energy & Utilities sectors. Skilled in managing end-to-end infrastructure projects, performing risk assessments, and ensuring compliance with data privacy regulations.
Since 2022, focused on ITIL-based service integration and the application of Generative AI to strengthen operational governance. Currently pursuing ISO 27001:2022 Information Security Management System Certification.
Proficient in ServiceNow, Cisco VPN, and remote project leadership, with a strong record of conducting audits, Project Management Reviews, and driving operational excellence with minimal supervision.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Consultant
Tata Consultancy Services (TCS)
04.2014 - 09.2025
- 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 and Utilities sectors, ensuring adherence to internal quality standards and approved processes.
- 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.
- 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.
- Perform Root Cause Analysis for operational issues, customer satisfaction, revising documentation to align with GDPR and data privacy standards, preventing future escalations, and ensuring objective communication.
- 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.
- Collaborated with cross-functional teams to drive project deliverables and improve stakeholder engagement.
- Analyzed client requirements to develop tailored solutions enhancing operational efficiency.
- Mentored junior consultants, fostering skill development and knowledge transfer within the team.
- Facilitated productive communication between clients and internal teams, ensuring alignment on project goals and expectations.
- Managed multiple projects simultaneously while maintaining meticulous attention to detail and meeting strict deadlines.
- Manage planning, coordination, and support for operational risk projects, conducting thematic reviews, providing independent challenges, and handling Office 365 migrations, cloud operations, and troubleshooting with ServiceNow and Active Directory.
- Perform statistical analysis on metrics, share monthly SLA reports with senior management, and mentor teams in quality reporting and resource forecasting to support strategic business plans.
- Conducted post-project evaluations to assess overall success and identify areas for improvement.
- Identified potential risks early in the project lifecycle, enabling proactive mitigation strategies to minimize negative impact on timelines or budgets.
Technical Support Specialist
Mphasis
04.2010 - 04.2014
- Provided end-to-end support as Incident Lifecycle Coordinator and Sr. Technical Support Analyst, managing escalated incidents, SLA breaches, and infrastructure issues, achieving timely resolutions for critical outages.
- Resolved technical issues through effective troubleshooting and problem-solving techniques.
- Conducted risk assessments and trend analysis on incident data, developing relationships with service desk, infrastructure, and application teams to implement escalation, crisis, incident, problem, and change management strategies.
- Supported Windows and Office 365 migrations, resolving networking, server, and application issues using tools like Citrix, SAP, and ServiceNow, maintaining high first call resolution and system stability.
- Provided technical assistance for software and hardware issues, ensuring timely resolution of customer inquiries.
- Diagnosed complex technical problems using remote support tools, enhancing customer satisfaction and retention.
- Collaborated with cross-functional teams to troubleshoot system outages, minimizing downtime and service disruptions.
- Trained new staff on support protocols and systems, fostering a culture of continuous learning within the team.
- Analyzed incident reports to identify trends, implementing process improvements that enhanced support workflows.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Technical Support Executive
IBM
11.2007 - 04.2010
- Delivered broadband technical support, resolving networking and VPN issues to ensure service continuity and customer satisfaction.
- Provided expert guidance on product features, enhancing user experience and engagement.
- Troubleshot complex technical issues, ensuring timely resolution and customer satisfaction.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved technical issues for clients, enhancing user experience and satisfaction.
Customer Care Executive
E2E Serwizsol
09.2004 - 01.2006
- Managed telecommunication ticketing and customer support, ensuring efficient query resolution.
- Managed escalated issues and provided effective solutions to enhance service quality.
- Streamlined complaint resolution processes to enhance customer satisfaction and loyalty.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated feedback collection from customers to inform service enhancements.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
Education
Bachelor's Degree in Commerce - Commerce, Economics
Pune01.2008
10th Grade SSC - General Studies
St. Ursula High School
Pune01.2001
Skills
- Governance and Compliance expertise
- GDPR Compliance Assessments
- Production Vulnerability Assessments
- Risk management strategies
- Service Delivery Management
- ITIL framework implementation
- Crisis response coordination
- ISO 27001:2022 compliance (in progress)
- Change management facilitation
- Generative AI expertise
- Project execution management
- Office 365 support
- Active Directory administration
- Cisco VPN troubleshooting
- ServiceNow administration
- Proficient in Microsoft Office Suite
- Citrix support
- Data-driven decision making
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
- ISO 27001:2022 Information Security Management System Certification (In Progress)
Languages
Tamil
Intermediate (B1)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Awards
Service & Commitment Award, TCS, Apr 2019, On the Spot (Team) Award, TCS, Mar 2019, Service & Commitment Award, TCS, Apr 2017, Star of the Month, TCS, Mar 2016, On the Spot Award, TCS, Sep 2014, On the Spot Award, TCS, Jul 2014
Timeline
Assistant Consultant
Tata Consultancy Services (TCS)
04.2014 - 09.2025
Technical Support Specialist
Mphasis
04.2010 - 04.2014
Technical Support Executive
IBM
11.2007 - 04.2010
Customer Care Executive
E2E Serwizsol
09.2004 - 01.2006
Bachelor's Degree in Commerce - Commerce, Economics
10th Grade SSC - General Studies
St. Ursula High School
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