Biki Dutta
IT Service Delivery Manager
Noida,UP
Summary
IT Service Delivery Manager with extensive expertise in incident management and SLA compliance. Achieved significant improvements in incident response efficiency and reduced downtime through strategic task prioritization and effective stakeholder communication. Skilled in root cause analysis and performance metrics, with a focus on technical documentation and customer engagement. Proven ability to lead cross-functional teams to resolve issues swiftly and enhance operational excellence in IT service delivery.
Overview
11
11
years of professional experience
5
5
Languages
Work History
Consultant (IT Service Delivery Manager)
HCL Technologies
07.2024 - Current
- Established and executed war room procedures to optimise incident response efficiency.
- Directed incident war rooms, fostering collaborative discussions and accelerating real-time troubleshooting.
- Documented key decisions and actions to establish a knowledge base for future reference.
- Collected and evaluated real-time data to establish incident scope and identify root causes.
- Optimised task prioritisation and assigned responsibilities to reduce downtime during incidents.
- Facilitated transparent communication with stakeholders, delivering status updates and evaluations.
- Partnered with cross-functional teams to eliminate blockers and expedite resolution efforts.
- Formulated metrics to monitor incident trends, resilience, and operational readiness for service delivery.
Team Leader -Managed Services
NTT Global
06.2022 - 06.2024
- Formulated and executed implementation plans, consistently achieving or surpassing project milestones.
- Coordinated product demonstrations and trial installations to meet client requirements.
- Performed pre-implementation assessments to guarantee data integrity.
- Oversaw IT operations for client EXL Services, guaranteeing compliance with SLAs and uninterrupted service delivery.
- Executed root cause analysis and facilitated post-incident reviews, converting lessons learned into preventive measures.
- Partnered with business stakeholders, engineering teams, and vendors to remove blockers and accelerate resolutions.
- Oversaw key ITSM dashboards and analysed KPIs/SLAs, generating performance reports for executive leadership.
- Guided and trained IT support specialists to elevate technical competencies and incident response proficiency.
Senior Service Reliability Engineer
BT EServ India Pvt. Ltd
02.2020 - 06.2022
- Oversaw ServiceNow ticket management, guaranteeing adherence to SLAs and swift resolutions.
- Oversaw SLA adherence, escalating risks and involving stakeholders to avert breaches.
- Compiled and delivered daily, weekly, and monthly reports on ticket volumes and SLA performance.
- Delivered L2 support for Verint V11, V15.1, and V15.2 platforms, encompassing installations and upgrades.
- Implemented server and root certificates on Verint servers to enhance system security.
- Performed log analysis and identified problems using analytics tools such as Wireshark.
- Assisted project teams in executing secure launches of contact center and recording initiatives.
- Cultivated communication for P1 incidents by establishing technical and managerial connections.
Senior System Administrator
ASPL Info Services Pvt. Ltd. (Verint System)
02.2018 - 01.2020
- Facilitated design, testing, and implementation of Verint Recording technology at client sites.
- Implemented installation, administration, and performance oversight of WFM applications.
- Resolved Verint Impact360 Recording, Quality Management, Export Manager, and IIS issues
- Examined logs from Recording, Application, and Wireshark for efficient issue resolution.
- Addressed KMS and Thales Encryption troubleshooting challenges
- Oversaw integration and installation of Verint products at customer sites.
- Established new instances on AWS and GCP while deploying Verint products.
System Engineer
Societe Generale Global Solution Centre
02.2015 - 10.2017
- Provided technical support via phone, email, and remote assistance channels.
- Set up Cisco extensions within CUCM while overseeing Distribution Lists and Shared Mailboxes.
- Developed and administered user profiles within Active Directory to enhance access efficiency.
- Optimised DNS records to elevate network efficiency.
- Formulated Group Policies and Organizational Units, integrating relevant user profiles.
- Configured and maintained network hardware, software, and applications on PCs.
- Managed escalation incidents to guarantee swift resolution of critical issues.
Education
Bachelor of Arts -
Sam Higginbottom University of Agriculture
Allahabad 04.2001 -
Skills
ITIL framework and service management
Incident management
IT service delivery
SLA compliance
Root cause analysis
Performance metrics and reporting
Technical documentation
People management
Executive communication and stakeholder management
Client relationship management
Leadership skills
Hobbies and interests
- Technology Blogging & Knowledge Sharing
- Mentoring and Coaching
- Playing Cricket and Badminton
- Travelling and Exploring Cultures
Timeline
Consultant (IT Service Delivery Manager)
HCL Technologies
07.2024 - Current
Team Leader -Managed Services
NTT Global
06.2022 - 06.2024
Senior Service Reliability Engineer
BT EServ India Pvt. Ltd
02.2020 - 06.2022
Senior System Administrator
ASPL Info Services Pvt. Ltd. (Verint System)
02.2018 - 01.2020
System Engineer
Societe Generale Global Solution Centre
02.2015 - 10.2017
Bachelor of Arts -
Sam Higginbottom University of Agriculture
04.2001 -