Biswadeep Majumder
Director of Operations
Bangalore
Summary
To use leadership experience and expertise in a dynamic work environment focused on promoting Business growth by providing superior value and service in Client delivery
A Service Operations leader with 17 years of experience across Information Technology portfolios including Network, Security and Datacenter infrastructure management, Service delivery, Transformation services, Transition management and Solution design. A Client experience champion, data-driven problem solver, effective communicator and collaborator, specialized in both consumer and enterprise client service delivery. A people’s champion, relationship builder with a proven track record in managing diverse working cross functional teams and thriving in high-pressure customer service roles
Overview
17
17
years of professional experience
16
16
years of post-secondary education
Work History
Director of Operations
NTT Data Inc.
05.2019 - Current
- Managing technical tower providing support to Australia region (~ USD$ 10 million Annual)
- Experience in managing large team (Total team size 250)
- Provide services to end clients on design and Managed Services
- Responsible for managing PS and MS delivery for region Australia
- Responsible for deliverable as per client contract
- Responsible for transition of large project e.g. Successful Transition of largest AU retail client (~USD$ 40 million) to India and built team of dedicated engineers (76) within span of 3 months
- Achieve yearly target of 10% (20 ,000 hours) efficiency annually
General Manager
Vodafone Group
10.2016 - 05.2019
- Led Premium clients for Vodafone group as Operations Manager & Sr . Operations Manager
- Managed and led the dedicated team for premium clients across multiple technology domain
- Involved with driving Major Incidents , Escalations , improvement in client infrastructure
- Work closely with SDM on all improvement initiatives for the client
- Participate and present QBR to the client
Operations Manager
Unisys
04.2008 - 09.2016
- Operation/Service delivery Manager with a team of 25 Network & Security engineer
- Focus on Operational excellence - Drive Client escalation , Managed customer relationship , address client issues during QBRs, implement best practices for customers
- People Management - Lead L2 & L3 Network and Security Engineers , Performance Management , career development
- Project Management - Transition new client to the center , assign Technical SME's and coordinate with Project Mgrs to drive transition , assess gaps and risks in network and document them
- Compliance - Maintain and update all the process docs, SOPs to ensure compliance to ISO audit
Support Executive
Cancam Engineers Pvt Ltd
02.2007 - 04.2008
- Manage Network and Desktop as part of Local IT
- Understood how Network works and learned to troubleshoot Network devices
Education
No Degree - Executive Training
INSEAD
Remote 04.2001 - 04.2009
No Degree - Executive Training
London Business School
London 04.2001 - 04.2006
MBA - PGDBM
NMIMS
Remote 04.2001 - 04.2004
Master of Science - Information Technology
Sikkim Manipal
Online 04.2001 -
Bachelor of Science - Economics & Mathematics
JCC
Kolkata 04.2001 -
Skills
Operations Management
Certifications: AZ-900, AI-900 , CCNA , CCNP , CCDP , ITIl
Technical Support Operations
People Management
Transformation and Service improvement
Field Operations
Globalization, Transition & Migrations
Leadership, Training and Coaching
Performance management, Talent retention and Hiring
Customer Experience Management & NPS
Functional Expertise Demonstrated
Responsible to handle a team comprised of Technology Experts, delivering IT solutions and Services to outsourced clients, across several heavily regulated industry sectors. Team is charter with the complete ownership and delivery of all Services lead and ITIL driven disciplines, using a leveraged model, to deliver Incident, Request, MACDs, Problem and Release Management, Innovation and Transition Services across a broad suite of technologies within very tight SLA’s and OLA’s. Focused on strategically facilitating the Client’s business goals on tailored platforms, using a leveraged national model underpinned by a global services operating architecture.
Operations Management
Managing multiple programs for clients spanning from NA, EU, APAC, AU and MEA, Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines., Instrumental in synergizing Operations across the projects, Responsible for client relationship management and client satisfaction., Leadership and management for multiple delivery teams across Country Operations, Field Operations and Region, Ensure overall development/growth, implementation and operational effectiveness regarding service delivery issues and requirements, Manage skill and competency development, In-depth knowledge and expertise of support framework, break-fix operations and metric based delivery (Incident management commitments, FCR, MTTR, Knowledge management, Quality assurance, Dispatch/RMA, Field services), Extensive experience in Support & Managed Services - Consumer and Enterprise on Multivendor Portables, Network Integrators I.e. Routing and switching, Unified communication, Contact center, Data center and Security. Uptime, PSS and MS product design., Proven track of successful transition, onboarding services and new client service activations to the Global Delivery centers., Excellent track record of metric attainment across all streams of responsibility., Engaged with stakeholders at all levels, to proactively understand business issues, and define solutions in consultation with the team. Owned the communication/engagement between the regions., Lead Service review meetings and governance forums with the respective Country leads / Regional Delivery executives., Own CSI initiatives and client specific Service Improvement Plans (SIP), ensuring they are tracked, monitored and executed by the relevant resolver groups/ COE’s., Client centric with hands on experience in owning and driving CSAT improvement processes across streams and multiple functional deliverables. (Client experience, Escalation management, NPS initiatives)., Key point of contact for client satisfaction issues, own and drive resolution of escalations impacting client service deliverables.
Professional Highlights
- NTT Limited, 04/2015, Present, Operations Manager, GDC Bangalore
- NTT Limited, 06/2019, 05/2021, Associate Operations Manager, (Pyramid) AU
- NTT Limited, 04/2015, 06/2018, Team Lead, (Wombat) AU
- CAPGEMINI INDIA PVT.LTD, 02/2013, 03/2015, Team Lead – Network
- CAPGEMINI INDIA PVT.LTD, 02/2010, 02/2013, Network Engineer
Timeline
Director of Operations
NTT Data Inc.
05.2019 - Current
General Manager
Vodafone Group
10.2016 - 05.2019
Operations Manager
Unisys
04.2008 - 09.2016
Support Executive
Cancam Engineers Pvt Ltd
02.2007 - 04.2008
No Degree - Executive Training
INSEAD
04.2001 - 04.2009
No Degree - Executive Training
London Business School
04.2001 - 04.2006
MBA - PGDBM
NMIMS
04.2001 - 04.2004
Master of Science - Information Technology
Sikkim Manipal
04.2001 -
Bachelor of Science - Economics & Mathematics
JCC
04.2001 -
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