BISWAJIT PAUL
Bengaluru
Summary
Over 19 years, I've led global IT delivery teams for Fortune 500 enterprises across Healthcare, BFSI, and Tech—including IBM, Siemens/Cerner Healthcare, Google Search, and YouTube product ecosystems.
MY EXPERTISE:
- Strategic Program Delivery with full P&L ownership ($12M+ portfolio)
- Digital & Agile Transformation at enterprise scale
- GenAI Enablement & Platform Implementation
- High-Performance Team Building across geographies
- Data-Driven Governance (reduced churn by 30%)
Certified: Prince2 Practitioner | Certified Scrum Master (CSM) | ITIL Service Operations
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director
Qualitest
Bangalore
12.2023 - 09.2025
- Lead large global accounts and drove business growth across horizontal and vertical domains. In my last role with Google as the client, I have handled revenue of upwards of $12M and grown the account by 22% in 18 months
- Managed global program with follow-the-sun delivery model in an Onshore-Offshore Delivery with teams in Bangalore, Mexico City, Lisbon and Austin (Texas)
- Handled C-suite executive discussions and stakeholder management.
- Developed executive dashboards and drove value-added initiatives.
- Built the global program team to ~100 FTEs with a focus on capability enhancement and competency development.
- Client: Google (provider onboarding, language services, GenAI landscape, YouTube product competitive evaluations etc.)
- KPIs: CSAT, NPS, SLA Compliance, On Time Project and Task Delivery, Quality Score, Productivity/Utilization %
- Established relationships with vendors and suppliers to secure favorable terms for materials and services.
- Prepared presentations for QBRs and CBRs for summarizing key developments within the program.
- Took accountability for P&L, Margin, Rate Card, Upselling and Cross-Selling opportunities
- Extensive capacity planning and resource planning and optimization for improved margin
- Accepted additional "Site Lead" responsibilities for Google Business for Qualitest for Bangalore location
- Recruited, nurtured talent and motivated individuals for professional growth
Practice Manager (API CoE)
Nagarro
06.2021 - 12.2023
- Managed a 95 member API practice across multiple projects alongside GTM Lead & Practice Director
- Handled T&M, Fixed Bid projects primarily
- Deep knowledge of service delivery operations led to organisational growth
- Participated in RFPs, SOWs, and engaged in cross-selling and up-selling
- Drove practice growth and collaborated with account teams on billing strategies
- ISO27001 successful implementation for client account as a Senior Project Manager doing end to end project management. Client: WS Audiology
- Dealt with clients from Automotive, BFSI, Life Sciences domains and addressed complex service delivery problems
- Recruited extensively, and built the hiring pipeline
- Practice revenue upwards of €3.5M
- Worked with Pre-sales Team for GTM initiatives and participated in accelerators, MVPs and wireframes for customer demo
Senior Project Manager
Attra Infotech
Bengaluru
06.2016 - 05.2021
- Managed ITSM projects, Program Transition, incident/problem/change management, and client KPIs
- Handled L1, L2, L3 Support Teams with 60+ FTE across geographies leading a global team
- Spearheaded dashboards and reporting for key stakeholders
- Driven extensive RCA over technical bridges and led timely executive report summary
- Led continuous process improvements, shift-left opportunities through ServiceNow and other config tools
- Achieved SLAs and OLAs (P0, P1, P2, P3 prioritisation) and other service metrics. ServiceNow ticketing platform
- Led constant update of known-error databases and SOPs, documentation for improvement in turnaround time for issues, tickets.
- Horizontal and Vertical Growth of the Account with Service Desk, Application Support, Enterprise Server Support, Postilion Platform Support, DBA Services etc
- Moved on from a classic T&M account to managed services over a gamut of portfolios
- Maintained risk register and associated client communication for early mitigation strategy
- ITSM Portfolio, Primary SPOC
- Coordinate Problem Investigation and Root Cause Analysis activities. Avoid major incidents and minimize incident impact. Coordinated KT and Reverse Shadowing for a full portfolio transition
- Zero attrition from the team with strong people management, career progression and succession planning strategies
- USA Large ATM Manufacturer: Cardtronics
- Starting with Service Desk, Desktop Support etc. services in an ITSM framework, grown horizontally with addition of multiple services as Server Support, DBA Services, Postilion Platform Support etc.
- Account grew from less than $1M to $3M in 5 years of continuous service contract with the client
- Used ServiceNow, Splunk, Solarwinds for issue monitoring, handling issues, ticket management, creating dashboards etc.
- Participated in Change Advisory Board (CABs) calls for Go, No-Go decisions and approve/reject RFCs as per organisational requirements and prioritisations.
- Risk Register and RAID logs dependencies
- Overall program governance and reporting
Team Manager
Cerner
02.2015 - 06.2016
- Oversaw Enterprise Healthcare Support and technical operations
- L0 and L1 Support Global Team with 15+ FTE
- Monitored Incident Alarms, Error Mitigation,
- Product Organization: Internal support of enterprise suite of healthcare applications
- Managed team performance through KPIs and quality metrics
- KPIs: System Uptime %, Incident Frequency, Deployment Success Rate, Ticket Aging, MTTR, MTTA etc.
- Production Support with ServiceNow, Splunk, Solarwinds etc.
Associate Consultant
Siemens Healthcare
03.2011 - 02.2015
- Led healthcare enterprise support teams and managed real-time alert/alarm systems
- KPIs: MTTA, MTTR, Application Uptime, Incident Reopen Rate, Ticket Volume Reduction, RCA, CSAT
- Spearheaded dashboards and reporting for key stakeholders
- Driven extensive RCA over technical bridges and led timely executive report summary
- Led continuous process improvements, shift-left opportunities through ServiceNow and other config tools
- Achieved SLAs
- Led Incident Management/Problem Management initiatives and teams
Senior Systems Engineer
IBM
07.2006 - 08.2010
- Supported telecom applications for AT&T Bell Labs
- Worked with COBOL, JCL, and mission-critical billing applications
- Application Uptime KPI
Education
Master of Computer Applications (MCA) -
Haldia Institute of Technology
06.2006
Bachelor of Science (B.Sc) - Physics
Burdwan University
06.2003
Skills
- Stakeholder Management
- Delivery Excellence
- Program Management
- People Management (retention focus, charting associate career paths etc)
- MSA/SoW/RFPs/RFIs/Dashboards/Executive Reporting
- Capacity Planning/Resource Optimisation
- Large-scale Account Management
- Onshore-Offshore Delivery (Follow-the-sun Global Delivery)
- Transition Management, Program Governance, Executive Reporting
- Deep expertise with IT Production Support Projects in BFSI, Healthcare domains
- Value-add Initiatives & Automations
- KRAs & KPIs (Metrics driven delivery)
- US & European Client exposure (15 years)
Certification
- PRINCE2 PRACTITIONER
- ITIL Service Operations
- CSM
- Leadership Accredited Program - LEAP by IIM Ahmedabad
Accomplishments
- Enhanced Client Satisfaction: Achieved 20% increase in CSAT, demonstrating exceptional client satisfaction through strategic project execution.
- Led Large Teams: Built and managed teams of over 100 FTEs, ensuring high productivity and capability enhancement.
- Secured Data Processes: Successfully implemented ISO27001 for client account within timeline, improving data security protocols.
- Boosted Revenue Growth: Drove account revenue growth by 35% through innovative cross-selling and up-selling strategies.
Timeline
Director
Qualitest
12.2023 - 09.2025
Practice Manager (API CoE)
Nagarro
06.2021 - 12.2023
Senior Project Manager
Attra Infotech
06.2016 - 05.2021
Team Manager
Cerner
02.2015 - 06.2016
Associate Consultant
Siemens Healthcare
03.2011 - 02.2015
Senior Systems Engineer
IBM
07.2006 - 08.2010
Master of Computer Applications (MCA) -
Haldia Institute of Technology
Bachelor of Science (B.Sc) - Physics
Burdwan University