Chandan Dutta

Quality-driven Technical Lead well-versed in Telecom best practices, project management requirements and Automation Delivery support operations. Successful at building robust solutions for changing business needs. Driven professional enthusiastic about meeting market challenges with scalable technologies.

• Assistant Manager - Product Management, TATA COMMUNICATIONS TRANSFORMATION SERVICES, Arranging the Lead with the digitized delivery initiative in key delivery accounts by working on automation opportunities in OSS/BSS., Work as a Business Analyst/ Project Lead to drive the automation opportunities in Delivery accounts., Coordinate and work closely with Various stakeholders - Internal (Delivery, Solutions, IT) or External, including Customers and Partners for project requirements., Drive Project for its end-to-end life cycle, including Scrum calls for SDLC., Documentation - Create Design Templates and User Stories for Development by gathering requirements from various users/Delivery team, Collaborate with different teams for success of the project, giving demos, testing the working software, seeking feedback, and exploring further new opportunities for automation., Lead and Deliver Due Diligence (DD) and Proof of concepts (POC) of projects involving OSS, Automation for allocated customer account., Envisage benefits being derived from such Projects and Help build business case for such transformation Projects., Understanding existing product/solutions developed by Practice team and being in sync with new product/solutions coming from Tools and Automation stable.
• Senior Customer Service Executive - GPD Duty Manager (Team Leader), TATA COMMUNICATIONS LIMITED, We are Level 1 escalation level for all GPD Customers handling Sev 1, Sev 2 and Sev 3 cases., Handling escalation calls and mails from customer as well as internal teams., Subsequent update to customer on email and calls with the ETR and RFO., Raising probable escalation to leaders for cases such as - site isolations, Critical cases, Escalation prone and high downtime., Follow up for international customers/ sites with respective international last Miles., Coordinating with concerned team for repeated issue and providing permanent resolution to the customers., Involving multiple teams to provide resolution to customer within the provided SLA., Rostering team resources and team management., Mentoring team members for new process inclusions., Primary Accountability for Escalation TASK closure., Working for Automation of Escalation Module for Duty Management Desk., Preparing Analysis report for Escalation Data and the related parameters., Working with the Management for improving the CSAT., Team Management.
• Customer Service Executive - Service Assurance, TATA COMMUNICATIONS LIMITED, L1 Troubleshooting on link down cases for enterprise customers., Acknowledgement of new cases raised on calls and mails., Involving multiple teams to provide resolution to customer within the provided SLA., Training the newly joined members to achieve targets for the team., Keeping a track of daily handled cases.
• Associate NOC Engineer, Prompt Personnel Consultancy, Working on ticket raised by enterprise customer for link down, packet drops, Latency issues., Coordinating with Multiple last Miles for providing end to end resolution to customers., Escalating chronic and sensitive customer issues in last Mile to get the resolution within the mentioned SLA.

• Total Experience:9 Years and 4 Months
• Passport Number: N3808395
• Father's Name: Mr. Bablu Dutta
• Date of Birth: 08/10/1989
• Nationality: INDIAN

• EXTRA MILE AWARD (Twice)
• Getting high number of transaction feedback from customer for the month of July 2019 in GPD and 100% of feedbacks were Positive.
• Winner of SMILEY Week Campaign in January 2021 as Special Award.
• Hi5 for support on Flipkart critical links during Flipkart BBD event.
• Bravo for efforts to maintain the critical customer escalation and closing the most of escalations on Level 1 itself.