Summary
Overview
Work History
Education
Skills
Timeline
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Debraj Ghosh

Debraj Ghosh

IT Service Manager
Kolkata

Summary

At Cognizant Technologies Solutions, I spearheaded service operations, enhancing efficiency and customer satisfaction through innovative process improvements and effective team leadership. My expertise in ITIL and incident management, coupled with a knack for fostering interdepartmental collaboration, significantly boosted operational productivity. My approach, focused on continuous improvement and problem-solving, achieved notable gains in profitability and client retention.

Overview

9
9
years of professional experience
3
3
years of post-secondary education

Work History

Service Operations Manager

Cognizant Technologies Solutions
Kolkata
03.201 - Current
  • Built a culture of continuous improvement by encouraging innovation from team members at all levels of the organization.
  • Oversaw inventory control measures that minimized waste while ensuring adequate supplies remained available for all departments within the organization.
  • Managed multiple projects concurrently while maintaining strict adherence to deadlines and quality standards.
  • Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
  • Led process improvement initiatives that resulted in reduced cycle times, contributing to increased profitability.
  • Enhanced interdepartmental collaboration through regular meetings focused on shared goals/objectives and open communication, leading to increased overall efficiency.
  • Delivered excellent customer service experiences through regular feedback collection, analysis, and action planning based on client needs.
  • Collaborated with cross-functional teams to develop strategies for improving overall business performance.
  • Enhanced customer satisfaction through proactive problem resolution and consistent communication with clients.
  • Achieved consistent on-time project completion by effectively managing schedules, resources, and budgets.
  • Improved service operations efficiency by implementing standardized processes and procedures.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.

Senior Service Desk Analyst

Wipro Technologies
Kolkata
12.2015 - 03.2018
  • Championed culture of continuous improvement within service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
  • Increased first-call resolution rates through comprehensive knowledge of company systems and applications.
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
  • Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
  • Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
  • Assisted in selection and implementation of service management software, enhancing overall support capabilities.
  • Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
  • Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
  • Elevated customer service standards by delivering empathetic and knowledgeable support during high-stress situations.
  • Optimized service desk performance by analyzing metrics and identifying areas for improvement.
  • Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
  • Spearheaded initiatives to improve the service desk knowledge base, resulting in more effective self-service options for endusers.
  • Developed training materials for new service desk analysts, resulting in faster onboarding and increased productivity.

Education

BBA - Marketing

Sikkim Manipal University
Kolkata, India
03.2007 - 03.2010

Skills

Operational Efficiency

Timeline

Senior Service Desk Analyst

Wipro Technologies
12.2015 - 03.2018

BBA - Marketing

Sikkim Manipal University
03.2007 - 03.2010

Service Operations Manager

Cognizant Technologies Solutions
03.201 - Current

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Debraj GhoshIT Service Manager