Dipankar Sen
Summary
Proficient business emergency management professional well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing and modeling data in order to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational, and communication skills.
Certified Advanced Microsoft Power BI, Advanced Tableau, Advanced Microsoft Excel, Advanced Microsoft PowerPoint, Advanced SQL, Chat-GPT Plus v4.0, ITIL-4 Foundation, ITIL- 3 Foundation, Service-Now ITSM Process, Agile Business Analysis over 14+ years experienced in Service Management.
Certified Advanced Microsoft Power BI, Advanced Tableau, Advanced Microsoft Excel, Advanced Microsoft PowerPoint, Advanced SQL, Chat-GPT Plus v4.0, ITIL-4 Foundation, ITIL- 3 Foundation, Service-Now ITSM Process, Agile Business Analysis over 14+ years experienced in Service Management.
Overview
14
14
years of professional experience
10
10
Certifications
Work History
Service-Now Support Manager (Ops)
Dyooti Technology
7 2023 - Current
- Managing a team of 35+ members and provide DaaS and EaaS support on Service-Now in 24 x 5 shift
- Service-Now Fundamentals: Understood and supported the utilization of Service-Now for streamlined DaaS (Device as a Service) and EaaS (Everything as a Service) process and Customer service management
- Operational Enhancements: Enhanced monitoring, alerting, and on-call schedules, resulting in improved performance, monitoring capability, and stability
- Automation Initiatives: Actively adopted and contributed to new process and tools such as diagnostic methodology, health checks, automation and scripting tools
- Business Transformation: Successfully transformed DaaS monitoring, observability, ticketing system, KB and overall operations
- Engagement: Daily participate and drive Production technical review call with L1,L2,L3 support teams, Service-Now Architect and DaaS Product owner
- Weekly participate Code Review, QA and UAT meetings for Production support
- Monthly participate MTP meeting with Service-Now Architect, Product Owner and IT Change & Release Manager
- Tools Use: ITSM, JIRA and Service-Now.
On-Site Service Operation Manager
Cognizant
06.2022
- Managed a team of 60+ vendor team members to handle L2 production support, Incident Management and operations
- Update Jana Management with daily incident updates, breaches, escalations and reports
- Managed daily call with Bank IT head and other stakeholders
- Managed the entire ITIL lifecycle of incident to problem to change management
- Handled interview calls, Resourcing, transition of new team member and set up of any new team
- Responsible for monthly DR drill (SWIFT,RTGS,NEFT) and quarterly DR drill for other non critical applications
- Drive SDR (Service Delivery Review) weekly and SDM (Service Delivery Management) monthly.
Major Incident Manager
Cognizant
- Responsible for managing 50+ bank critical applications and ensure 100% availability
- Managing a team of 24+ team members providing support in 16 x 7 basis from offshore
- Responsible for handling Major Incident (P1 & P2 Tickets) and participate in bridge calls to ensure the process and timelines are up to date
- Time sensitive communication to the business partners and others when SLA impact is identified
- Responsible for PIR meeting to identify the RCA
- Interface with Problem & Change management team and participate in Problem review board
- Help Problem Manager to publish the RCA with corrective and preventive actions
- Handling Customer governance call and weekly status update between onsite- offshore management.
Team Lead
RJS Recruitment and Consulting Pvt. Ltd
01.2016 - 06.2022
- Resolving client query and escalation handling
- Collaborating with internal/external departments and other key stakeholders to understand customer insights and customer centric market
- Working with support functions to enable infrastructure support to team and ensure zero downtime
- Preparing for infrastructure and other growth-related requirements
- Ensuring resource utilization and scheduling of end-to-end work
- Planning for resources based on volume projection and current available head count and allocate responsibilities.
IT Zonal Manager
BORZE India Medical Pvt. Ltd
10.2014 - 12.2015
- Working as Team Lead and IT Zonal Manager for East Region of company branches
- Managing a team of 5 local Managers and 25 field engineers
- Ensuring proper documentation and knowledge transfer as per project plan and schedule
- Effective forward planning in terms of process delivery, people & client engagement.
IT Specialist
Maxcare Medical Systems Pvt. Ltd
04.2010 - 09.2014
- Coordinating with client to determine data availability, report requirements, & resolving system design problems
- Monitoring SLAs, ensuring timely closure of priority tickets, resolved escalations, migrated systems to upgraded versions to maximize efficiency.
Education
Bachelor of Commerce (B. Com) with Acct. Hons. -
M.U
Executive M.B.A - undefined
I.S.M.S
Skills
Service Delivery Management
Certification
Certified Advanced Microsoft Power BI
Personal Information
- Date of Birth: 07/08/83
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
English, Hindi, Bengali, German
Timeline
On-Site Service Operation Manager
Cognizant
06.2022
Team Lead
RJS Recruitment and Consulting Pvt. Ltd
01.2016 - 06.2022
IT Zonal Manager
BORZE India Medical Pvt. Ltd
10.2014 - 12.2015
IT Specialist
Maxcare Medical Systems Pvt. Ltd
04.2010 - 09.2014
Service-Now Support Manager (Ops)
Dyooti Technology
7 2023 - Current
Major Incident Manager
Cognizant
Bachelor of Commerce (B. Com) with Acct. Hons. -
M.U
Executive M.B.A - undefined
I.S.M.S
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