Book Reading
DIPAYAN MUKHERJEE
SIAM Certified ITIL Practitioner & Delivery Excellence Manager
Raniganj
Summary
As a Delivery Excellence Manager at Cognizant, I manage multiple projects across different business units from manufacturing, health care, life science, banking and finance, to communications, media and technology. With over 11 years of experience in ITSM and quality, I hold certifications in ITIL, SIAM, and Six Sigma, and leverage them to develop and implement best practices in service support and delivery.
My core competencies include validating SOW and MSAs for proper contractual obligations, conducting process health checks and service quality assurance, enabling projects to undergo ISO audits, facilitating process selection and industrialization, and providing training and policy updates. I also have operational experience in service management processes such as incident, Request, MIM, Change, Problem and CSI. My mission is to ensure the quality of service, process compliance, and customer satisfaction for all the projects and accounts I handle.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Delivery Excellence Manager
Cognizant Technology Services Limited
Kolkata
03.2023 - Current
- Delivery Excellence Management from Process Consultant prospect managing multiple Projects across different Business Units from Manufacturing, Health Care, Life Science, Banking & Finance, Communications-Media & Technology.
- Validation of SOW & MSAs for proper contractual obligations such as SLAs, Non-SLA (Time Bound Obligations), OLAs, Penalties etc.
- Validation related to Quality of Services i.e. SOW Fulfillment and SOW Onboarding of projects.
- Process Health Check – Validation of Processes implemented and followed in various projects every quarter for justifying process maturity & process compliance.
- Service Quality Assurance – Validation of projects with respect to projects quality & governance compliance starting from backup policy adherence to training tracker of the project.
- Enabled project to undergo ISO Audit (External) by facilitating project by updating Service Management Plan, Quality of Services – SLA/KPI validation, SOW amendment CR validations & all respective quality standpoints.
- Monthly metrics validation, Critical Practices Affirmation, Project onboarding, Archetypes & demographics validation of the project, Process Selection and validation and overall delivery method industrialization.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Leveraged data and analytics to make informed decisions and drive business improvements.
IT Service Management Analyst
Tata Consultancy Services Limited
Kolkata
06.2016 - 03.2023
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Established a clear and coordinated approach to restore normal service operation as quickly as possible by following the incident management process.
- Minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
- Establish communication standards for notifying incident progress and status, facilitating Technical Bridge Line as well as Web-Ex sessions.
- Managing MIM Bridge-line facilitating resolution by engaging technical teams across different vendors as well as following escalation matrix/hierarchy as per Client defined Process.
- Sharing Status of Major Incident on timely manner to wider audience as well as limited audience as per client instructions & Process.
- Monitor and track all incidents, so as to contribute to the service level attainment with regards to Incident Management.
- Identify potential problems and increasing trend in repetitive incidents by real time analysis of low priority incidents.
- Conduct and Chair Post incident review on the Aging Incidents as well as Failed Changes on daily basis on Daily Operations Call across all Vendors with Client Service Delivery Team.
- Represent Incident Management team in the daily all competency operations review and weekly Collaborative Forum Connect, Monthly End to End Connect.
- Prepare and share L-3 Roster including on-call support with all teams before start of every month with latest update of vendors as well as their contact details.
- Prepare Multiple Vendor Contact Sheet for ease in escalation matrix as well as facilitation in MIM Bridge-line handling to minimize required technical resource joining.
- Update Knowledge Base with recent scenarios so that Incident/Service Request Management will be easier.
- Prepare and publish various reports and dashboards; to be published to Client and Internal Senior Management such as Daily Tickets Status, Aging Analysis Dashboard, Legacy Tool Tickets Mapping Dashboard, and Request Management Status Dashboard.
- Analyze RCA document quality and ensure proper Corrective steps and Preventive Actions.
- Analyze Reassignment, Re-open Incident analysis along with Priority Downgrade validation.
- QMW (Quarterly Maintenance Window) activity proceeding with Environment Co-ordination team along with all Level-3 teams as well as Client Service Delivery to ensure smooth maintenance activity and publishing time-to-time update to wider audience about application/ environment status.
- Working on Standard Changes, Change Templates, KB Articles, Problem Record Analysis, and Follow-ups etc.
- Proactive Problem Management – Working on Incident data to proceed with Proactive analysis to minimize major incidents/ recurring incidents to level up the service availability.
- Facilitating CAB calls (Agenda, MOM)
- Creating, Reviewing KB Articles and publishing for enhancement of Ticket Routing for Level-1 (Service Desk Agents), Level-2 (Service Management Professionals).
- Discussion & Analysis review and compliance check of DSAT Review of Internal teams with internal & external stakeholders.
- Weekly Problem Managers call with Problem Process Owner (Client).
- Discussion & Analysis review and compliance check of DSAT Review of Internal teams with internal & external stakeholders.
Client Technical Support (Associate)
Dell International Services Private Limited
Noida
12.2015 - 05.2016
- Worked in Incident Management
- Worked in Major Incident Management
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
Associate
Wipro Limited
Noida
05.2015 - 12.2015
- Incident Management related to Airtel Fixed line & Broadband services
- Managed customer relations through communication and helpful interactions.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
IT Coordinator
Ram Krishna Mishra (Chartered Accountant)
Allahabad
03.2012 - 03.2015
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs, and monitored performance.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Negotiated and managed third-party contracts related to project deliverables.
- Installed and configured network printers and other peripheral devices.
- Planned and implemented upgrades to system hardware and software.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Diagnosed and resolved hardware and software issues.
Education
BCA - Computer And Information Sciences
Durgapur Society of Management Science Under WBUT
Durgapur 05.2012 - 08.2012
12th - Science Education
West Bengal Council of Higher Secondary Education
Raniganj 06.2007 - 03.2009
10th - All Subjects
West Bengal Board of Secondary Education
Raniganj 03.2006 - 03.2007
Skills
Incident Management
Certification
ITIL v3 Intermediate (Service Strategy) Certified from AXELOS – Peoplecert
Accomplishments
- Validation of SOW & MSAs for proper contractual obligations such as SLAs, Non-SLA (Time Bound Obligations), OLAs, Penalties etc
- Validation related to Quality of Services i.e
- SOW Fulfillment and SOW Onboarding of projects
- Process Health Check – Validation of Processes implemented and followed in various projects every quarter for justifying process maturity & process compliance
- Service Quality Assurance – Validation of projects with respect to projects quality & governance compliance starting from backup policy adherence to training tracker of the project
- Enabled project to undergo ISO Audit (External) by facilitating project by updating Service Management Plan, Quality of Services – SLA/KPI validation, SOW amendment CR validations & all respective quality standpoints
- Monthly metrics validation, Critical Practices Affirmation, Project onboarding, Archetypes & demographics validation of the project, Process Selection and validation and overall delivery method industrialization.
Interests
Pod-Cast Listening
Timeline
Delivery Excellence Manager
Cognizant Technology Services Limited
03.2023 - Current
IT Service Management Analyst
Tata Consultancy Services Limited
06.2016 - 03.2023
Client Technical Support (Associate)
Dell International Services Private Limited
12.2015 - 05.2016
Associate
Wipro Limited
05.2015 - 12.2015
BCA - Computer And Information Sciences
Durgapur Society of Management Science Under WBUT
05.2012 - 08.2012
IT Coordinator
Ram Krishna Mishra (Chartered Accountant)
03.2012 - 03.2015
12th - Science Education
West Bengal Council of Higher Secondary Education
06.2007 - 03.2009
10th - All Subjects
West Bengal Board of Secondary Education
03.2006 - 03.2007
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