DIPEN RAUTA
Navi Mumbai
Summary
Experienced Solutions Consultant with 16 years in Client IT Operations and service delivery management. Specializes in customer relationship management, stakeholder engagement, and resource management. Monitors CX KPIs, analyzes incidents, and implements automation to enhance operational efficiency and customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Technical Solution Consultant
Hewlett Packard Enterprise
Mumbai
06.2024 - Current
- Managed IT operations with a fleet of 65+ resources in DHL Supply Chain, as a Program Manager.
- Oversaw daily IT deliveries across service desk, IT infrastructure management, IT finance, and asset management, ensuring alignment with operational goals.
- Owned and resolved major incidents and outages with suppliers to minimize disruptions.
- Reviewed vendor performance regularly for ongoing service improvements.
Identified process improvement opportunities and contributed innovative strategies for client satisfaction. - Reviewed vendor performance regularly for ongoing service improvements.Identified process improvement opportunities and contributed innovative strategies for client satisfaction.
- Trained and mentored junior consultants, promoting continuous learning and professional growth.
Ops Manager
Anunta Technology
Goregaon
05.2022 - 07.2023
- Spearheaded the Monitoring & Administrative departments of the NOC, ensuring effective management of network and server-related activities
- Managing the network of 100+ global clients with a team of 70 resources
- Collaborating with customer L3 and Dev teams to manage service requests
- Derive clear actions from incident analysis
- Enhanced monitoring tools to address new client requirements.
- Monitored compliance of servers with patch updates, security measures, and vulnerability mitigation.
- Providing suggestions for server upgrades and optimizations based on ticket and alert analysis
- Streamlined onboarding process for new customers and devices.
- Assisted in yearly budget planning for NOC department operations.
Program Manager
HPE
Vikhroli
09.2020 - 04.2022
- Led large, geographically diverse team of resident engineers, coordinating efforts to enhance service delivery.
- Led L3+ escalations and drove investigations till Root Cause Analysis (RCA) and Root Cause Fix (RCF) to prevent recurring issues
- Monitored the delivery of new IT infrastructure projects across India for customers of DHL Supply Chain, ensuring timely completion and adherence to quality standards
- Managed service delivery for existing users and assets, including new user onboarding, ID and access management, and software/application requirements
- Successfully managed email, call, and service/hardware failure related tickets, provided efficient resolution and ensured customer satisfaction
- Managed internal application support, overseeing software licensing to ensure compliance and availability.
- Prepared monthly and annual cost projections for IT department across India, supporting effective budget planning and decision-making.
- Established and maintained effective relationships with vendors, including introducing new vendors, conducting service reviews, and managing pay-outs
Sr. Shift Lead (Shift in Charge)
Reliance Retail IT Ltd.
RCP
09.2019 - 09.2020
- Lead the team of POS Application Support of Reliance Retail Stores.
- Escalated issues from L1 to L2 engineers to enhance support efficiency.
- Executed process improvement projects including call volume deflection, AHT reduction, ticket volume deflection through SD Portal automations, auto assignment of tickets, internal portal enhancements, KM portal development, and reduced ticket escalations from L1 to L2 teams to support FCR and SLA miss analysis.
Team Leader, CNOC
Reliance Jio Infocom Ltd.
RCP
09.2016 - 09.2019
Team Leader, Idea Cellular (Service+)
Aditya Birla Minacs
Chandivali
04.2014 - 09.2016
Sr. Analyst, Performance Reporting
Alcatel Lucent
Navi Mumbai
09.2012 - 04.2014
Team Leader
Enser Communication Pvt. Ltd
Navi Mumbai
09.2010 - 09.2012
Customer Service Executive, Stores
Vodafone Essar Ltd.
Chembur
08.2009 - 09.2010
Education
Graduated - Information Technology
Berhampur University
Odisha, India01-2009
Higher secondary - Computer Science
Khemundi College
Digapahandi, Odisha, India01-2006
Skills
- Solution design
- DevOps practices
- IT infrastructure
- Patch Management
- Vulnerability Mitigation
- Incident management
- Network monitoring
- Effective communication
- Stakeholder Management
- Service Excellence Management
- Team Management
- Resource allocation
- Effective communication
- Customer escalation
- Solution design
Certification
• Pursuing the Basics of AI (Capabilities & Best Practices)
• PMP training completion certification
• ITIL V3 certification
• Six Sigma Black Belt post-completion certification.
• PMP training completion certification
• ITIL V3 certification
• Six Sigma Black Belt post-completion certification.
Languages
English
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
Odia
Native
Native
Marathi
Elementary (A2)
A2
Bengali
Elementary (A2)
A2
Timeline
Technical Solution Consultant
Hewlett Packard Enterprise
06.2024 - Current
Ops Manager
Anunta Technology
05.2022 - 07.2023
Program Manager
HPE
09.2020 - 04.2022
Sr. Shift Lead (Shift in Charge)
Reliance Retail IT Ltd.
09.2019 - 09.2020
Team Leader, CNOC
Reliance Jio Infocom Ltd.
09.2016 - 09.2019
Team Leader, Idea Cellular (Service+)
Aditya Birla Minacs
04.2014 - 09.2016
Sr. Analyst, Performance Reporting
Alcatel Lucent
09.2012 - 04.2014
Team Leader
Enser Communication Pvt. Ltd
09.2010 - 09.2012
Customer Service Executive, Stores
Vodafone Essar Ltd.
08.2009 - 09.2010
Graduated - Information Technology
Berhampur University
Higher secondary - Computer Science
Khemundi College
Career Gap
07/01/23, Medical Condition, infection in the knee ligament. Completely recovered and fit to work now.
Personal Information
- Date of Birth: 11/24/88
- Place of Birth: Hirakud, Odisha
- Father's Occupation: Retired from Service
- Mother's Occupation: Home Maker
Career Gap
07/01/23, Medical Condition, infection in the knee ligament. Completely recovered and fit to work now.