Muralidhar Jha
Howrah
Summary
Results-driven Technical Professional with over 9 years of experience in customer service, operations, and technical support. Achieved significant improvements in SLA management and process optimization through collaboration with cross-functional teams and enhancement of operational workflows. Focused on driving operational improvements and supporting business growth through effective project management and team leadership.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Operations Manager
Infosys BPM
05.2024 - Current
- Led a 40-member APAC team, driving operational excellence, field enablement, and performance governance across sub-regions.
- Oversaw the successful transition of a new project from the incumbent vendor, ensuring process readiness, knowledge enablement, and cross-functional alignment. Provided centralized leadership during stabilization, driving operational continuity, risk mitigation, and performance adherence across a 40-member APAC delivery team.
- Acted as primary point of contact for leadership and stakeholders for Deal and Contract Assist project, ensuring clear communication and alignment on project objectives.
- Collaborated with business support teams to review complex deals, define exception scenarios, and establish streamlined approval and escalation paths.
- Drove deal prioritization and resolution through cadence forums, cross-regional POD collaboration, and support to Service Delivery Leads.
- Identified and implemented process improvements, enhancing efficiency and quality of seller and customer experience.
- Microsoft
Service Delivery Associate
Unisys India Pvt Ltd
08.2019 - 03.2024
- Managed large-scale field service operations supporting multiple enterprise accounts, overseeing incident management, SLA performance, and service delivery across onboarding, steady-state operations, and change initiatives. Acted as the central coordination point between field engineers, service managers, and clients to ensure timely resolution, operational efficiency, and high-quality service outcomes.
- Led and coordinated a team of 50+ onsite engineers, managing service cases from intake through closure, including incident prioritization, workforce scheduling, and real-time dispatch to meet SLA commitments.
- Owned SLA, productivity, and utilization metrics across 12+ client accounts, proactively identifying risks, managing priority incidents, and escalating potential SLA breaches per defined protocols.
- Served as the single point of contact for client inquiries and escalations via phone and email, ensuring clear communication and rapid issue resolution.
- Drove incident and problem management by analyzing recurring issues, implementing corrective action plans, and improving resolution turnaround times.
- Partnered closely with Field Service Managers and Engineers to identify operational gaps and implement process improvements to enhance service efficiency.
- Led change and knowledge management by creating and updating SOPs, process guides, and knowledge bases to support new accounts and evolving service requirements.
- Managed onboarding-to-production transitions for 7 clients, including UAT coordination, workflow integration into service tools, and support for ORTs and tool migrations.
- Utilized service management platforms including SRMS, ServiceNow, Click, and Salesforce to monitor performance, manage incidents, and support reporting.
Sr. Representative Operations
Concentrix Daksh
11.2015 - 12.2018
- Initially started as Process Associate and got promoted as Senior Process representative.
- Handling Inbound Calls for Credit/Loans/Retail -Assets-Process, Escalations Desk, Sales fulfillment.
- Resolving Banking related issues of customers over phone with Bank accounts, clarifying transaction details for respective accounts and Credit cards and Loan accounts.
- Raising tickets for issues pertaining to Banking Applications related issues and sending to relevant team. Following up on the resolution basis on Time SLA.
- Pitching for Sales for expansion of Banking and Monetary relation with Bank.
- Worked on CRM, and other applications like CTL, CRM NEXT, SAKSHAM, PIVOTAL, I-leverage.
- (Axis Bank)
Associate
WIPRO BPO
11.2014 - 05.2015
- Provided technical support to customers over phone and utilized remote control applications for system access.
- Provided technical support to customers via phone and remote control applications, resolving issues effectively.
- Raising tickets and forwarding to onsite technician based on severity of issue.
- Collaborated with technicians to ensure timely updates and resolutions for assigned tickets, enhancing customer satisfaction.
- Engaged with customers at Talk-Talk to offer technical assistance.
Education
B.Tech - Electronics and Communication Engineering
Aryabhatta Institute of Engineering and Management
Panagarh 05.2010 - 06.2014
Higher Secondary -
Shree Jain Vidyalaya
Kolkata 06.2009 - 05.2010
Secondary -
Shree Jain Vidyalaya
Kolkata 06.2007 - 05.2008
Skills
- Operations management
- Project Management
- Performance analysis
- Process improvements
- Process enhancement
- Data managementommunication skills
- Operational efficiency
- Service management
- Capacity planning
- Scheduling
- Data management
- Database tools
- Excel
- MS Office Suite
- PowerPoint
- Financial software
- CRM
- CRM systems
- CRM software
- Automation tools
- Software integration
- Application support
- System monitoring tools
- Technical documentation
- Technical guidance
- Network management
- Compliance
- Compliance strategies
- Quality evaluations
- Productivity evaluations
- Analytical skills
- Escalation management
- Resolution strategies
- Communication strategies
- Prioritizing
- Priority management
- Communication skills
- Process enhancement
- Compliance strategies
- Escalation management
- Resolution strategies
- ITIL4
- SQL
Accomplishments
- Got Merit Certificate for excellent result in Secondary.
- Participated in college’s tech fest and worked on project of 'AUTOMATIC WATER LEVEL CONTROLLER'.
- Recognized and Rewarded for Quality and Sales Top Performer in Concentrix from Client end (Axis Bank) and other performance related appreciations.
Disclaimer
I hereby declare that the information given above is true, complete and correct to the best of my knowledge and belief.
Languages
- English
- Hindi
- Bengali
- Maithili
Hobbies and Interests
- Playing Cricket
- Table Tennis
- Volleyball
- Badminton
Personal Information
- Date of Birth: 07/26/93
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Operations Manager
Infosys BPM
05.2024 - Current
Service Delivery Associate
Unisys India Pvt Ltd
08.2019 - 03.2024
Sr. Representative Operations
Concentrix Daksh
11.2015 - 12.2018
Associate
WIPRO BPO
11.2014 - 05.2015
B.Tech - Electronics and Communication Engineering
Aryabhatta Institute of Engineering and Management
05.2010 - 06.2014
Higher Secondary -
Shree Jain Vidyalaya
06.2009 - 05.2010
Secondary -
Shree Jain Vidyalaya
06.2007 - 05.2008