Pooja Roy
Kolkata
Summary
Experienced Operations Manager with 12 years of experience in IT industry. Having customer-focused background coupled with expertise in Operations Management. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager
Amazon Development Centre India
12.2022 - Current
- Achieved operational and business goals for two of Amazon's European marketplaces within the Retail Pricing unit, driving data-oriented analysis, technology adoption, and process improvements
- Defined key performance indicators, goals, and team direction to provide the best support to the customer's solution and ensured business continuity and end-to-end operations in the project environment
- Led multiple Amazon Sales across European marketplaces cluster as the single POC, which included preparation of team roster, headcount allocation, tracking incoming allocation volume, developing strategies for ad-hoc urgent business requests, achieving targeted business goals and managing escalations, till successful closure of Sales period
- Served as an escalation point for issues; provided guidance, resolved issues as necessary, and removed obstacles for team
- Analyzed huge data sets and highlighted recommended solutions and decisions to bridge the gaps
- Provided comprehensive operational reporting to senior management and stakeholders at process level, ensuring visibility into key performance metrics
- Enforced high performance and leadership standards, influencing hiring decisions and daily operations with a focus on sustained excellence
- Mentored associates to foster growth through targeted coaching, development initiatives, and personalized performance improvement plans
Operations Manager
Tata Consultancy Services
11.2015 - 12.2022
- Hands on Experience in an IT support environment with thorough knowledge in ITIL framework and working experience in ITSM tool, namely ServiceNow
- Proactively contributed to identifying risks, finding solutions, establish best practices and continuous process improvement plans
- Collaborated with other towers e.g
- Infrastructure & Network, ServiceDesk, Desktop support, Automation & MIS teams, led the coordination of escalations and resolutions for major service issues, ensuring swift incident and problem resolution while implementing changes across the teams
- Analyzed metrics data to identify trends and areas for improvement within teams
- Ensured systems consistently maintained a stable state and met SLA requirements
- Proactively monitored and developed dashboards to identify trends and customer escalations, utilizing data-driven insights to recommend technical and business process changes
- Prepared and presented comprehensive daily, weekly, monthly, and quarterly service review reports for customers, resulting in improved transparency and alignment, and tracked actionable items for closure
- Managed service quality using NPS scores, providing insightful feedback to team members and driving continuous improvement initiatives
Senior Systems Engineer
Infosys Technologies Ltd
02.2013 - 10.2015
- Performed L1 and L2 activities of Unix administration (Linux and Solaris)
- Project Scorecard creation on monthly basis which involved analysis of overall tickets, SLA missed tickets with reason, reopened tickets, efforts, productivity
- Ensured SLA/MTTR adherence for Incident/Request tickets
- Created document management protocols and presented to management for review
- Performed root cause analysis to provide resolutions for production issues
Education
MBA - Operations & Strategy
Indian Institute of Management (IIM)
Kozhikode, KL04.2021
B.Tech - CSE
Institute of engineering & management (IEM)
Kolkata, WB08.2012
Skills
- Operations Management
- Process Improvement
- SLA Adherence
- Service Delivery
- IT Service Management
Certification
- ITIL 4 Foundation Certificate in IT Service Management
- KPMG Certified Lean Six Sigma Green Belt
Volunteering
Active participant in Amazon's GMV (Global Month of Volunteering) initiatives since 2022
Timeline
Operations Manager
Amazon Development Centre India
12.2022 - Current
Operations Manager
Tata Consultancy Services
11.2015 - 12.2022
Senior Systems Engineer
Infosys Technologies Ltd
02.2013 - 10.2015
B.Tech - CSE
Institute of engineering & management (IEM)
MBA - Operations & Strategy
Indian Institute of Management (IIM)
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