Prodipto Basu
Head Of Operations
Bengaluru
Summary
Expertise in the areas of Customer Centricity, Service Management, Global IT Operations & Service Delivery within the Organization. Provide Leadership, strategic and tactical direction for all facets of services, including day-to-day Operations and ongoing maintenance for Top Businesses and Customers. A strategic planner with expertise in handling Global Teams (UK, Europe, USA, Australia) with key focus ensuring optimal utilization of available resources. Possess excellent interpersonal, communication, negotiation with business & organizational skills with team management & customer relationship management skills. Relationship-development expertise that complements the ability to aggressively build good relationship with Business Partner and Successful Operations over sites. Experienced in developing SOP's (standard Operating procedures), SIP's (Service Improvement Plan) for business excellence. Proven leadership to lead big teams' and building skills, coupled with the ability to direct strong teams in managing customer relationships and providing investment services.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Head of Operations
Continental Automotive
09.2021 - Current
- Defining & Leading the Operational Strategy, Operational transition, Customer Onboarding & Support, process, business systems/ tools, delivery, optimization, budget, efficiency and review operational performance.
- Leading Customer centric teams comprising of Global Service Desk – L1 – L3, SRE's, DevOps , Incident Management and other Service Management Roles. Defining and setting measure, customer centric operational environment for support.
- Driving Incident Management, Problem Management, Change Management , Knowledge Management, Escalation Management.
- Ensures that the Service Level Management process and working practices are effective and efficient.·
- Ensures that (business) management is sufficiently informed as to the volume, impact and cost of SLAs.
- Organizes service monitoring meetings (SLA, incidents, costs)
- To design and maintain the underlying structure of the Customer Agreement Portfolio, and to provide templates for the various SLM documents.
- To capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications.
- Manages the product life cycle in interface with the internal customer
- Ensures continuous improvement.
- Ensures that Service Performance Reviews are regularly performed, and any required actions are performed.
- Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers.
- Relationship with support partners.
- Review and Building Dashboards and KPIs to stakeholders.
- Carried out day-day-day duties accurately and efficiently.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Senior Operations Manager
British Telecoms
06.2015 - 09.2021
- Leading the Operational support for Sabadell / MasterCard / SWIFT / Rolls-Royce/ WorleyParsons / Novartis / Bank Of America /KPMG.
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Oversaw staff and sub-contractor performance review assessments.
- Prepared documents for internal and external audits.
- Lead the Operations and technology infrastructure strategy and execution for the enterprise.
- Coordinator between Support Team and Business Area / Clients.
- Following customers issues as both technical and non-technical related, which caused customers dissatisfaction.
- Defining SLA's to ensure the correct target of customers' satisfaction are reached
- Experienced in developing SOP's (standard Operating procedures), SIP's (Service Improvement Plan) for business excellence and migrating new process and setting up.
- Ensure SLA's are achieved and client expectations are met (or exceeded).
- To build services relationships with various business stakeholders.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
Manager of Operations
HSBC
07.2006 - 06.2015
- Have worked with the Bank over 9 Years in IT Operations and have been part of various IT support teams during this period. Primarily
- Managing the IT Service Operations within the bank to support customer worldwide which included APAC, Middle East, UK & Europe and Americas.
- Driving Incident Management, Problem Management, Change Management, Request Management, Service Level Management, Tools and support Team, Capacity management
Analyst
Genpact
11.2005 - 06.2006
- Job profile includes high-end trouble shooting for dell laptops.
- Providing resolutions, tracking open-end issues.
- Escalating calls, replacing parts and providing online support to overseas clients.
Education
Bachelor of Commerce -
University of Calcutta
Kolkata06.2005
Skills
- Customer Operations
- Operations, Service Management, IT Infrastructure
- Incident Management
- Problem Management
- Change & Configuration Management
- Release Management
- Service Level Management
- Major Incident Management
- Client Management
- Vendor / Supplier Management
- P&L management
- ISO Audits – Internal and External
- Relationship Management
- Project Management
- An effective communicator with leadership & mentoring skills for proper handling of people & team Management Adaptability
- Excellent Team Leadership
- Cost Control and Reduction
- Build Customer Relationships
- Business Operations
- Organizational Strengths
Certification
- ITIL V3 (Foundation) Certified,
- Service Offerings and Agreements Certified
- Lean Bronze Certified (Recourse Optimization)
- ITIL Service Operation Intermediate Trained
- Project Management Professional Trained (Eligible with 35 PDU's)
- AZ-900: Microsoft Azure Fundamentals - Certified
- Agile Scrum Methodology
- Six Sigma – Trained
Street Photography & Travelling
I am an enthusiastic Street Photographer and have participated in few competitions. I travel to learn, explore culture, people, food and have explored 15 countries so far.
Timeline
Head of Operations
Continental Automotive
09.2021 - Current
Senior Operations Manager
British Telecoms
06.2015 - 09.2021
Manager of Operations
HSBC
07.2006 - 06.2015
Analyst
Genpact
11.2005 - 06.2006
Bachelor of Commerce -
University of Calcutta
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