Rakesh Banik
Kolkata
Summary
Dynamic IT professional with extensive experience at Tata Consultancy Services Limited, excelling in incident management and cross-functional collaboration. Proven track record in implementing agile methodologies and enhancing service delivery processes. Adept at leading teams to achieve project goals while fostering a culture of continuous improvement and technical excellence.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Scurm Master EUC Lead Manager (Client - Croma)
Tata Consultancy Services Limited
Kolkata
01.2025 - Current
- Facilitated daily stand-up meetings to enhance team communication and collaboration.
- Coordinated sprint planning sessions to define goals and prioritize tasks.
- Guided teams in agile practices to improve efficiency and workflow.
- Provided technical support to end users for software and hardware issues.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Tracked service requests through a ticketing system such as Remedy or Service Now.
- Provided excellent customer service by demonstrating knowledge of products and services available in the store.
- Demonstrated knowledge of store products and services to assist customers in their purchasing decisions.
- Trained new employees on customer service standards, sales techniques, and product knowledge.
Service Delivery Partner(Interal IT)
Tata Consultancy Services Limited
Kolkata
01.2022 - 12.2024
- Coordinated delivery schedules to optimize client
- Led team in resolving customer inquiries and technical issues.
- Coordinated training sessions for new support staff to enhance skills.
- Developed support documentation for common troubleshooting scenarios.
- Implemented process improvements to streamline support workflows.
- Collaborated with cross-functional teams to address product-related challenges.
- Managed escalation process for complex customer issues effectively.
- Managed incident response process to ensure timely resolution of issues.
- Coordinated communication between technical teams and stakeholders during incidents.
- Implemented incident management procedures to improve operational efficiency.
DIS Support Infra Engineer (Internal IT)
Tata Consultancy Services Limited
Kolkata
01.2017 - 12.2021
- Designed and developed software solutions for diverse client needs.
- Collaborated with cross-functional teams to enhance project delivery efficiency.
- Conducted system analysis to identify areas for improvement and optimization.
- working on End to End compliant on security paramater of system
- personalize operating system Creation, Linux Support, Desktop Support engineer
Team Leader (Mcgrawhill Project)
Tata Consultancy Services Limited
Kolkata
09.2014 - 12.2016
- Led cross-functional teams to deliver high-quality software solutions.
- Coordinated project timelines and resources for efficient workflow management.
- Mentored junior team members to enhance their technical skills and knowledge.
- Facilitated regular team meetings to discuss project progress and challenges.
Senior Associate (Mcgraw-hill Project)
Tata Consultancy Services Limited
Kolkata
05.2012 - 09.2014
- Led project teams to deliver client solutions efficiently and effectively.
- Coordinated cross-functional collaboration to enhance service delivery processes.
- Developed training materials to improve team performance and knowledge sharing.
Team Leader
Magus Customer Dialoug Pvt LTD
Kolkata
12.2008 - 05.2012
- Led team meetings to discuss project updates and task assignments.
- Coordinated daily operations to ensure efficient workflow among team members.
- Mentored junior staff by providing training and guidance on best practices.
- Facilitated communication between departments to enhance collaboration and support.
Education
Associate of Arts - Arts
University of Kalyani
West Bengal07-2008
Skills
- Incident management
- Technical support
- System analysis
- Service delivery Manager
- Project management
- Scrum framework
- Agile methodology
- ITIL processes
- ITIL expertise
- ITIL framework expertise
- ITIL service management
- ServiceNow administration
Languages
English
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Certification
Professional Scrum Master
Accomplishments
Top Performer Award - 14 times
Timeline
Scurm Master EUC Lead Manager (Client - Croma)
Tata Consultancy Services Limited
01.2025 - Current
Service Delivery Partner(Interal IT)
Tata Consultancy Services Limited
01.2022 - 12.2024
DIS Support Infra Engineer (Internal IT)
Tata Consultancy Services Limited
01.2017 - 12.2021
Team Leader (Mcgrawhill Project)
Tata Consultancy Services Limited
09.2014 - 12.2016
Senior Associate (Mcgraw-hill Project)
Tata Consultancy Services Limited
05.2012 - 09.2014
Team Leader
Magus Customer Dialoug Pvt LTD
12.2008 - 05.2012
Associate of Arts - Arts
University of Kalyani