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Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Ranita Biswas
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Ranita Biswas

Project Manager
Kolkata,WB

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Project ManagerPMO AnalystSenior Customer Service AdvisorHelpdesk AssociateSenior Representative, Operations

Work Type

Full Time

Location Preference

HybridRemote
Location: Kolkata, WB
Open to relocation: Yes

Important To Me

Work-life balanceCareer advancementFlexible work hoursCompany CulturePersonal development programs

Summary

Dynamic Project Manager with 9 years of professional experience, including 4 years specializing in project management at Wipro Limited. Proven track record excelling in resource planning, stakeholder communication, and financial tracking to enhance client satisfaction. Skilled in leading cross-functional teams and driving operational efficiency; currently pursuing CSM certification to further deepen expertise in Agile methodologies.

Overview

1
1
Certification
9
9
years of professional experience

Work History

Project Manager

Wipro Limited
Kolkata
12.2023 - Current
  • Drove delivery governance and execution tracking for large enterprise clients including Disney, MGM Resorts International, Verizon, Palo Alto Networks, and AT&T, supporting IT, data, cloud, and analytics initiatives.
  • Owned project planning, milestone tracking, RAID management, and reporting, delivering executive-level status dashboards and client-ready updates.
  • Acted as a key client-facing coordination point, managing stakeholder communication, expectations, escalations, and action closures.
  • Managed resource planning and utilization including onboarding/offboarding, capacity forecasting, and coordination across cross-functional technical teams.
  • Governed financial controls such as effort tracking, invoicing validation, budget vs actuals, and variance analysis in collaboration with finance and delivery leads.
  • Supported SOW lifecycle management, renewals, DMU creation/closure, and compliance audits, ensuring adherence to PMO, contractual, and client standards.

PMO Analyst

Zcareers Pvt. Ltd.
Kolkata
02.2023 - 11.2023
  • Prepared and maintained weekly/monthly project status reports, dashboards, and executive summaries highlighting progress, risks, issues, and mitigation plans.
  • Managed RAID logs (Risks, Assumptions, Issues, Dependencies) and ensured timely follow-ups and escalations with stakeholders.
  • Coordinated resource management activities including onboarding/offboarding, extensions, utilization tracking, and demand vs capacity analysis.
  • Supported SOW tracking, renewals, DMU creation/closure, and coordination with finance and deal management teams.
  • Maintained accurate project documentation and repositories using tools such as Excel, Power BI, SharePoint, and PMO tracking systems.
  • Facilitated governance meetings, prepared MOMs, action trackers, and monitored closure of action items.
  • Ensured compliance with audit, process, and documentation requirements, supporting internal and external audits.
  • Identified opportunities for process improvement and standardization within PMO operations.

Senior Customer Service Advisor

Knotify Services Pvt. Ltd.(Wipro Limited)
Bengaluru
10.2022 - 01.2023
  • Handled issues related to Multi-Factor Authentication (MFA) and Citrix products, including password resets and access-related incidents.
  • Used Salesforce (CRM) to log, track, and manage customer cases, ensuring timely resolution and proper documentation.
  • Demonstrated strong ownership and problem-solving skills by managing complex customer issues through detailed analysis and effective questioning.
  • Delivered high-quality customer service by leveraging in-depth product and service knowledge to create positive and professional customer experiences.
  • Met and consistently adhered to call handling guidelines, including service levels, average handle time (AHT), and productivity metrics.
  • Maintained up-to-date knowledge of product and service changes, ensuring accurate information and effective issue resolution.
  • Communicated clearly and empathetically with customers to ensure understanding, trust, and satisfaction throughout the support process.

Helpdesk Associate

NTT Data Information Processing Services Pvt. Ltd.
04.2021 - 07.2022
  • Provided real-time IT support to US Bank employees, including Active Directory account unlocks and troubleshooting Microsoft products.
  • Resolved day-to-day technical issues related to LAN, VPN, RDP, and general desktop and system troubleshooting.
  • Configured and supported desktops and laptops, including application installations, system setup, and BIOS reset activities.
  • Used ServiceNow (CRM) as the primary ticketing tool to log, track, and resolve incidents and service requests in line with SLAs.
  • Delivered Tier 1 IT support to non-technical internal users through desk-side and remote support services.
  • Collaborated with the global service desk team to identify and resolve recurring issues, improving service efficiency.
  • Recommended software and hardware upgrades to reduce system lag and improve overall performance and user experience.
  • Trained and guided end users on software, hardware, and network usage standards, ensuring adherence to IT processes and best practices.

Senior Representative, Operations

Concentrix Technologies
Bengaluru
09.2020 - 04.2021
  • Provided end-to-end IT technical support services to global management teams, ensuring smooth and efficient business operations.
  • Supported the Application Management Group (AMG) by resolving application-related incidents and service requests within defined SLAs.
  • Designed and implemented process improvement initiatives, resulting in a 100% IT incident resolution rate and improved service reliability.
  • Diagnosed and resolved technical issues through in-depth analysis, root-cause investigation, and consistent follow-ups with end users.
  • Collaborated with cross-functional teams to drive faster issue closure and improve overall customer satisfaction.
  • Tracked, analyzed, and enhanced productivity KPIs, supporting the achievement of key business goals and operational performance targets.

Executive

Wipro Limited
05.2017 - 08.2020
  • Oversaw daily PMO operations for 15-20 customer accounts, supporting smooth delivery across engagements.
  • Supported accounts with a combined annual budget of USD 25M-30M, contributing to cost optimization, resource utilization, and governance compliance.
  • Acted as the central point of contact for stakeholders, delivery managers, HR, and TA, facilitating seamless communication and resolution of issues.
  • Managed end-to-end resource fulfillment lifecycle, including resourcing requests, profile evaluation, interview scheduling, and onboarding coordination for multiple projects.
  • Coordinated closely with the Talent Acquisition team to drive external hiring, ensure timely fulfillment, and meet project staffing demands.
  • Ensured alignment of resourcing activities with project milestones and delivery goals, reducing turnaround time and operational risks.
  • Utilized advanced workforce and vendor management platforms such as FieldGlass, Beeline, HireRight, ServiceNow, and Workday to manage schedules, approvals, and workforce data.

Education

Bachelor's of Technology - Computer Science Engineering

Surendra Institute of Engineering And Management
Siliguri
06-2015

Skills

  • Project management
  • Agile methodology
  • Resource planning
  • Risk management
  • Financial tracking
  • SOW management
  • Project scope
  • Ability to Multitask
  • Strong Communication Skills
  • Stakeholder communication
  • Leadership Skills

Certification

  • Certified ScrumMaster (CSM) – Scrum Alliance | Expected Completion: September 2026

Languages

  • Bengali,
  • English,
  • Hindi,

Timeline

Project Manager

Wipro Limited
12.2023 - Current

PMO Analyst

Zcareers Pvt. Ltd.
02.2023 - 11.2023

Senior Customer Service Advisor

Knotify Services Pvt. Ltd.(Wipro Limited)
10.2022 - 01.2023

Helpdesk Associate

NTT Data Information Processing Services Pvt. Ltd.
04.2021 - 07.2022

Senior Representative, Operations

Concentrix Technologies
09.2020 - 04.2021

Executive

Wipro Limited
05.2017 - 08.2020

Bachelor's of Technology - Computer Science Engineering

Surendra Institute of Engineering And Management

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