RANTOOM CHATTERJEE
Kolkata
Summary
Motivated Service Delivery Manager with more than 18 years of overall experience. Expertise in Program management, Client relationship management, IT Operations Management, IT Service management design and implementation and Project Management.
An expert in promoting efficient methods that provide process optimization and cost savings.
Ready for a new position where attention to detail and a wide knowledge of technology can be utilized.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager / Client Relationship Manager
Tata Consultancy Services
11.2019 - Current
- Worked as client liaison, interacting with clients, understanding requirements, proposing highly efficient solutions with regards to Infrastructure solutions
- Engage with team to decode the client requirements, come up with innovative solutions and finalizing infra solutions
- Interacting with stakeholders to strategize future infrastructure roadmap, influence portfolio management and budget decisions, cloud onboarding, cloud migration, enterprise architecture, legacy transformation, program planning, and ideation for innovation and automation
- As Service Delivery Manager offshore, leading 4 high performing teams (55 members) to provide seamless and high quality customer experience
- Involved in hiring process to assess like minded passionate techies and enable the organization to create a healthy and technically growing environment.
- Ensured SLA compliance and maintained service delivery quality standards, developed and implemented strategies to improve customer satisfaction levels.
IT Service Management Consultant
Tata Consultancy Services
03.2011 - 10.2019
- Designed and implemented Service Management solution for cloud for one of the largest energy supplier of West USA
- Executed ITSM assessment for largest conglomerate of Japan and provided significant process improvements, leading to service optimization and 10% cost reduction
- Worked as process consultant to design and propose the SLM framework, SACM process for clients
- Responsible for agentless discovery and baselining of Assets for CMDB population, for 25 locations across the globe including Americas, APAC and EMEA regions; which included setting up of mid servers across locations for discovery, running discovery schedules, data validation and reconciliation
- Active participation in designing the License management system.
Senior Systems Engineer / Change/Configuration Manager
Patni Computer Systems
Mumbai
06.2010 - 03.2011
- End to end management of ITSM processes mainly Change management and Release management, Asset and License management and CMDB process
- Setting up asset disposal process
Operations Lead Specialist/ Major Incident Manager
IBM India Pvt Ltd
Chennai
07.2008 - 06.2010
- Incident & Problem management, Escalation handling and SLM reporting.
- Responsible for transition of major incident management process from UK to India
- Traveled to UK for Knowledge transfer & been the SPOC for training related to the transition
- Worked as offshore Team Lead for a team of 8 people
Systems-Specialist
HCL COMNET LTD.
Noida
08.2006 - 06.2008
Patni
- Design, Setup and monitor SLM and associated reporting.
- Defining & implementing the ITIL process for different tracks of the project
- As an incident coordinator, preparation of Incident reports for major incidents, sending out alerts to business & monitoring the incident & inform it to the problem manager
- Handling of licensing calls as a part of license management in Assyst tool
Education
Bachelor of Technology - Computer Science
West Bengal University of Technology
Kolkata, India08-2006
Skills
- Passion for Technology
- Team building
- Customer Engagement
- Operations Support
- Client Relationship Management
- Risk Mitigation
- Performance Improvement
- ITIL Framework
- Service Level Agreement Management
- Continuous Improvement
- Leadership
- Project lifecycle management
- Enterprise implementation
- Requirement Definition and Analysis
- Quality Assurance
- Strong decision maker
- Service-focused
Timeline
Service Delivery Manager / Client Relationship Manager
Tata Consultancy Services
11.2019 - Current
IT Service Management Consultant
Tata Consultancy Services
03.2011 - 10.2019
Senior Systems Engineer / Change/Configuration Manager
Patni Computer Systems
06.2010 - 03.2011
Operations Lead Specialist/ Major Incident Manager
IBM India Pvt Ltd
07.2008 - 06.2010
Systems-Specialist
HCL COMNET LTD.
08.2006 - 06.2008
Bachelor of Technology - Computer Science
West Bengal University of Technology