Sangeeta Banerjee
Kolkata
Summary
Professional management expert with 11+ Years of proven ability to oversee day-to-day operations and maintain high standards. Known for fostering team collaboration and driving results in diverse environments. Reliable and adaptable, with strong skills in conflict resolution and staff supervision.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Duty Manager/Major Incident Manager
BT E Serve India Pvt Ltd
08.2023 - Current
- As an ITSM Duty Manager, I oversee 35 LI/L2 service desk agents and serve as (Acting) Assistant Manager of Operations, ensuring efficient IT service delivery, managing performance metrics, and driving continuous improvement in service management for a leading Australian Mining Project.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
Technical Lead
Cognizant Technology Solutions
03.2020 - 08.2023
- As an IT Tech Lead, I managed the performance of 26 senior service desk agents, providing technical guidance, resolving complex issues, and ensuring seamless IT support and store operations management for a major US/Canada based Retail Store Chain.
- Improved systems with addition of new features and infrastructure.
- Teamed on development of technology roadmap spanning 3.5 years.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
- Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
- Provided educational expertise and mentoring to junior team members.
Senior Associate Operations
Tata Consultancy services
02.2015 - 03.2020
- As a Senior Associate at a UK utilities company, I managed operations and regulatory compliance in the utilities sector.
- At Citibank North America, I collaborated on BFS trade, focusing on financial products, risk management, and strategic initiatives for Trade Management.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
Senior Executive Operations
Wipro BPS Pvt Limited
08.2013 - 10.2014
- As a Networking Service desk Associate and SME at Wipro BPS for BT Openreach telecommunications, I handled fault resolution and provisioning tasks
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- My responsibilities included diagnosing network issues, coordinating with field technicians, and ensuring timely resolution of service interruptions
- I also maintained detailed records and provided technical support to customers and internal teams
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
Junior Exe. Operations
Limtex Infotech Pvt Ltd
08.2014 - 12.2041
- Website development associate
- Roles: Pre-sales, designing catalogue of website to be mitigated with Irish Clients
- Start to end monitoring of the website building process and omit application errors, update SMO and metatags
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Interacted well with customers to build connections and nurture relationships.
- Collaborated with cross-functional teams to develop innovative strategies for business growth.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
MBA -
University of Mysore
Mysore, IndiaBA - English Hons.
Heramba Chandra College
Kolkata, India01.2014
ISC -
M.H.M.S
Kolkata, India03-2011
ICSE -
M.H.M.S
Kolkata, India03-2009
Skills
- ServiceNow
- Customer Success Management
- Active Directory
- MS Office
- Leadership and Training
- Time Management
- Customer Support and services
- Team Management
- Operations Management
- SOP Development
- Service Management
- Regulatory Compliance
- Vendor Engagement
ROLES
MAJOR INCIDENT MANAGEMENT
As a Major Incident Manager, I play a vital role in coordinating communication among teams during incidents to ensure effective resolution. I rapidly assess incident impacts to prioritize response actions and provide leadership, guiding teams through crises while maintaining focus on critical issues. I emphasize thorough documentation, recording incident details, actions taken, and outcomes for future reference. Additionally, I conduct post-incident reviews to evaluate response effectiveness and identify areas for improvement, ultimately enhancing overall incident management processes.
TECHNICAL LEAD
As a Technical Lead, I oversaw the technical direction of projects, ensuring development teams adhered to best practices and delivered high-quality outcomes. I collaborated with stakeholders to define project requirements and translated them into actionable tasks. I mentored team members, fostering a collaborative environment that encouraged innovation and growth. Additionally, I managed team performance through regular feedback sessions and facilitated skill development to enhance productivity. Through effective communication and strategic planning, I ensured project milestones were met while aligning with organizational goals.
TRADE MANAGEMENT/BFSI
In my role in Trade Management, I managed the execution of trading strategies to optimize portfolio performance and mitigate risk. I conducted thorough market analysis to identify opportunities and trends, ensuring informed decision-making. I collaborated with cross-functional teams to develop and implement trading plans, aligning with overall business objectives. Additionally, I monitored trade performance and compliance with regulatory requirements, providing insights and recommendations for continuous improvement. My focus on accuracy and efficiency contributed to achieving significant cost savings and enhanced operational effectiveness.
ACCESS MANAGEMENT
In my role in IT Access Management, I managed user access to systems and applications to ensure security and compliance with organizational policies. I conducted regular audits and access reviews to identify and mitigate potential risks, implementing necessary changes to maintain a secure environment. I collaborated with cross-functional teams to streamline access provisioning processes, enhancing efficiency and user experience. Additionally, I developed and maintained documentation for access controls and procedures, ensuring clear communication and adherence to best practices. My efforts contributed to a robust access management framework that supported overall IT security objectives.
SERVICE DESK
As a Service Desk Subject Matter Expert (SME), I provided specialized knowledge and support to enhance service desk operations and improve user experience. I analyzed trends in service requests and incidents, identifying areas for process improvement and efficiency gains. I trained and mentored team members, ensuring they had the necessary skills and knowledge to address complex issues effectively. Additionally, I collaborated with IT teams to implement solutions and best practices, facilitating seamless communication between technical staff and end-users. My contributions led to increased service quality and customer satisfaction, supporting the overall goals of the organization.
Hobbies and Interests
- Photography
- Singing
- Playing the Guitar
- Cinephille
- Karate
- Gym
Training
- Change Management (Great Learning Academy)
- Incident Management Basics: ITSM handling and development principles.
- Jira Project Management: Online training on the basics of Jira project management.
- Data Visualization with Power BI Basics.
- Advanced Excel: Training on advanced Excel with DBA macros.
- Six Sigma Green Belt: Training in Six Sigma Green Belt process and implementation.
Certification
- ITIL 4 FOUNDATION [AXELOS]
- CERTIFIED CUSTOMER SUCCESS MANAGER
Personal Information
Gender: Female
DOC: 10TH JAN 1993
Marital Status: Single
https://www.linkedin.com/in/sangeeta-banerjee-39177b185
Alternate Contact
8017327605
Timeline
Duty Manager/Major Incident Manager
BT E Serve India Pvt Ltd
08.2023 - Current
Technical Lead
Cognizant Technology Solutions
03.2020 - 08.2023
Senior Associate Operations
Tata Consultancy services
02.2015 - 03.2020
Junior Exe. Operations
Limtex Infotech Pvt Ltd
08.2014 - 12.2041
Senior Executive Operations
Wipro BPS Pvt Limited
08.2013 - 10.2014
MBA -
University of Mysore
BA - English Hons.
Heramba Chandra College
ISC -
M.H.M.S
ICSE -
M.H.M.S
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