Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Santanu Chakraborty

IT Business Process Lead [ Designation] / Service Delivery Manager [Role]
Bengaluru

Summary

Bachelor of Commerce Graduate with IT and Management courses done with 18 years of work experience in Accomplished Manager successful orchestrating operations and leading employees. Robust background encompassing problem resolution, business development and customer relations. Thrives in competitive markets with unsurpassed drive, passion and commitment to exceeding expectations in customer satisfaction, revenue and cost controls. Areas include in both Fixed Price Projects and T&M Projects : IT Application Support, Production Support, Project Management, Service Desk Management, Service Delivery Management, Agile Delivery Excellence, Audit & Compliance

Overview

18
18
years of professional experience
19
19
years of post-secondary education
6
6
Certifications

Work History

Senior Process Associate

Infosys BPO
Pune
10.2009 - 10.2010
  • O C TO B ER 2010
  • Catering to Technical requirements of end users and solve technical issues remotely
  • Reporting
  • International Contact Center
  • Ensured CSI as per expectation

Business Process Lead

Tata Consultancy Services
Bengaluru
11.2011 - Current
  • Service Delivery Management role and Project Management role tagged officially to conduct and govern service delivery and project management
  • Effectively managed teams of business process consultants and IT Consultants
  • Lead and conducted in depth analysis of business performance versus business goals
  • Lead process-improvement focus groups as part of the initiative to achieve functional design within it's user systems
  • Managed 10 person team of business and IT consultants
  • Transitioned small to mid sized projects/ applications into TCS as Transition Manager
  • Worked to ensure a positive and hassle-free customer experience
  • Deployment and billing data reporting to senior management and customer on demand and as per agreed frequencies
  • Periodical reviews conducted on risk documentation and updates made to risk documentation Throughout the Service Delivery Cycle
  • Ensured CSI is as per expectation
  • Managed delivery of funded stories and in life deliveries catering to bug fixes
  • Reporting : MSR, WSR, Training & Compliance Tracker, Productivity Matrix, Competency tracker.
  • Audits & Compliance: PMR, UMP, Periodic Audits
  • Service Process design
  • Catering to timely shift roster for team
  • Command Center operation lead [ Production Support ]
  • Service Desk Design preparation and review, SoW and Contract Preparation and review including cost and profit analysis
  • Meeting logistics requirement of team
  • SoP, KEDB Preparation & Governance.
  • BAU : Platform Monitoring, Incident, Service Requests, Problem tickets Management, Shift Left Initiatives, Continuous Process Improvements, SLA Management & Compliance, Drive MI's end-to-end.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Worked with colleagues to create prototypes for designs and training materials.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Confirmed confidential budget reports remained up-to-date for manager.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Assessed business processes and identified ways to boost improvement.
  • Assisted with new hire processing and existing training programs.
  • Optimized core processes to improve business performance and operational agility.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features.
  • Transition Management – Set up of new account L1 Helpdesk and application transition for telecom and insurance accounts respectively.

Technical Support Engineer

Hutchison 3 Global Services
Pune
10.2010 - 10.2011
  • O C TO BER 2010 — O C TO B ER, Catering to Technical requirements of end users and solve technical issues remotely
  • Reporting
  • International Contact Center
  • Ensured CSI as per expectation

Executive - USAP

Bally Technologies Pvt Ltd
Bengaluru
12.2008 - 04.2009
  • A PRIL 2009
  • US GAAP accounting standards
  • Processing Invoices
  • Issue of credit note and payment advise
  • Vendor Account Reconciliation
  • Reporting
  • Team Management

Mid Level Analyst

Accenture Services Pvt Ltd
Bengaluru
04.2006 - 12.2008
  • Conducted research, gathered information from multiple sources and presented results.
  • Handled [Number] calls per day to address customer inquiries and concerns.
  • Collaborated with team members to achieve target results.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Used coordination and planning skills to achieve results according to schedule.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Increased customer satisfaction by resolving issues.

Process Associate

Reliance Infostream Pvt Ltd
Mumbai
06.2004 - 04.2006


  • Catered to customer queries
  • Ensured CSI as per expectation

Education

Bachelor of Commerce - Commerce & Accounts

University of Calcutta
Calcutta University
05.1998 - 04.2002

Plus 2 - Higher Secondary

Vivekananda College
West Bengal Board Of Higher Secondary Education
05.1996 - 04.1998

ICSE -

St Paul's Boarding And Day School
Kolkata
05.1985 - 04.1996

Information Technology and management -

Utkal University
Informatics Computer Institute
05.2002 - 04.2004

Skills

Leadership & People Management

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Accomplishments

Transitioned new sub accounts and new application support to TCS from Client [ UK & US both in telecom and insurance domain respectively ]

Participated in and secured TL9000 Audit [ External Audit for TCS]

Best team award won in Telecom Domain - UK Client


Certification

Lean Six Sigma E0

Timeline

Digital - DevOps & Continuous Integration

10-2020

NOSQL

10-2020

Cyber Security - IS

08-2020

Intellectual Property Rights

07-2020

Process Improvement

07-2020

Lean Six Sigma E0

06-2020

Business Process Lead

Tata Consultancy Services
11.2011 - Current

Technical Support Engineer

Hutchison 3 Global Services
10.2010 - 10.2011

Senior Process Associate

Infosys BPO
10.2009 - 10.2010

Executive - USAP

Bally Technologies Pvt Ltd
12.2008 - 04.2009

Mid Level Analyst

Accenture Services Pvt Ltd
04.2006 - 12.2008

Process Associate

Reliance Infostream Pvt Ltd
06.2004 - 04.2006

Information Technology and management -

Utkal University
05.2002 - 04.2004

Bachelor of Commerce - Commerce & Accounts

University of Calcutta
05.1998 - 04.2002

Plus 2 - Higher Secondary

Vivekananda College
05.1996 - 04.1998

ICSE -

St Paul's Boarding And Day School
05.1985 - 04.1996

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Santanu ChakrabortyIT Business Process Lead [ Designation] / Service Delivery Manager [Role]