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
Analytics & Insights
Project ManagementCustomer Relationship Management
IT Production Support Management,
IT Project Management
Service Delivery Management
Transition Management
ITIL E0 & E1 Certified
Azile Way of Working Foundation Certified
Growth and Transformation Awareness E0 Certified
Functional Documentation Certified
Life Sciences Drug Development Process Certified
Fife Sciences - Chromatography Data Intermediate Certified
Sourcing & Procurement Intermediate
Sales Order Management E0 Foundation Certified
Logistics Fleet management and Warehouse Management Foundation
Inventory Management Foundation Certified
Contract Management Certified
Operation Procurement and Procurement Helpdesk Foundation Certified
Strategic Sourcing and Category Management Certified
Environmental Health and Safety Foundation
Life Science - Chromatography Data Certified
Cross Culture Skills UK - Certified
Data & Analytics
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