Saurabh Biswas
Lead Service Delivery
C-304 Princess Park ,Ahinsa Khad-2 Indirapuram,Ghaziabad
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Supportive Team Lead with 11 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
Team Lead /Service Delivery Leader- Digital SPCA
Xtreme Productivity
New Delhi
08.2023 - Current
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Negotiated and executed contracts on behalf of department.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Created reports, presentations and other materials for executive staff.
- Coordinated office events, seminars and meetings for staff and clients.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Conducted regular reviews of operations and identified areas for improvement
- Developed and updated tracking spreadsheets for process monitoring and reporting
Lead Technology (Global SD/ IT Infra/BUOperation)
National Australian Bank
Gurgaon
09.2022 - 08.2023
- As a Global Service Desk Lead Manager is to lead a team of Service Desk analysts located in multiple geographic regions to ensure the timely resolution of IT issues and requests for internal and external customers globally. The Global Service Desk Manager is responsible for managing Service Level Agreements (SLAs) to ensure that they are met or exceeded across all regions. Other key responsibilities of the role include:
- Helps to setup Global service desk from Scratch and managed End to end activities such as Hiring, training,Reporting,Stakeholder management, Performance management, Increase in revenue by 5 % in first Q1.
- Coordinating with other IT teams and stakeholders to identify, prioritize, and resolve IT issues and requests.
- Developing and implementing global IT policies and procedures to ensure consistent service delivery across all regions.
- Ensuring that the Service Desk team is trained and skilled in providing excellent customer service.
- Analyzing customer requests and issues to identify areas for improvement and developing appropriate action plans.
- Implementing new technologies and tools to improve the efficiency and effectiveness of the Service Desk team.
- Managing relationships with internal and external customers to ensure their needs are being met.
- Providing regular reports on team performance and analysing trends in customer requests and issues to identify areas for improvement.
- Developing and maintaining a comprehensive knowledge base to support the Service Desk team in resolving IT issues and requests.
- Ensuring that Service Desk processes and procedures are aligned with industry standards, such as ITIL.
- Leading and motivating the Service Desk team to achieve their goals and objectives.
Technical Lead
Cognizant Technology Solutions ( Payroll Scrogg international )
Gurgaon
12.2021 - 08.2022
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Oversaw project budgets, milestones and team performance.
- Conducted reviews weekly/monthly/quarterly with Stakeholders. Manage escalations with stakeholders.
- Ensure Infrastructure service performance meets agreed targets.
- Evaluated and adopted new technologies to address changing industry needs.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Responsible for planing and coordinating all the activities required to perform, monitor and report on the process
- Remediate deviation of a process for its particular division.
- SPOC for all Major Incidents
- Monitor the workload per Tier 1 Analyst
- Monitor the Incidents to ensure that the SLA are respected.
- Ensure the closure of all resolved and end user confirmed incident records.
- Manage delivery of demand optimization effort with th business to deliver savings target against financials.
- Partner with Production Management ensuring effective management of day to day service activities and risks.
- Ensure ITIL disciplines and project management standards are adopted as best practice for Service Management
- Worked with risk and control, ensuring operational and services risks are managed to closures accordingly.
- Developed technical solutions to diverse operational problems.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Hosting weekly/biweekly meeting within the team .
- Designed and monitored required support structure needed to confirm stable and scalable application rollouts.
- Proactively managed client correspondence and recorded tracking and communications.
- Managed team of [8] personnel focused on implementing resolutions and updates
Senior Technical Support Enginner/Consulting Senior Analyst
Getrnonics Solutions Pvt Ltd ( Client MSD Pharmaceuticals Pvt Ltd)
Gurugram
02.2016 - 11.2021
- Responsible for managing overall IT day to day operations to improve infrastructure costs, performance and end user satisfaction
- Provide leadership in planning and managing computer operations and production support, systems and database administration and network operations
- Ensure system performance and SLA's are met
- Lead IT asset management team to ensure assets full lifetime cycle value is achieved
- Provide in depth technical expertise for both tactical and operational initiatives
- Interface with business unit managers to define infrastructure support initiatives and solutions for improving service efficiency and effectiveness
- Work closely with project team members line managers for time allocation and prioritization
- Manages a dynamic team of individuals, constantly searching for creative ways to elevate the capabilities of technology systems to meet business needs
- Monitoring and Managing desktop support, IT service Desk and Leadership support function to ensure BCP.
- Maintaing high performance levels of service-releated processes, and implementing improvement activities wherever necessary.
- Taking accountability of service delivery performance, meeting customer exceptions and driving future demand
- Connecting with Third party vendor in connection with business need.
- Providing accurate and regular reports to Leadership management on performance of service delivery.
- Providing technology support for in-house corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems.
- Time to to time demonstrate KT session to cross department staffs on the effective use of IT tools.
- Proficient in managing both physical and virtual systems
- In-depth knowledge of escalation procedures, incident management and other disciplines releated to service delivery.
- Maintained Laptop, Desktop, Active Directory Support & Network Maintenance and Workstation ID Creation/Deletion.
- Supervised Virtual Machine’s & ESX Servers (CPU, Memory, Disk and Network Utilization) for Security.
- Strong hands on Cisco Applictication ( MS-Temas,CiscoWebex, Jabber, Spark).
- Maintained Laptop, Desktop, Active Directory Support & Network Maintenance and Workstation ID Creation/Deletion.
- Maintaing and monitoring for IT inventory management.
- Supervised Virtual Machine’s & ESX Servers (CPU, Memory, Disk and Network Utilization) for Security Liable to CISCO products and CISCO IPT Strong hands on Apple products configuring and troubleshoot.
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies
- Collaborated closely with upper management to drive strategy through development and implementation of new processes
- Prepared merchandise for sales floor by pricing or tagging.
- Worked in team-driven environments and communicated effectively with stakeholders.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Educated staff on organizational mission and goals to help employees achieve success.
- Documented opportunities for filling identified gaps within model for use at enterprise architecture level
Technical Support Engineer
Sunbeam Group of school
Varanasi
04.2016 - 12.2016
- Interacted with vendor and IT engineers for hardware & software requirement.
- Administrated Troubleshooting 2003, 2008/2012 server (workgroup model).
- Managed user accounts and provided share & security level permissions.
- Liable to install, set-up and maintained network; configured Peripherals, Cabling and Equipment.
- Maintained company strategies like designing, implementing and maintaining Enterprise Network Components.
- Monitored Backup network, hardware, software, files on daily basis as per company policies.
IT Executive
Getronics solutions Pvt Ltd
Gurugram
04.2014 - 03.2016
- Monitored performance issues on Windows Servers & performed Health Checks
- Investigated cause of unexpected server crash, service crash and provided RCA
- Proficient knowledge of window Xp,Window 7, WIndow 10
- OS patch installation on effected system
- Inventory handling
- Provide reports to upper level
- Hands on Remedy tickets.
Education
MCA - Computer Science
IGNOU
Varansi 01.2007 - 12.2010
Skills
Service and application delivery
Accomplishments
- MCTIP From IACM, Delhi.in 2013 yearǁ IT Skills ǁǁǁǁǁǁOperating System: Microsoft Windows XPVersion Name: Professional and Service Pack 3Operating System: Microsoft Window 7Version Name: Ultimate Edition and Service Pack 1Operating System: Red Hat Linux on VM Ware 3.0.1 Build-227600Version Name: Enterprise EditionOperating System: Windows Server 2003Version Name: Service Pack 1, Service Pack 2,R2Operating System: Windows Server 2008Version Name: Standard, Enterprise, Datacenter,R2Operating System: Windows Server 2012, Windows Server 2012 R2Version Name: Foundation, Essentials, Standard, DatacentreRDP, ILO, AD, SCCM, Health Check-upWindows Server 2000, 2003, 2008, 2012ǁ Academic Details ǁǁǁǁǁǁ.
- MCA from IGNOU in 2010 with 64%.
- B.com from Mahatma Gandhi Kasha Vidyapith in 2007.
Certification
AWS Cloud Practioner
Timeline
Team Lead /Service Delivery Leader- Digital SPCA
Xtreme Productivity
08.2023 - Current
Lead Technology (Global SD/ IT Infra/BUOperation)
National Australian Bank
09.2022 - 08.2023
AWS Cloud Practioner
06-2022
ITIL
06-2022
Technical Lead
Cognizant Technology Solutions ( Payroll Scrogg international )
12.2021 - 08.2022
Technical Support Engineer
Sunbeam Group of school
04.2016 - 12.2016
Senior Technical Support Enginner/Consulting Senior Analyst
Getrnonics Solutions Pvt Ltd ( Client MSD Pharmaceuticals Pvt Ltd)
02.2016 - 11.2021
CCNA
10-2015
IT Executive
Getronics solutions Pvt Ltd
04.2014 - 03.2016
MCA - Computer Science
IGNOU
01.2007 - 12.2010
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