Sudip Dasgupta
Operations Manager
Hyderabad
Summary
Operations Manager with overall 16 years of successful experience in customer service, Analytics, Quality, Operations, process improvement and overseeing and optimizing performance metrics. Recognized consistently for performance excellence and contributions to success in IT Services and Customer support Industry. Strengths in Operations and Analytical backed by training in Six Sigma, Agile and ISO certified auditor. Strong focus on team collaboration, adapting to dynamic environments, and delivering impactful results. Expertise in data analysis, operational oversight, and continuous improvement initiatives. Known for reliability, strategic thinking, and fostering productive and cohesive team atmosphere.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
Work History
Proactive Monitoring Manager
Salesforce
Hyderabad
10.2021 - Current
- Manage a support team to achieve objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time and project deadlines.
- Manage a team of highly skilled engineers to handle daily case volume and major customer escalations.
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon and employee development goals.
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
- Foster and facilitate the professional growth and development of team members.
- Communicate and coordinate with departments across the organization including CSM, TAM, product management and tools team.
- Identify opportunities to improve metrics and team efficiency.
- Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, to set expectations, and to coach and develop employee skills.
- Identify and implement changes to methods, processes systems and technologies operational metrics.
- Collaborate closely with peer managers and other stake holders as part of a global team to ensure regional goals are met.
- Foster a culture of teamwork and continuous improvement, empowering staff to innovate processes and exceed customer satisfaction benchmarks.
Operations Manager
Mindtree
Hyderabad
06.2019 - 10.2021
- Supervise Technical Support team ~35 Engineers (Direct Reports - 4 Team Leaders).
- Managing front line customer facing team ensuring prompt and professional support for internal/external customers.
- Ensuring staffing and skills levels are maintained 24/7 by managing shift staffing schedules including weekends and holiday coverage of support.
- Identify process gaps and expertise to make products/service recommendations with respect to issues, opportunities and improvements, focusing on effective and innovative solutions.
- Conduct Daily internal team meetings to apprise on the updates, scores and performance.
- Partnered with Talent Acquisition team and Employee effective hiring strategies to identify talented employees.
- Developing people to provide value to their own careers as well as to the company.
- Be highly available and involved at a high level in the resolution of disaster recovery situations.
- Fostered a collaborative environment at Mindtree Ltd, enhancing cross functional teamwork. Facilitated seamless communication channels, resulting in improved project outcomes and client relationships.
Delivery Analyst Lead
IBM India Pvt Ltd.
Hyderabad
02.2015 - 06.2019
- Lead a team of 12 Green belts for ABB, SONY and system Operations Management.
- Conduct statistical analysis on quality metrics to ensure that processes/ business are within control limits.
- Worked with green team members across locations to improve and change QA / RCA process by seeing if any solutions can be implemented or applicable to other locations / centers.
- Identify trends, process/product vulnerabilities and recommend strategy for improvement.
- Develop and maintain standard support procedures and other documentation as required to ensure support, availability and continuity of IT services to agreed SLA's and KPI's.
- Fostered seamless collaboration between delivery teams and stakeholders at IBM. Facilitated clear communication channels, ensuring alignment on project goals and timelines.
Process Developer / Geo Content Reviewer
Global Logic
Hyderabad
03.2012 - 01.2015
- Working on Mapping as geo content reviewer.
- Also keeping track of the productivity and quality for the team, and giving feedback based on the area of improvement.
- Create and execute training roadmaps specific to process requirements and revises as appropriate to meet changing needs and requirements.
- Build and foster healthy group dynamics.
- Awarded twice, as the best mentor and for all round support in driving various training and process techniques to the team.
- Participated in continuous improvement by generating suggestions, engaging in problem solving activities to support teamwork.
Technical Support Representative
Dell International Services
Hyderabad
08.2011 - 02.2012
- Manage consistent user to agreed tools and methods to address and resolve user identified problems in line with service level agreements.
- Provide support, coaching and mentoring to support team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards.
- Escalate performance issues with internal and/or external providers to minimize adverse impact of systems availability on business continuity.
- Provide clear ownership and resolution of incidents/faults logged against applications/systems.
- Monitored call quality and provided individual feedback to enhance performance and address areas in need of improvement.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Technical Support Executive
Wipro
Hyderabad
05.2009 - 04.2011
- Ensure completeness of root cause for major/critical incidents and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents.
- Manage all requests for system access, network and hardware, ensuring full compliance to agreed SLA's, security policies and procedures.
- Understanding customer need and having a quick solution to satisfy the same maintaining company policies.
- Addressing issues raised by customers with prompt action and providing them quality service at any given point of time.
- Proficient in manpower planning, its growth and development in terms of revenue as sales pitch.
Education
MBA - Business Administration
Osmania University
Hyderabad 06.2011 - 04.2013
Bachelor of Science -
Scholars Degree College (OU)
Hyderabad 06.2006 - 07.2011
Intermediate Certificate -
Higher Secondary
Hyderabad, India 04.2004 - 05.2006
Skills
Leadership
Process Improvement
Strategic Planning
Performance Metrics
Customer Avocacy
undefinedAccomplishments
- Awarded as the Best Operations Manager with rolling trophy consecutively for 3 quarters (Mindtree)
- Awarded best performer in quality (Q1 2017), for driving maximum number of defect prevention programs. (IBM)
- Awarded as the best Lead in quality (Q3 2017), for improvising business requirement and bringing stability. (IBM).
- Awarded twice as the best mentor for all round support in driving various training and process techniquies to the team. (Global Logic).
Certification
Lean Six Sigma - Green Blet Certified
Timeline
Proactive Monitoring Manager
Salesforce
10.2021 - Current
Operations Manager
Mindtree
06.2019 - 10.2021
Delivery Analyst Lead
IBM India Pvt Ltd.
02.2015 - 06.2019
Process Developer / Geo Content Reviewer
Global Logic
03.2012 - 01.2015
Technical Support Representative
Dell International Services
08.2011 - 02.2012
MBA - Business Administration
Osmania University
06.2011 - 04.2013
Technical Support Executive
Wipro
05.2009 - 04.2011
Bachelor of Science -
Scholars Degree College (OU)
06.2006 - 07.2011
Intermediate Certificate -
Higher Secondary
04.2004 - 05.2006
Lean Six Sigma - Green Blet Certified
Watson Trained and tested
Agile Champion trained
ISO - 20K Certified Auditor
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