Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
SHATRUPA DUTTA

SHATRUPA DUTTA

Bengaluru

Summary

Dynamic Project Manager with a proven track record at IBM, specializing in IT operations and service delivery. Expert in Agile methodologies and ITIL framework, I drive impactful project outcomes and enhance client relationships. Successfully led initiatives that reduced ticket resolution time by 30%, ensuring compliance and operational excellence across diverse teams.

Overview

11
11
years of professional experience

Work History

Project Manager - Service Delivery and Operation

Genpact
07.2024 - Current
  • Driving seamless service delivery and high-impact project outcomes across complex ecosystems
  • Directed end-to-end migration of legacy telephony systems across 12 business units, balancing technical risks with leadership objectives and business continuity needs.
  • Developed comprehensive risk assessments, stakeholder engagement maps, and governance frameworks to enable seamless cutovers with minimal service disruption.
  • Facilitated cross-functional workshops to align compliance, operations, and IT stakeholders, ensuring shared ownership of the migration strategy.
  • Created executive dashboards and communication plans to provide C-suite visibility, enable informed decision-making, and maintain transparency through all project phases.

Project Manager - IT Operations & Client Engagement

Kyndryl & IBM
09.2018 - 07.2024
  • As a Project Manager, managed the project delivery, build and maintain client relationship. Led projects of Data Center Migration, Network Infrastructure Migrations, Application Development and Midrange Services
  • Managed service delivery for high-impact clients, ensuring SLA adherence, incident resolution, and continuous improvement
  • Implemented service transition plans for new accounts, integrating ITIL practices and client-specific KPIs
  • Spearheaded process optimization initiatives that reduced ticket resolution time by 30%
  • Built trust with clients through proactive communication, empathy-driven escalation handling, and quarterly service reviews

Quality Lead

IBM
10.2014 - 09.2018
  • Ensured quality compliance through continuous process improvement and operational refinement.
  • Led review and resolution of non-conformances, CAPAs, and customer complaints, driving timely closure and compliance with standards.
  • Analyzed root causes and monitored corrective/preventive action effectiveness, minimizing recurring quality issues.
  • Owned key quality metrics and led initiatives to improve leading and lagging indicators, driving business KPIs and customer satisfaction.
  • Developed and managed organization-wide Quality Management System – QMS, achieving ISO 9001 and ISO 20000 certification.
  • Spearheaded process improvement projects, delivering measurable cost savings, reduced cycle times, and enhanced productivity.
  • Collaborated with cross-functional teams to define KPIs, standardize workflows, and implement upstream solutions for operational excellence.

Education

Bachelor of Chemical Engineering -

The Heritage Institute of Technology - West Bengal University of Technology
West Bengal, India
06.2010

Skills

  • Agile methodologies
  • Azure cloud services
  • Prince2 project management
  • Confluence collaboration
  • Identity and access management
  • ISO 20000 standards
  • ITIL framework
  • Microsoft 365 suite
  • Mondaycom project tracking

Accomplishments

  • Blue Star Award for consecutive 3 Years from IBM.
  • Customer Satisfaction Champion 2010, IBM India.
  • Best Performer Award for the year 2020, IBM India.

Timeline

Project Manager - Service Delivery and Operation

Genpact
07.2024 - Current

Project Manager - IT Operations & Client Engagement

Kyndryl & IBM
09.2018 - 07.2024

Quality Lead

IBM
10.2014 - 09.2018

Bachelor of Chemical Engineering -

The Heritage Institute of Technology - West Bengal University of Technology

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SHATRUPA DUTTA