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SHIRSENDU BHOWMIK
Technical Lead
Hyderabad,TG
Summary
Results-oriented Team Leader possessing in-depth understanding of Major Incident Management and IT Operations practices. Quick learner and can easily adopt to an environment or a process and get accustomed to its technology. Self-motivated individual with strong desire to succeed and meet goals.
- Successful Track Record in IT Operations for 14+ years.
- Been a successful Mentor, SME, Technical Advisor & Team Lead.
- Lead Vendor Operations for 2 successful years.
- 6+ years of successful IT Operations & Major Incident Management.
Overview
3
3
Languages
3
3
years of post-secondary education
15
15
years of professional experience
Work History
Senior Associate
JPMorgan Chase & Co
Hyderabad, Telangana
08.2018 - Current
- I have been successful in driving the Major Incident Management Project.
- Take complete ownership and accountability for the Incident Management process within the Operations Technology LOB, including all major incidents that are reported, and make sure they are resolved within SLA.
- Create an Analytical data daily of the Incidents which the Incident Management team have handled and I share the same with the leadership.
- Work with various teams to monitor and direct the quality engineering and testing work, including everything from UI automation through hands-on (manual/experience) testing.
- Work with the DevOps team on weekly basis to guide the development of operational support tools for our production and internal environments.
- Work closely with the Engineering Managers and Business owners to keep the development and quality goals aligned within the business.
- Participate in and contribute to the weekly strategic planning of technology initiatives.
Technical Advisor
Microsoft
Bangalore, Karnataka
04.2015 - 02.2018
- I have been a successful Technical Advisor and a Team Lead during my tenure with Microsoft Azure.
- I was responsible for enhancing the performance of the support engineering staff at different sites, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.
- As a Technical Lead, I have managed a team of 15 members (dotted line).
- Additional to that, I have been part of the Major Incident Management and have handled P1 Incidents and worked with the partners to resolve them with minimum impact and maximum user satisfaction.
- Onboarded major Organizations into Azure and have been the SPOC for their technical requirements.
- Assisted Pre-Sales teams with their technical queries so they could seal their deals with customers.
- Was highly responsible for creation of process documentation for engineers and spread awareness amongst them.
- Consult, collaborate, and take escalations when necessary.
- Lead cross-technology virtual efforts with the product team to assess future needs.
- Drive the development and management of content for the team.
- Participate in highest-level technical discussions with the product team to resolve product issues and represent customer segments.
- Focus on future needs.
- Lead the Azure Capacity Planning and Management as SPOC during ASIAPAC & EMEA hours.
- POC for Partner relationship and collaboration.
- SME and POC for service launches and process implementation.
- Technical Advisor and SME for MS Suppliers/Vendors.
- Managed team shifts/schedules and ensured critical tickets were handed off to the next shift if required.
- Conducted 1-1 sessions with team members to understand their concerns and judge the quality of the team.
- Provided technical feedback for performance evaluations of Support Engineers.
- Conducted regular technical triages and case reviews and provide feedback/coaching to team members.
- Perform deep-dive analysis on DSAT cases and update leadership with the RCA and recommend solutions for better customer experience.
- As part of the talent acquisition and retention team, conduct interviews.
- I have been successful with the service launches for Azure and have also driven better partner relationships and collaboration amongst Microsoft Partners.
Support Engineer
Spectrum Consultants India Pvt. Ltd
Bangalore, Karnataka
10.2013 - 04.2015
- Part of Microsoft's Cloud Computing process (Microsoft Azure) Subscription Management Support.
- I could provide positive impact to my role and help my team members achieve their goals.
- Communicate with customers via email and telephone correspondence regarding questions, problems, and issues related to Microsoft Azure Services and Developer technologies.
- Drive the case to closure in a positive and professional way to build their trust in Azure.
- Reproduce customers’ issues in the portal and find a way to resolve the same.
- Determine the priority of escalations received and ensure they are taken care of within the given SLA.
- Engage Partnering Team whenever required to resolve the issue.
- Mentoring and helping new engineers with their queries.
- I have been successful with the above role and responsibilities hence, was given a change to groom myself as a full-time employee with Microsoft.
Client Technical Support Sr. Associate
Dell International Services Pvt. Ltd
Bangalore, Karnataka
11.2006 - 09.2013
- Provide Second-Level Technical Support over Phone.
- Assign incidents to the appropriate resolution team and tracks them through to completion.
- Take ownership of the calls until they are all addressed.
- Use troubleshooting techniques and tools to identify technical defects/issues.
- Consistently perform to set targets.
- Identify First-Level support coaching and training needs, priorities, and deliver improvements.
- Act as an escalation point for First-Level support.
- Analyze and report on trends in team quality metrics, identifying, and driving improvement actions.
- Maintain expert knowledge of support tools/services/applications along with future industry products and technologies.
- Comply with schedule adherence to ensure overall service level targets are met.
- Identify and provide input on unique or recurring Client problems.
- Mentored chat and voice support as a Technical Support SPOC to improve their Communication & Technical Skills.
- Been Part of the DELTA TOOL Launch and supported the engineers as Delta SME.
- Been Associated with the BUDDY PROGRAM I have been one of the most successful Senior Associate whom the business would rely upon for crucial projects and programs.
- I have also been recognized and rewarded several times for my success.
Senior Customer Care Executive
Hinduja TMT Ltd
Bangalore, Karnataka
07.2005 - 09.2006
- Worked for a project with Covad Communications, the then 2nd largest internet service provider in the US.
- My day-to-day work consisted of Client interaction and assist them with their installation of the DSL software and configure the Network based on the Operating system.
- Handled DSL projects for AT&T WorldNet & ACN DSL and helped to configure Modems, Routers, which support DSL service.
- Also, I worked on the creation of Trouble Tickets for dispatching Field Service Technicians to the Clients premises.
- Skills & Experience.
Education
Bachelor of Computer Application (BCA) - Computer And Information Sciences
Magadh University
Bodh Gaya, Bihar, India 08.2000 - 10.2003
Skills
Incident Management
undefinedAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20+ staff members.
- Collaborated with team of 14 in the development of Automation Project.
Interests
Movies
Chess
Basketball
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
LinkedIn: https://linkedin.com/in/shiv-bhowmik
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Senior Associate
JPMorgan Chase & Co
08.2018 - Current
Technical Advisor
Microsoft
04.2015 - 02.2018
Support Engineer
Spectrum Consultants India Pvt. Ltd
10.2013 - 04.2015
Client Technical Support Sr. Associate
Dell International Services Pvt. Ltd
11.2006 - 09.2013
Senior Customer Care Executive
Hinduja TMT Ltd
07.2005 - 09.2006
Bachelor of Computer Application (BCA) - Computer And Information Sciences
Magadh University
08.2000 - 10.2003
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