Shubhankar Mitra

Role: ITIL Expert & SIAM Solution Architect

Responsibilities:

• Involved in diverse IT consulting opportunities encompassing ITIL best practices, ITSM, SIAM, Digital transformation, Governance, Process maturity & compliance.
• Efficiently managed Service Integration & Collaboration for Gavi Alliance, Inc., a prominent Tech Mahindra client in Health & Life Sciences.
• Continuous collaboration with IT Teams on the development of processes and applications, transformation, automation based on business & stakeholders requirements.
• Actively involved with the Global Pre-Sales team of Tech Mahindra and immensely contributing towards the growth of the organization by providing ITSM & SIAM related solutioning towards RFIs, RFPs, RFQs, RFS as and when received from customers; working closely with the Sales team through RLS preparation & analysis, regular participation in Defense meetings, BAFO meetings, etc.

Project 1 : EDF Energy Plc.

Role : Online Support Services via email & Web Chat

Duration : October 28, 2015 to October 31, 2016

Responsibilities:

• Provided excellent SME-based online support services to U.K. customers, effectively addressing queries related to utility usage through email and webchat.
• Maintenance, continuous analysis and management of customer account details through SAP CRM.

Project 2 : BJ's Wholesale Club, Inc.

Role: IT Service Delivery / Infrastructure support Mgmt.

Duration : November 1, 2017 to November 30, 2022

Responsibilities:

• Maintained round-the-clock real-time monitoring of the business' retail IT Infrastructure.
• Led and managed critical verticals of Service Management, such as IT Service Desk, IT Command Center, Incident & Major Incident Management, Problem Management, and Governance.
• Extensively worked in various IT service delivery roles including Autosys Lead, Service Now Lead, Major Incident Management, Problem Management, Change Management, Stakeholder Management, and Service Desk Management for the project.

Role: Foreclosure consultant

Responsibilities:

• Providing expert Foreclosure consultation services to the Home loan investors of prominent U.S. investing companies, including Freddie Mac, Fannie Mae, and Altisource.
• Collaboration with US legal attorneys and internal departments to efficiently facilitate foreclosure processes for home loan investors.
• Conducting in-depth analysis and research on borrower home loan accounts to generate detailed reports.

Role: IT Service Desk Manager

Responsibilities:

• Managed and supervised the IT Service Desk operations for Petrofac, Plc. at IBM India
• Assisted in preparation, analysis, and submission of MIS reports.
• Ensured operational excellence by meeting SLAs and SLMs, while delivering exceptional customer service.
• Managing a 15-20 members Service Desk team, working towards Services delivery.

Role: IT Technical Support

Responsibilities:

• Worked as a Subject Matter Expert for All in One Printers and Desktops of Hewlett Packard.
• Delivered efficient technical support to Hewlett Packard customers in the United States through thorough telephonic troubleshooting and problem resolution.
• Generated revenue by effectively up selling and cross selling Hewlett Packard products.