Hi, I’m
Sneha Roy
Kolkata,INDIA
Summary
9 years of Experienced Business Relationship Manager possessing a collaborative style which delivers measurable results and assists in establishing and maintaining productive working relationships with stakeholders and decision-makers .
An enthusiastic and quality focused IT Service Delivery Manager with a solid background in IT Customer Support; with proven experience within IT Infrastructure and Systems Support for a diverse portfolio of clients and sectors; managing remote teams globally and delivering services across multiple geographies. Recognized for a strong sense of commitment and proactively driving process improvement; utilizing several IT Service processes (Incident Management, Change Management, Service Management and AI integrated Service Desk Management) to deliver high-quality service support. With an ability to manage, motivate and inspire support teams of varying sizes, accomplished by engaged coaching, mentorship and training to ensure consistent service quality.. Currently working as a detail-orientated SIAM , AI integrated Service Desk Operation Manager in Accenture IT Service Desk since September 2021 till date. Manging retail projects with 3000 stores across geographies along with 200+ service people. Worked as a Team Lead in Capgemini IT Service Desk since December till September with a US/ Canada retail project with 500+ franchises and stores. Owning a successful track record of delivering business and digital change and transformations, including several Service Desk implementations covering (Design, Pitch, Implementation and Decommissioning). Worked as a Senior System Engineer (Shift Lead) with a UK based Service Desk retail domain in Cognizant since December 2019 till November 2020. Worked as Subject Matter Expert of IT-Service Desk in TCS experienced in supporting network infrastructure for multi-user including hardware and applications and remote environments. Adept at communicating with key stakeholders in assessing project needs (2017 till 2019). Senior Business Analyst in developing a BI solution, reporting, Dashboard and predictive analysis in Rich Client and Dashboard and also being the Sales coach of the Technical Support UK Client. 2014—2017 Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
10
years of professional experience
1
Certification
Work History
Accenture Information Technology
Operation Manager
09.2021 - Current
Job overview
- Managing team strength of 180 technicians of two retail (Wendy's and Marshalls)domain projects
- The span includes 4 associate managers who plan, execute and manage projects to deliver the business of 4000+ stores and franchises
- Analyzed financial data to track and achieve budget targets.
- Determining the business scope and exposure by having daily communication with the client front
- Established clear budgets and cost controls strategies to meet objectives.
- Optimized supply chain through effective supplier performance management, resulting in £5 lakh in annual cost savings
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Performance management career counselling, coaching, performance development, 1-1s, mentoring
- Daily supervision of the assigned team where different methodologies have been implemented
- Planning and setting goals for the team
- Conducting performance evaluations of employees
- Supporting employees with training and development activities
- Monitoring team performance to ensure objectives are met
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
- Day to day call calibration for process improvement
- Interaction with client on WSR, DSR, MSR.
Capgemini Technology Services India Limited, INDIA
Operation Lead
12.2020 - 09.2021
Job overview
- Managed 3 projects including 2 Retail (Coop UK & VERTIV)and one automotive (ZKW) domain with a delivery model of 3000+ stores and 500+ Franchise
- Strategically scheduled and managed 150+ staff members, maintaining high-performing business operations.
- Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
- Analyzed operations data to identify process gaps and successfully implement change.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Increased revenue by upselling and recommending products.
- Planning and setting goals for the team
- Conducting performance evaluations of employees
- Generated Key Performance Indicator reporting to drive better performance.
- Supporting employees with training and development activities
- Monitoring team performance to ensure objectives are met
- Increased customer satisfaction by resolving issues.
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
Cognizant Technology Solutions, INDIA
Senior Systems ENGINEER (Shift Lead)
12.2019 - 11.2020
Job overview
- Managed Business to Business support of retail domain (TJX) stores, which includes 500+ Staff
- Served customers to drive sales and deliver top-quality experiences
- Stayed current on processes and procedures to offer relevant assistance.
- Working with the remote tools to login to server for end to end resolution by using VNC
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Taking ownership of the priority incidents and worked on Service Now
- Conducting business knowledge transfer training and preparing knowledge article
- Keep record of problems and their resolution
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
- Day to day call calibration for process improvement.
Tata Consultancy Services, INDIA
Subject Matter Expert
02.2017 - 11.2019
Job overview
- Manage the team of 23 members (Project : Coca-Cola Bottling Company based out of Heartland and Canada )to carry out the full life cycle of the development process of document management in SharePoint and a standalone application development , worked in SNOW and Remedy
- Collaborated with diverse teams to offer guidance and knowledge to drive progress.
- Worked as a quality analyst for the service desk
- Daily client Communication for the call calibration which includes the service improvement, root cause of the issue
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Day to day call audits for the real-time analyst
- Usage of fresco tool for call downloading
- Giving feedback accordingly and conducting training
- Participates in internal quality audits designed to improve overall contact quality and recommend changes
- Reports results of evaluations to appropriate Business stakeholders
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and count profitability goals
- Involved in gathering, analyzing and documenting business requirements and developing Business Requirement Documents and Functional Requirement Specifications
- Led and managed administrative staff to maintain smooth daily operations.
- Conceptual and detailed design for the project based on SharePoint and Microsoft technologies
- Development of architectural design artifacts for IT solutions addressing customer requirements
- Assist development team covering technical and organizational aspects and proper coordination with the client
- Technical leadership for design, development and testing of the implementation effort
- Manage the data migration process end to end
- Own and coordinate business and user testing sign-offs during different phases on the project and manage process optimization
- Coordinate end-to-end life cycle of application release process including testing, quality analysis and assurance, adherence to regulatory requirements and performance analysis
- Ensure through documentation and training processes is maintained for offshore teams for seamless service delivery
- Drafted SOPs and work instructions to enforce consistency and adherence to best practices.
- Handling priority tickets for P2 & P1 for master tickets
- Gather information and determine user's issues, then dispatch the ticket to a resolver group or coordinate with resolver groups
- If the issue cannot be resolved in Level 1, dispatch the ticket to a resolver group or 3rd party.
WIPRO Technology Limited, INDIA
Senior Business Analyst
06.2014 - 01.2017
Job overview
- Technical Support of the corporate plans for the users in (HP Project)UK & North America region
- I have been selected as front-line-tech sales coach
- Daily interaction with BT engineers (if required) to speed up the installation requirements of the user
- Providing Outlook configuration for creating new profiles or other technical issues
- Working on the ticketing Tools like ITSM, BMC Remedy
- Leveraged qualitative and quantitative analysis tools to assess data and report on findings.
- Documented and traced project lifecycle to meet objectives.
- Maintaining Cisco Client VPN and Cisco Any Connect
- Working on many software’s like MS Office Communicator, Live Meeting, MS Outlook 2003-07
- Incident handling
- Working on incidents which are raised for IT related Problems, IT related changes
- Working on Anti viruses like Symantec, Super antispyware, Malware Bytes
- Handling 25 tickets on an average for P3 & P4 issue & also raising P2 & P1 for master tickets
- Maintaining Basic Active Directory related issues and requests, like user Account Creation & management, Domain joining, adding users to particular security groups, Organizational units
- Demonstrated professionalism and courtesy with customers at all times
- Developing Reports on SAP Business Objects tool
- Transmitting the reports to centralized reporting system with Business rule specifications
- Audit preparation of the project for ISO IT auditing
- Identifying Gaps and Streamlining recertification process of User access to Application/Server/Database access for risk mitigation
- Systems technical and functional specifications / tests of new system release, user training, assistance and communication
- Co-ordinate business and user testing and sign-offs and ensure the release cycle deadlines are met
- Design and develop the Universe for all the modules once data migration is complete, for developing the BI solution Universe and create reports and dashboards for business users
- Uncovered root causes of complex business challenges and guided management with data-driven insights.
- Prepare weekly status reports, manuals and documentation on the operation and maintenance of application software
- Preparing Knowledge Transfer Session document for the support members of the features developed in the release development cycle.
- Maximized project ROI, performing user acceptance testing (UAT) to validate user requirements and expectation.
Education
Calcutta UniversityIndia
Bachelor of Science from Computer Science
Skills
- Communications / Presentation
- Leadership
- Relationship Management
- Strategic Business Planning
- Project Management/Service Management
- ITSM Toolsets (ServiceNow, HEAT, Cherwell, Remedy)
- Process Improvement/ITIL
- Leadership / Coaching / Mentoring
- Off-Shore Service Teams
- Data Driven Analysis
Certification
- ITIL Foundation Certificate in IT Service Management (Certificate No: -GR671008509SR) ITIL 4 Edition.
- Certified Lean Six Sigma Green Belt.
- PMP (Project Management Basic)
Personal Information
- Passport Number: R5884977
- Passport Date Of Issue: 11/28/17
- Passport Expiry Date: 11/27/27
- Date of birth: 09/23/92
- Marital status: Married
Custom
- Wall of fame for customer satisfaction.
- Awarded as the best executive for customer satisfaction for months.
- Awarded as the top performer for lead generation.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operation Manager
Accenture Information Technology
09.2021 - Current
Operation Lead
Capgemini Technology Services India Limited
12.2020 - 09.2021
Senior Systems ENGINEER (Shift Lead)
Cognizant Technology Solutions
12.2019 - 11.2020
Subject Matter Expert
Tata Consultancy Services
02.2017 - 11.2019
Senior Business Analyst
WIPRO Technology Limited
06.2014 - 01.2017
Calcutta University
Bachelor of Science from Computer Science
06.2014
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