Somen Ganguly
Hyderabad
Summary
- Overall 13 years of experience in IT Operations and Service Delivery. From conception to execution, providing clear and concise communication, and directing resources to meet business objectives. Business Oriented
- Quality and Performance Driven
- Good Communication Skills
- Quick Learner.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Lead – ITSM and Reporting
Zensar Technologies Limited
Hyderabad, IND
06.2021 - Current
- ITSM, SLA Reporting from Power BI and ServiceNow
- SLA targets (Response and Resolution), KPI Metrics, OLA Monitoring, Analysis, and Reporting (SLA/KPI Breaches, MTTR, MTTA, Team Performance Dashboard, CSAT/DSAT)
- Client Escalation Handling, Responding with Findings and Action items
- Daily Operational (internal) management reviews from Power BI and Weekly Governance (Client) meetings
- Critical Success Factors for Incident Management - CI selection, Categorisation, Prioritisation (P1/P2/P3) and User Experience Categorisation
- Process Training to New Joiners, Coaching, Feedback, and initiating PIP for non-performers
- Shift Rostering (24
- 7) and People Management
- Quality Audits and Performance Trackers
- Major Incident Management/IVR and notification setup
- Post Incident Report (RCA) shared within next 24-36 hrs with Client
- Knowledge Management and regular KB updates
- Process Compliance Adherence
- Continuous Service Improvement
- Continued to develop and improve the process and customer service skills through regularly conducted trainings on new features and migrations
- Cross-functional team Meetings for smooth Operations and OLA discussions.
Sr. Integration Engineer – Service Operations
Ericsson India Global Services Pvt. Ltd.
Kolkata
10.2017 - 08.2020
- Oversaw delivery timelines and Internal Quality Audits
- Providing technology and creative solutions that help channels, broadcasters, content rights holders, and brand owners reach and engage with their audiences in traditional and new ways
- IT literacy including the ability to work on Ericsson’s bespoke (TeleView) database through Citrix Server
- Sourcing channel information from broadcasters, agencies, or websites for use on digital platforms, Electronic Programme Guides, etc
- Uploading channel schedules into a database as per client-specific requirements within the required deadlines
- Ensuring that all amendments/changes are promptly reflected in schedules and the database
- Build rich metadata for programs and assets, including, but not limited to, extended credits, awards, program ratings, audio video, URL links, and access information.
Sr. Systems Engineer – Incident Management
Cognizant Technology Solutions
Kolkata
09.2016 - 12.2017
- Pilot project transition and go live for the World’s Largest Publishing House
- KT received from Product Owners to get acquainted with the Process and Technology being used and various aspects of the services and products delivered to the UK, US, Australia, India, and South African regions
- Major Incident Management and coordination to ensure incidents are properly prioritized and directed effectively
- RCA / MIM Report / Post Incident Report
- Supervised assigning P1 / P2 Incidents and engaging Resolver groups in bridge calls
- Timely status update communication and IVR/Alert message setting for voice and non-voice mediums
- Communications (MIM Comms, Weekly / Monthly / Quarterly /Annual performance updates on operations, Planned Activities) Hands-on experience in End User Computing (Windows), Active Directory (AD), Skype for Business Server, Active Roles Server, Exchange Management Console, Microsoft Identity Manager, RSA Management, Access Management, and ServiceNow.
Network Support Engineer – Event and Incident Management
British Telecom Global Services
Kolkata
06.2014 - 09.2016
- Proactive and reactive Event Management for Network Operation Services
- Proactive monitoring of Network Alerts through NETCOOL WebTop and SMARTS
- Creating tickets using “BMC Remedy” with correct Severity according to the type of fault
- Troubleshooting of the incidents involved - Ping test, Traceroute, In-Path Ping tests, using PUTTY
- Perform IP Accounting and Quebec Graph for high utilization and performance issues
- Follow up with Resolver teams/suppliers (Local ISP) to expedite the ETR and update comms with the Site
- Participated in Incident managing and Escalating to Resolver Groups / MIM as per the service impact
- Daily INC reporting to management (P1, P2 P3 Opened/Closed, and Backlogs with correct closure codes and RFO).
Subject Matter Expert – Operations and Service Delivery
Wipro Limited
Kolkata
01.2012 - 03.2014
- Orchestrated one of the world's leading communications services company (Client) as an SME to provide support related to Fibre Optic Broadband, Landline connection issues, and Field Services
- Supported all critical tickets related to slow speed and intermittent cases
- Handled all types of HLC and converted them to satisfied customers
- Received several recognitions and awards for the unending focus on stakeholder and candidate experience while ensuring 100% compliance with all policies
- To analyze the current process and create a new workflow to provide quicker resolution
- Also provided transitions related to new products and process enhancement
- Directed team SLAs, performance, shift shrinkage, and real-time support
- Providing L2 support for the Security applications and incident management
- CSAT-DSAT survey analysis, feedback, and coaching
- Updating weekly, and monthly reports and also QA audit reports to make sure the resolution has been provided with quality.
Sr. Technical Support Executive
Kochar InfoTech Pvt. Ltd.
Kolkata
04.2011 - 12.2011
- GPRS Tech Support for iPhone (Call, Chat and Email)
Front Office Clerk
D.A.V. High School and Inter College
Katrasgarh, Dhanbad, Jharkhand
10.2009 - 01.2011
- Front Office Clerk at a High School Inter College (private)
- Responsible for office Admin tasks and Fee collection.
Education
Bachelor's Hons. Degree in Commerce -
Binova Bhawe University
Katrasgarh, DhanbadSkills
- Operations Management Service Delivery
- SLA KPI CSI Quality Assurance Performance Monitoring and Reporting
- Stakeholder Management and Communications
- Transition Management Onboarding and Training
- Resource Planning and Management
- Team Management Conflict Management Feedback and Coaching
- RCA Reporting and Analytics
- Power BI ServiceNow EUC Team Management
- ITSM – Major Incident and Problem Management
Certification
- ITIL v4 Certificate in IT Service Management
- Management-Power Performers
- Pursuing a course in Agile Certification
- Learning Power BI – Reporting and Uploading data
Disclaimer
I hereby declare that the details furnished above accurately reflect my qualifications and experience to the best of my knowledge.
Somen Ganguly
Timeline
Operations Lead – ITSM and Reporting
Zensar Technologies Limited
06.2021 - Current
Sr. Integration Engineer – Service Operations
Ericsson India Global Services Pvt. Ltd.
10.2017 - 08.2020
Sr. Systems Engineer – Incident Management
Cognizant Technology Solutions
09.2016 - 12.2017
Network Support Engineer – Event and Incident Management
British Telecom Global Services
06.2014 - 09.2016
Subject Matter Expert – Operations and Service Delivery
Wipro Limited
01.2012 - 03.2014
Sr. Technical Support Executive
Kochar InfoTech Pvt. Ltd.
04.2011 - 12.2011
Front Office Clerk
D.A.V. High School and Inter College
10.2009 - 01.2011
Bachelor's Hons. Degree in Commerce -
Binova Bhawe University