Somnath Mishra
Lead, Delivery Excellence & Data Analysis
Hyderabad
Summary
Overall industry experience of 15+ years, with 9+ years in Business Analysis, Data analysis, Strategy Planning and Quality Assurance.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Delivery Excellence Lead
Kyndryl
07.2022 - Current
- Looking after overall Quality Assurance and data analysis program in the account
- Prepare the reports of project performance and showcase them to client and Tower heads
- Collaborate with all the towers to understand the pain points and outline Defect Prevention Program
- Arrange brainstorming session using Mural whiteboard, following Agile practices whenever needed and plan for overall process improvement and quality enhancement
- Create and design new ideas to enhance the service of deskside and service desk
- Lead the CSAT championship program to ensure the CSAT scores are kept above 90%
- Interlock with Tower Heads, Delivery Partner, Innovation team and client partner to showcase the current progress of the project in different parameters using Power Point Presentation and Power BI Dashboards
- Showcase performance report of project and improvement actions to the CIO and CEO
- Evaluate Incidents and Service requests worked by the team and provide regular feedback to the team
- Work in different analytical models and create dashboards using MS Excel and MS Power BI to showcase the performance of the team to client and delivery partners
- Drive the Continual Service Improvement Programs for the account to ensure optimum value delivery to the client.
Business Data Analyst
Kyndryl
12.2020 - 06.2022
- Joined MCMP team (Multi Cloud Management Platform) as a Business Data Analyst in December, 2020
- Responsible for developing and implementing a strong foundation of processes, systems, measurements & control that can help deliver high performance consistently based on client needs & requirements
- Work with SDMs to understand the business requirement of the project
- Connect with Service Engineering, Architects and Development team to demonstrate the requirement and get the job done
- Work on Client Adoption and Engagement tool to track the progress of different MCMP products and maintain workflow of the tool
- Engage with clients from different projects through Daily and weekly scrums and work on the requirement
- Preparing the GPD files using python script and ingesting the data in the Cloud tenant
- Understanding the requirement of clients for public / private cloud services on demand and prepare GraphQL reports as per the client’s need
- Work with the client services team, project team, Data scientists and architects to analyze the defects of the ongoing process and correct them
- Working as a Service Manager for Ericsson account aside working as a Business Analyst for MCMP.
Delivery Analyst
IBM
01.2017 - 01.2020
- Supervised, coordinated and maintained on a daily basis the levels of service agreed with and expected by the customer (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided
- Was also responsible for tracking and reporting on internal workmanship and external customer defects to technicians, team leaders, and managers
- Worked with analyzing defect data in order to identify root causes and implement action plans to prevent future defects and to produce 'Best In Class' quality work.
Remote Technical Support Specialist
IBM
06.2014 - 04.2017
- Part of the technical support team which took care of the failed software updates for the corporate AT&T computers pushed from the SCCM server by either making the software pushes from the terminal servers or manually taking a remote session on the computers
- Responsible for mentoring and supporting team members to scale up their technical skill as well as process knowledge
- Responsible for generating and maintaining daily and monthly productivity reports for the team
- Completed various projects of reducing backlogs and driving the SLA successfully.
Senior Process Executive
Cognizant Technology Solutions
01.2013 - 05.2014
- Used to process orders, handle calls and chats in Order Management Center.
Customer Relationship Advisor
3 Globalservices UK
12.2011 - 01.2013
- Used to work as Tech support advisor
Process Executive
Infosys BPO Limited
10.2010 - 12.2011
- Used to work as Tech Support Advisor in a Business Process
Data Analyst
Future Care Services
11.2009 - 09.2010
- Used to maintain accounts and data for the organization
Customer Care Executive
IBM Daksh Business Process Pvt. Ltd.
07.2008 - 10.2009
- Used to take calls in Domestic Utility Process
Education
Bachelor of Arts - English Language And Literature
University of Calcutta
Kolkata 04.2001 - 04.2007
Skills
Data Analysis
Advance Excel
Power Point Presentation
Power BI Dashboard
ITIL
Service Management
Incident Management
TQE Audit
Agile
Client Handling
CSAT Management
Quality Control
Account Management
Certification
ITIL V3 Foundation Certified
Accomplishments
- Listed in the Hall of Fame in IBM for Q-4, 2015.
- Rated as a PBC-1 employee in 2015.
- Recognized as the Top Gun Award holder for consecutive 2 months.
- Worked on a project to reduce the Work Order extraction time of the team and created Macro sheet, thereby successfully completing the project.
- Created multiple automation templates for teams that have helped save a lot of time and effort.
- Received multiple appreciation from SDMs, Managers, SILs and higher management for helping clients achieve business results as a Delivery Analyst in IBM.
Personal Information
- Date of Birth: 03/30/87
- Gender: Male
- Marital Status: Married
Timeline
Delivery Excellence Lead
Kyndryl
07.2022 - Current
Business Data Analyst
Kyndryl
12.2020 - 06.2022
Delivery Analyst
IBM
01.2017 - 01.2020
Remote Technical Support Specialist
IBM
06.2014 - 04.2017
Senior Process Executive
Cognizant Technology Solutions
01.2013 - 05.2014
Customer Relationship Advisor
3 Globalservices UK
12.2011 - 01.2013
Process Executive
Infosys BPO Limited
10.2010 - 12.2011
Data Analyst
Future Care Services
11.2009 - 09.2010
Customer Care Executive
IBM Daksh Business Process Pvt. Ltd.
07.2008 - 10.2009
Bachelor of Arts - English Language And Literature
University of Calcutta
04.2001 - 04.2007