Soorraj Saha

Key Achievements Benefits for Business Users

Assisted TCS Business units in modernising and optimising technology environments across on-premises data centres and cloud platforms such as Amazon Web Services, Microsoft Azure, and Google Cloud. Prime services offered IT Infra assestment, Solution & Project Management in Transition.

Collaborated with business stakeholders, CIOs, and IT teams to understand organisational goals and support the translation into infrastructure solutions.

Conducted infrastructure assessments covering compute, storage, network, and security across on-prem and cloud environments.

• Designed hybrid and multi-cloud strategies to align with business growth and digital transformation goals.
• Supported cloud migration initiatives including workload analysis, dependency mapping, and migration planning.
• Advised on infrastructure modernisation and the adoption of managed services.
• Ensured governance, compliance, and security best practices were implemented.
• Managed stakeholder expectations and service-level agreements (SLAs).
• Successfully led large-scale cloud migration programs reducing infrastructure costs by up to 30%
• Improved system availability and uptime through high-availability architecture design
• Strengthened security posture by implementing identity and access management (IAM) and compliance frameworks
• Optimized infrastructure utilization by eliminating underused resources

The consulting services delivered tangible value to business users and stakeholders:

• Improved Performance: Faster application response times and reduced downtime
• Scalability: Ability to scale infrastructure on demand to support business growth
• Cost Efficiency: Optimized IT spending through right-sizing and cloud cost management
• Enhanced Security: Better protection of critical data and reduced risk exposure
• Business Agility: Faster deployment of new applications and services
• Reliability: Robust backup and disaster recovery ensuring business continuity

• Assisted in project transitions by coordinating teams.
• Optimised workflows to support seamless execution.
• Engaged with customers to better understand needs and deliver excellent service.
• Identified issues, analysed information, and provided solutions to problems.
• Built and maintained courteous and effective working relationships.
• Resolved customer queries and problems using effective communication, and providing step-by-step solutions.
• Met schedule using excellent planning and coordination skills.
• Prepared range of written communications, documents and reports.
• Handled customer concerns and escalated major issues to supervisor.
• Managed complaints with calm, clear communication and problem-solving.
• Facilitated communication between departments.

• Managed planning and delivery of IT services for HRMS, ERP & Procurement.
• Worked with technical and business stakeholders' needs and managed expectations for increased customer satisfaction.
• Moved between product life cycle phases at optimal times to meet service standards for relevant stages.
• Implemented customer feedback mechanisms, driving continuous improvement in service standards.
• Identified and compared best processes by recognising dysfunctional strategies and encouraging experimental mindsets to create solutions.
• Orchestrated the resolution of high-priority incidents, minimising impact on business operations.
• Reviewed and updated service delivery processes, ensuring compliance with regulatory standards.
• Prepared detailed reports on service delivery outcomes, providing transparency to stakeholders.
• Streamlined communication channels between service delivery and sales teams, enhancing collaboration.
• Negotiated service level agreements with clients, setting clear expectations for service delivery.
• Monitored industry trends to keep service delivery strategies ahead of market changes.
• Collaborated with the management team to plan and participate in special events and promotions.
• Engaged with customers through effective communication, building rapport and encouraging repeat business.
• Successfully increased sales through effective cross-selling and upselling where appropriate.
• Coordinated with sales and marketing teams to identify upselling opportunities within existing accounts.
• Promoted additional services to clients, effectively increasing company revenue through upselling.
• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Resolved complex customer enquiries, disputes and complaints.
• Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.

• Develop, maintain, or implement business continuity and disaster recovery strategies and solutions, including risk assessments, business impact analyses, strategy selection, and documentation of business continuity and disaster recovery procedures.
• Spoke directly with clients and recommended traffic management options to suit project work needs.
• Supported case managers with day-to-day case management duties and supporting paperwork.
• Monitor the Tickets raised by Users and enable the services following SLA.

• Assisted in maintaining knowledge on current IT software updates and technologies.
• Supported adaptation of workflows to accommodate changing requirements.
• Facilitated continual system innovation through ongoing learning.

• Trained, coached and mentored consultants to increase team productivity.
• Handled complex problems and issues by understanding root causes and implementing solutions.
• Helped with enhancing existing programmes by conceptualising, developing and implementing strategic and value-adding components.
• Addressed customer service enquires quickly and accurately.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
• Built rapport with customers through courteous and professional communications.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Coordinated referrals and escalations to obtain specialised support.

• Identified cross-selling opportunities through ongoing customer needs analysis.
• Attended conferences and trade association meetings to represent company, build industry networks and promote new product lines.
• Researched prospective clients to develop and execute cold call lists.
• Surpassed sales and customer service targets, consistently exceeding established KPIs.
• Created effective marketing, sales and promotional initiatives to drive revenue.
• Managed escalated client inquiries with exceptional professionalism and enthusiasm to maintain trust and reliability.
• Developed business plans to establish revenue and growth.
• Proactively sourced and developed new business from internal and external referral networks.
• Identified market opportunities to grow new business across dedicated accounts.
• Contacted existing customers and informed them of new product offerings.
• Provided exceptional service and support, going extra mile to retain customers.