SOUVIK ROY CHOWDHURY
Noida
Summary
Service Operations and Product Support Leader I am a seasoned service operations and cloud product leader with over 16 years of experience in driving product support and enhancing customer experience. I have a proven track record in reducing mean time to recovery (MTTR) and bolstering platform reliability across diverse sectors like SAAS, Telecom, and Contact Centers. My expertise includes incident management, governance frameworks, and aligning operations with business strategies.
Overview
18
18
years of professional experience
3
3
Languages
Work History
Deputy General Manager – Operations/Digital CX
Cognizant
02.2026 - Current
- Own a $10M+ multi-tower portfolio (Payments, Fraud & Risk, Partner Experience) across APAC/NA/EU, full P&L, forecasting, renewals, and expansion accountability.
- Working on the target to 25% YOY revenue growth and 15% margin uplift by expanding scope across 4 new verticals and tightening commercial/contract governance.
- Currently Orchestrating Sales-Delivery-Product collaboration to align roadmaps with client priorities; ensured compliance with SoW/SLAs and proactive risk management.
Associate Director - Incident Management/Support
Sprinklr
09.2020 - 11.2025
- Led the global Support and Incident Management framework for 1,900 enterprise clients.
- Led an Operations Structure of 5 Managers with 35 support and NOC engineers.
- Improved MTTR by 38% and achieved >90% proactive detection rate.
- Achieved Resolution SLA >95% and CSAT >95% with a 40% increase in response rate.
- 1% contribution in Churn/renewal impact due to Support in FYI 2025.
- 40% Reduction in new ticket inflow rate through Automation.
- Automated end to end Incident Management ensuring 100% compliance for Sev0/Sev1 notifications.
- Improved operational efficiency, reducing noise-to-signal ratio from 6:1 to 2:1.
- Partnered with DevOps and Backend Engineering teams for scalability and cost optimization.
- Collaborated with GTM, UX, and Customer Success teams for new product capabilities.
- Institutionalized operational excellence through JIRA governance and Customer Delight Assessment Programs.
Manager, Operations
Mphasis
03.2014 - 09.2020
- Led operations for India’s largest telecom brand managing 600 advisors.
- Achieved 100-600 headcount ramp-up and 65% revenue growth in 2019-2020.
- Delivered 312 product/process improvement inputs with a 71% client implementation rate.
- Maintained daily interaction with internal and client stakeholders, ensuring #1 KPI ranking.
- A major player in the BPO industry
Team Leader
TechMahindra
05.2011 - 03.2014
- Led large customer service teams for major telecom clients.
- Drove process and performance improvements, owning escalation responsibilities.
- Recognized as a top-performing leader with multiple awards for achievements.
- A global IT services company
Lead Analyst, Operations
Ibm
01.2008 - 05.2011
- Led operations for high-value prepaid lines, ensuring smooth call center operations.
- Drove process improvements, reducing repeat calls and wrong service requests.
- A leading global technology company
Education
Atlassian Certification -
ITSM with JIRA Service Management
Certified Product Manager (CPM) - undefined
Sas
Six Sigma Green Belt - undefined
Telecom Brand
IndiaDiploma in Software Technology - undefined
E Diploma in Advance Software Technology from CMC
Devops Institute SRE Certification - undefined
Devops Institute SRE Certification
01-2025
Bachelor of Business Administration - undefined
Alagappa University
Karaikudi, Tamil Nadu08-2006
Higher Secondary & Secondary - undefined
Cathedral Mission High School
Kolkata06-2003
Skills
- Scrum
- Cloud
- NOC
- SAAS
- GTM
- JIRA
- CRM
- Siebel
Accomplishments
- Ticket Inflow Reduction: Reduced ticket inflow rate by 40% through automation improvements.
- MTTR Enhancement: Enhanced MTTR by 38% and achieved proactive detection rate over 90%.
- Product Inputs Adoption: Implemented 312 product inputs with 71% client adoption, boosting revenue by 65%.
- High SLA And CSAT Scores: Achieved SLA resolution and CSAT scores greater than 95% consistently.
Interests
Cricket, Enjoys trekking, Listening to music, Playing, Watching movies
Timeline
Deputy General Manager – Operations/Digital CX
Cognizant
02.2026 - Current
Associate Director - Incident Management/Support
Sprinklr
09.2020 - 11.2025
Manager, Operations
Mphasis
03.2014 - 09.2020
Team Leader
TechMahindra
05.2011 - 03.2014
Lead Analyst, Operations
Ibm
01.2008 - 05.2011
Certified Product Manager (CPM) - undefined
Sas
Six Sigma Green Belt - undefined
Telecom Brand
Diploma in Software Technology - undefined
E Diploma in Advance Software Technology from CMC
Devops Institute SRE Certification - undefined
Devops Institute SRE Certification
Bachelor of Business Administration - undefined
Alagappa University
Higher Secondary & Secondary - undefined
Cathedral Mission High School
Atlassian Certification -
ITSM with JIRA Service Management