Subha Ganguly
Kolkata
Summary
Seasoned Assistant Consultant at TATA Consultancy Services, adept in ITSM & SIAM, with a proven track record of enhancing service management processes and driving operational excellence. Excelled in building strategic relationships and leading high-performance teams at Wipro Ltd, showcasing strong analytical skills and a commitment to continuous improvement. Renowned for exceptional problem-solving abilities and effective communication, ensuring superior customer service and stakeholder satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Assistant Consultant ( ITSM & SIAM)
TATA Consultancy Services
Kolkata
09.2013 - Current
- Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes and tools for MST
- Reporting and Analysis: Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the 'in scope' ITSM processes
- Collaboration: Build and establish solid working relationships by providing timely, accurate and high quality information to peers, subordinates, upper management and/or customers
- Builds and maintains a strong working knowledge of the business areas and builds strategic relationships
- Work with the Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices
- Increase speed and improve quality for IT Service Management support efforts through processes development and execution
- ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements
- Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
- Configures and customizes the service management system, including workflow creation and documentation
- Manage multiple concurrent tasks and workstream
- Develop key leadership competencies such as motivating others, customer focus and stakeholders management
- Uses standard ITIL Methodology to analyze and streamline existing business processes and assists in creation of new business processes
- Create, analyze, and report on metrics to measure the usage, adoption, success, and development of the function
Technical Facilitator (April ’08)
Wipro Ltd
Kolkata
04.2008 - 08.2013
- Supporting a team of twenty five members with technical resolution
- Taking escalations on all customer issues
- Expedite solution through channelized tools & resources
- Direct call centre operations as a liaison between Clients, Senior Management and Call centre employees
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and Corrective Action Plans
- Perform Quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives
- Conduct group training sessions on new products and services
- Monitor interaction between staff and customers to ensure quality assurance standards
Team Leader (October ’11)
Wipro Ltd
Kolkata
12.2006 - 08.2013
- Leading a Team of 45 members to perform and excel on their performance
- Motivate and enhance the skill of the members to grow in the company
- Administer performance management by diagnosing improvement opportunities
- Maintaining Quality and review performance reports to identify the improvement areas
- Coaching and Feedback sessions with the members
- Introduced Quality and Productivity Management & measurement tools
- Responsible for auditing and checking compliance in the process
- Responsible for doing Cross LOB troubleshooting - a part of Zero Transfer Strategy to provide ultimate customer delight and satisfaction
Associate – Technical Support
Wipro Ltd
Kolkata
12.2006 - 03.2008
- Provided quality customer service with a high volume central processing and distribution centre
- Responded to customer calls and queries regarding technical / non-technical problems
- Expedited and facilitated the escalation of customer service issues
Associate – Technical Support
HCL
Delhi
12.2005 - 12.2006
- Provided quality customer service with a high volume central processing and distribution centre
- Responded to customer calls and queries regarding technical / non-technical problems
- Expedited and facilitated the escalation of customer service issues
Customer Care Executive-Non Technical
Customer First Service
Kolkata
01.2005 - 12.2005
- Responding to the Inbound Calls with various issues while using Tata Indicom phones
- Expedited and facilitated the escalation of customer service issues
- Awarded with Best Customer Care Executive for meeting the CPMs with excellence
Education
Aircraft Maintenance Engineering -
ATTI
Kolkata, India01.2000
Higher Secondary Examination -
Belghoria High School
W.B., India01.1996
Class X -
Belghoria High School
W.B., India01.1994
Skills
- Building a team that effectively supports client programs, products and services
- Driving the development of Superior customer service and high performance
- Leading workflow distribution and floor management to ensure Service Levels are satisfied
- Training/developing, motivating, coaching, evaluating and retaining qualified staff
- Proven ability to quickly pick up new functional and technical knowledge
- Strong communication skills and the ability to handle multiple tasks while maintaining a positive and professional demeanor
- Excellent problem-solving skills: Strong thinking process with ability to apply creative solutions
- Thrives in a highly collaborative environment with a strong commitment to operational excellence
- Excellent Communication Skills – ability to interact with a variety of teams & management levels in a multi-cultural environment
- Strong analytical abilities; provide actionable insights from the data
- Good Analytical skills – critical thinking, attention to detail and problem solving
- Strong organizational skills: Ability to organize and structure high levels of information
Certification
Civil Aviation Regulations (Paper 1) License Holder regulated by DGCA.
Languages
- English
- Hindi
- Bengali
Training
- ITIL V4 Certified
- Prince 2 Certified
- Agile Coach
- Six Sigma Trained
- Lean Trained
- Team Leaders Readiness Program
- People Management Workshop
- Coaching and Feedback Workshop
- Handling Difficult People Workshop
Technicalexperience
- Hindustan Aeronautics Limited, Kolkata, West Bengal, 2001 – 2002, Performed Non Destructive Test on various metal bodies of Airframe and Engines., Performed Major Overhauling, 25hrs, 50hrs Maintenance on Cheetah and Cheetak Helicopters equipped with Artouste 3B Engine., Rigging and Weighing of Helicopters., Pre-Flight inspections and Oiling., Fueling.
- Pawanhans Helicopter Limited, Mumbai, Maharashtra, 2002 – 2003, Performed Major Overhauling, 25hrs, 50hrs Maintenance on Dauphin and MI 172 Helicopters equipped with Ariel 3B Engines., Rigging and Weighing of Helicopters., Pre-Flight inspections and Oiling., Fueling.
Personal Information
- Father's Name: Late Bhaskar Ganguly
- Date of Birth: 12/09/78
Timeline
Assistant Consultant ( ITSM & SIAM)
TATA Consultancy Services
09.2013 - Current
Technical Facilitator (April ’08)
Wipro Ltd
04.2008 - 08.2013
Team Leader (October ’11)
Wipro Ltd
12.2006 - 08.2013
Associate – Technical Support
Wipro Ltd
12.2006 - 03.2008
Associate – Technical Support
HCL
12.2005 - 12.2006
Customer Care Executive-Non Technical
Customer First Service
01.2005 - 12.2005
Aircraft Maintenance Engineering -
ATTI
Higher Secondary Examination -
Belghoria High School
Class X -
Belghoria High School
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