Subhajit Bhattacharjee

• Analyze and establish business requirements in reference to Cloud Infra Services.
• Creating technical documentation and matching solutions to business requirements.
• Ensuring solutions comply with Company Standards and Regulatory Requirements.
• Staying updated with the latest industry trends and technologies to drive innovation.
• Provided technical guidance to other team members in the development of solutions.
• Participated in client meetings to discuss project requirements and provide feedback on potential solutions.
• Evaluated operational processes and recommended cost-effective solutions.
• Maintained up-to-date knowledge of industry trends and advancements in technology.
• Worked with cross-functional teams to achieve goals.

• Experienced in transition management, wherein I have successfully completed the transition of services from onshore to offshore by preparing a proper plan and proof of contract.
  Efficient in maintaining stakeholder relationships by managing the expectations and requirements of the stakeholders. Work in identifying and analyzing stakeholders and systematically plan to communicate and engage with them. Have regular cab meetings with relevant stakeholders to understand the impact on the desk, and thereby create a mitigation plan accordingly. Hence good in stakeholder management.
  Have expertise in center of excellence activities, wherein I have good knowledge of benchmarking different technologies based on different towers (Server, Network, Storage & Backup, Database, etc.).
  I have performed effort estimation by analyzing six months' contact volumes and estimating the FTEs using an effort estimator tool effectively.

Maintain frequent communication to offer encouragement, amend tasks, and provide updates on goal progress.
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Identify risks and form contingency plans as soon as possible.
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Analyze existing operations and schedule training sessions and meetings to discuss improvements.
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Practice cost containment strategies maintaining profitability and growth of area.

• Oversaw day-to-day operations ensuring adherence to established SLAs and OLAs and compliance with company policies.
• Conducted regular meetings with direct reports to review progress on projects, tasks assigned, provide support, guidance when needed.
• Analyzed customer feedback data to identify trends in user experience or technical issues requiring further investigation or resolution.
• Provided feedback on performance issues to help the team reach their goals and improve customer satisfaction ratings.
• Evaluated existing processes and procedures and proposed changes as needed based on industry best practices and standards.

• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
• Evaluated existing systems and procedures for effectiveness; identified opportunities for improvement; developed plans for implementation.
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• Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
• Encouraged continuous learning and professional development within the team, facilitating external and internal training opportunities.

Define processes and troubleshooting techniques depending on customer or client need.
Service improvement planning for the betterment of the project.

I have completed the Avaya setup for the project, from testing to the implementation of Avaya in the project.

• Implemented customer feedback mechanisms, leading to an improvement in client satisfaction scores.
• Initiated training sessions and coached employees to develop effective staff.

• Supports different platforms like UNIX, Windows, and network devices (such as routers and switches), and performs L1 and L2 troubleshooting to identify the issues related to the tickets generated for the different platforms of servers.
• Profound experience in remote software troubleshooting and installations.
• Handled escalated tickets on an urgent basis, and thus served the client’s needs effectively.
• Performed patching using the Altiris console on different Windows servers, by Microsoft-released patches. The monthly compliance for the servers for each customer was maintained at 98% to 99%.
• Troubleshot VPN and RSA Secure ID issues for internal users.
• Worked on Major Incident Management to ensure that the tickets are resolved within the SLAs.
• Creation of reports for the associates to determine areas of concern and provide regular feedback so that all the associates are at the same level, and the new joiners do not feel low while working with the tenured.