Subham Chakraborty
Information And Technology
Kolkata
Summary
Strategic Project Lead with 18 years of experience in project management, compliance assurance, and IT infrastructure. Led large-scale initiatives such as mail and domain migrations and ServiceDesk implementations. Focused on optimizing workflows and reducing costs through strategic procurement while ensuring regulatory compliance. Expertise in risk management and process improvement drives operational efficiency and aligns IT strategies with organizational objectives.
Overview
3
3
Languages
9
9
Certifications
21
21
years of professional experience
Work History
Project Lead, Branch-Infra, Enduser Support and Purchase Mentorship
Mahindra and Mahindra Financial Services Ltd.
11.2016 - Current
- Spearheaded ITSM process improvement initiatives enhancing service delivery and operational efficiency.
- Managed rollout of servicedesk and enduser support to elevate operational efficiency throughout departments.
- Established and executed ITIL best practices to enhance incident and change management processes.
- Implemented cybersecurity protocols minimizing vulnerabilities and protecting sensitive data throughout organization.
- Handled customer inquiries by employing effective communication methods and robust problem-solving strategies.
- Administered high-volume calls, guaranteeing timely service and upholding consistent customer satisfaction.
- Coached new team members in customer service protocols and system navigation
- Developed feedback mechanisms to strengthen overall customer experience and engagement.
- Engaged with interdisciplinary teams to refine service delivery methods.
- Assessed customer feedback data to detect trends and suggest practical solutions.
- Handled high-pressure scenarios with composure, ensuring professionalism while addressing disputes or conflicts.
- Minimized expenses across various projects through identification of process improvement opportunities and deployment of cost-saving measures.
- Developed junior project managers through mentorship focused on improving leadership skills and project management proficiency.
- Established and launched compliance training programs for staff to improve regulatory awareness.
- Facilitated ongoing audits to confirm alignment with industry regulations and internal guidelines.
- worked alongside cross-functional teams to pinpoint and reduce compliance risks effectively.
- Implemented end-user support initiatives boosting overall user satisfaction and operational efficiency.
- Refined desktop support protocols, minimizing incident resolution time and boosting overall service delivery efficiency.
- implemented proactive maintenance schedules for hardware and software components, reducing system downtime and maximizing performance.
- Assessed budget variances for trend identification aimed at improving financial decision-making processes.
- Formulated and enforced security protocols for safeguarding assets and personnel.
- Performed in-depth risk evaluations to identify weaknesses and strengthen safety protocols.
- Directed security operations guaranteeing compliance with regulatory standards and internal policies.
- Investigated service performance metrics to recognize trends and foster proactive solutions for operational challenges.
Head Enduser Support Pan India and Project Lead
Cholamandalam Investment & Finance Company
02.2015 - 10.2016
- Led project teams to implement financial solutions for clients.
- Led ITSM process improvement initiatives across multiple teams.
- Analyzed IT service management performance metrics for continuous improvement.
- Reviewed and updated ITSM documentation for compliance and accuracy.
- Worked with vendors and third-party providers to ensure smooth integration of their services into existing IT service management processes.
- Prepared reports detailing process performance metrics and presented results to senior leadership.
- Developed and implemented ITSM Processes to ensure compliance with Service Level Agreements.
- Assisted in developing policy documents that define roles and responsibilities for each ITSM process.
- Ensured all changes were properly logged, tracked, tested, documented and approved before implementation.
- Provided guidance to teams on best practices related to IT Service Management processes.
- Trained team members on ITSM procedures and policies.
- Performed root cause analysis activities when investigating production incidents.
- Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
- Recruited talented employees to be part of incident response taskforce, training each to be prepared for an array of possible events.
- Met with users, vendors and technicians to determine computing requirements.
- Procured IT resources for strategic and operational computing requirements.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Created centralized management capability by integrating warehouse management software applications.
- Managed end-user computing environments to ensure optimal performance and reliability.
- Provided technical support and troubleshooting for hardware and software issues.
- Assisted in evaluating and deploying software solutions aligned with company needs.
- Coordinated with vendors to resolve equipment malfunctions and service requests.
- Assisted with the installation of new computer systems, including configuring network connections, setting up user accounts, and installing applications.
- Responded quickly to requests from customers requiring urgent technical support.
Zonal Manager ITSM
Mahindra & Mahindra Financial Services
05.2005 - 01.2015
- Implemented cost-saving initiatives within the zone, reducing overhead expenses and increasing profitability.
- Oversaw IT infrastructure implementation in branches, streamlining business processes and improving operational efficiency.
- Negotiated favorable contracts with suppliers, ensuring competitive pricing and efficient delivery schedules for the zone.
- Implemented cost-saving initiatives within the zone, contributing to reduced overhead expenses and enhanced profitability.
- Oversaw IT infrastructure implementation in branches to streamline business processes.
- Managed regional operations to enhance service delivery and customer satisfaction.
- Enhanced interdepartmental communication by initiating regular meetings to discuss project status, fostering collaboration and transparency.
- Enhanced interdepartmental communication by initiating regular meetings to discuss project status, deadlines, achievements, and challenges.
- Coordinated training programs for staff to improve product knowledge and performance.
- Implemented performance metrics to evaluate team effectiveness and efficiency.
- Directed national-level project execution, ensuring timely delivery and alignment with strategic objectives.
- Led daily operations to ensure exceptional customer service standards.
- Resolved customer complaints in a timely manner.
- Monitored inventory levels and coordinated restocking of essential supplies.
Education
BCA - Computer and Information Systems
Shobhit University
OPEN03-2014
Skills
IT project management
Risk management
Budget optimization
Process improvement
Workflow optimization
SOP development
Contract management
Supply chain management
Team leadership
Relationship management
Customer focus
Risk assessment
Accomplishments
- Business growth rate of 35%
- Double Increment within a year
- Managing System Support all over North-East with 4 Support Engineer
- Joined in May 2005 as Branch IT and was re-designated as Regional IT by March 2006.
- Have successfully completed all projects for which I am awarded during national meet.
- Promoted as Associate Manager by March 2007.
- Promoted a Divisional Manager for West Bengal, Orrisa and North Eastern state 2009s.
- Was among the team members to achieve connected 100 locations in 20 days
- Is in the team for Enterprise Connect 2007 by (CIOL)
- Joined in February 2015 as Regional Manager East Zone and given addition of North Zone considering my performance
- Then was given additional responsibility to handle Network team Pan India
- Was given dual increment with FY half yearly and annually appraisal based on my performance.
- Have been recognized as the best Regional IT and best project manager for network project implementation
- Have been promoted with 2 years for implementation of Servicedesk and ITSM tool.
Certification
Six Thinking Hat (Idea Group)
Interests
I like to travel places and learn I enjoy being with locals and local foods I think vacations are very important for self and family
Timeline
Project Lead, Branch-Infra, Enduser Support and Purchase Mentorship
Mahindra and Mahindra Financial Services Ltd.
11.2016 - Current
Head Enduser Support Pan India and Project Lead
Cholamandalam Investment & Finance Company
02.2015 - 10.2016
Zonal Manager ITSM
Mahindra & Mahindra Financial Services
05.2005 - 01.2015
BCA - Computer and Information Systems
Shobhit University
ACTIVITIES AND HONORS
Participating CSR, Corporate cricket