Suman Chakraborty
Kolkata
Summary
Experienced team leader at Tata Consultancy Services specializing in ServiceNow and MySQL. Demonstrated success in improving operational efficiency and team performance. Proficient in incident resolution and root cause analysis, promoting effective collaboration among diverse teams. Focused on continuous improvement and achieving superior results in dynamic settings. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
14
14
years of professional experience
Work History
Team Leader
Tata Consultancy Services
Kolkata
01.2022 - Current
- Lead a healthcare production support team operating in a 24×7 environment.
- Manage day-to-day team operations, ensuring SLA and KPI targets are consistently achieved.
- Allocate work, monitor ticket queues, and balance workloads across team members.
- Handled critical incidents and priority escalations, ensuring timely resolutions to minimize service disruption.
- Coordinate directly with clients and business stakeholders during incident calls and operational reviews.
- Conduct daily team huddles, client meetings, and operational status calls.
- Review production issues, perform impact analysis, and coordinate recovery activities.
- Perform SQL queries for data validation, issue investigation, and operational support.
- Prepared and presented daily, weekly, and monthly MIS reports and dashboards to inform stakeholders of operational status.
- Coach, mentor, and support team members to improve productivity and quality.
- Conduct knowledge transfer sessions and onboard new associates.
- Perform Root Cause Analysis (RCA) for recurring production issues and recommend preventive actions.
- Collaborate with development, infrastructure, and business teams during major incidents and production releases.
- Ensure compliance with process documentation, audit requirements, and quality standards.
- Drove continuous process improvement initiatives, resulting in enhanced operational efficiency and streamlined workflows.
- Utilized ServiceNow for incident management and ticket tracking.
Senior Associate
Tata Consultancy Services
Kolkata
01.2013 - 01.2022
- Provided production support for business-critical applications within the ERU Domain.
- Worked extensively on SAP CRM 7.0, BPF (Business Process Framework), and Metering applications.
- Monitored production applications and ensured uninterrupted business operations.
- Investigated and resolved application incidents within agreed SLA timelines.
- Analyzed production issues to identify root causes and implement permanent resolutions.
- Coordinated with business users to identify functional issues and deliver timely solutions.
- Supported deployment verification and post-release production validation.
- Facilitated client discussions to gather feedback and improve service delivery. and status review meetings.
- Collaborated with cross-functional technical teams to address and resolve application issues. to resolve complex application issues.
- Maintained SOPs, knowledge articles, and operational documentation.
- Contributed to process improvements and operational excellence initiatives, ensuring adherence to quality and compliance standards.
- Tools & Technologies: SAP CRM 7.0, BPF (Business Process Framework), Metering, Microsoft Excel, Microsoft Office Suite.
Education
PGDM -
AIMA University
01-2011
Bachelor of Commerce (Honours) -
University of Burdwan
01-2008
Higher Secondary - Commerce
WBCHSE BOARD
01-2005
Madhyamik -
WBBSE BOARD
01-2003
Skills
- ServiceNow
- MySQL
- SAP CRM 70
- BPF (Business Process Framework)
- Metering
- SDLC Fundamentals
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
Languages
- English
- Bengali
- Hindi
- Assamese
Personal Information
- Date of Birth: 10/27/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Team Leader
Tata Consultancy Services
01.2022 - Current
Senior Associate
Tata Consultancy Services
01.2013 - 01.2022
PGDM -
AIMA University
Bachelor of Commerce (Honours) -
University of Burdwan
Higher Secondary - Commerce
WBCHSE BOARD
Madhyamik -
WBBSE BOARD