SUPARNO BHATTACHARYYA
Service Assurance Manager
Bengaluru
Summary
A thorough professional with experience across investment banking and oil & gas industry in designing solutions to complex business problems using technology and innovation. Have experience in designing IT Services and managing infrastructure & application, development & maintenance projects by large cross-functional teams & suppliers/ vendors spread across multiple geographic locations in a matrix structure. Presently working with Shell Markets India Pvt. Ltd as Service Assurance Manager.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
4
4
Languages
Work History
SERVICE ASSURANCE MANAGER
SHELL INDIA MARKET PVT. LTD.
08.2022 - Current
- Assurance Manager for Enterprise Services and Projects
- As IT Service Assurance Manager, I manage enterprise connectivity IT contracts (~$450 million) and ensure maximum value is derived from contract scope without estranging relationship with supplier
- Contract Governance and Supplier Management
- Ensuring successful audits (internal & external) for services
- Review supplier performance in monthly service reviews & quarterly business reviews and ensure applicable service credits are translated to financial numbers
- Ensures that local legal and regulatory compliance is upheld with no breaches
- Participate and contribute to different Shell Governance bodies
- Accountable for Information Risk Management compliance and operated controls
- Accountable that suppliers are compliant with offshore and country specific health and safety (HSSE) requirements (DISA, Avetta etc.) and other mandatory trainings to operate at different Shell locations
- Delivered savings $515K with end of life and end of service hardware and IT asset refresh
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within organization.
- Controlled costs to keep business operating within budget and increase profits.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
SUPPLIER DELIVERY MANAGER
SHELL INDIA MARKET PVT. LTD.
01.2021 - 08.2022
- Manage Supplier Delivery for Shell Connectivity Operations across 800+ sites and 80+ countries; ensuring services delivered by suppliers/ vendors are sustainable, effective and compliant
- Improve payment process to enable supplier payments resulting in a saving of $780K.
- Supplier Overdue Payment – Overdue payments to supplier reduced to ~$200K which was around $4.5M
- Due to these huge overdue, services were at risk in many locations
- Monitored payment of $300M for suppliers
- Identified & resolved key systemic issues related to SAP Ariba and other ERP systems for various suppliers
- Product Catalogue Development
- PO getting exhausted due to partial delivery charges – Supplier is doing partial delivery of goods but unable to charge main deliveries due to PO getting exhausted
- Prioritizing Projects and ensuring hardware deliveries during and after pandemic due to global chip shortages happened during Covid Pandemic with resellers and OEM suppliers.
TRANSITION MANAGER
SHELL INDIA MARKET PVT. LTD.
02.2018 - 12.2020
- Key responsibility was to ensure new projects/ enhancements were transitioned successfully to operations and ensuring smooth run and maintain of IT delivery for business as per agreed qualities and standards
- Review and support operational planning and delivery of new services in response to new service requests
- Work with Project Managers during service transition to ensure all gaps are addressed, documented and evidence are collected
- Ensure MSA/CCN are correctly amended before any service is onboarded into operations
- Provide consultancy for tools, processes, KT, licenses, and relevant communications
- Ensure Service Level Agreements (and ensuring alignment of E2E SLA within associated agreements and contracts), Run & Maintain costs, Knowledge Transfer & Transition Plan, co-ordinate source code documentation and handover
- Assure the solution handed across is compliant with relevant security standards (including L&R countries), Business Continuity Plans & Disaster Recovery Plans are delivered, License Management is agreed, asset inventories are up-to-date, and sign off & involvement of key support staff are sought & delivered
- Assure prior to services onboarding, configuration details and CI Relationships of associated support processes and tools are updated to reflect implementation (Using service now)
- Key Projects Delivered:
- Insourcing of operations (Internet & Connectivity portfolio) supported by suppliers for over 18 years
- Implementing Remote access solutions (Zscaler Private Access - ZPA) at SHELL for 100K users across the globe in 70+ countries
- Global replacement of firewalls for critical Azure platforms as per business requirements
- Deployment of Public Zen and Physical Zen in L&R countries for internet breakout
- Implementation of E911 in US.
QUALITY SPECIALIST
Société Générale Global Solution Centre
03.2015 - 01.2019
- Worked as Quality Manager on continuous improvement of operations, Data Analytics using data science techniques, Project Transformation and IPCM delivering savings of 7FTEs.
- Command Centre Operations
- Formation of feature teams for Agile DEVOPS environment
- Realignment of service desk team based on skill set and operational requirement
- New -Edge Acquisition by SG Group – delivered project to merge New-Edge infrastructure with SG group
- Successfully set up control tower to manage Incident and Change Management globally for corporate and investing banking
- Setting up voice automation for global service desk and event management team – identified Vendor vendors through Gartner Magic Quadrant; RFP; performing PoC (including all infra/application changes) and deployment
OPERATIONS ENGINEER
Société Générale Global Solution Centre
10.2011 - 02.2015
- Running day to day IT operations in production environment, managing SG's corporate and investment banking (CIB) infrastructure, one of the largest and complex infra set up
- Global infrastructure monitoring and troubleshooting of production infra components (servers, database and network)
- Perform DR & BCP activities
- Run month end closure activities for Corporate & Investment Banking Systems.
- Run scheduling batches
- Ensure trading servers are refreshed, back-up is done and brought back for business next day before start of trading.
Education
Bachelor of Technology - Electrical And Electronics Engineering
West Bengal University of Technology
Kolkata, India 08.2007 - 05.2011
Skills
Enterprise IT Contract Management
Supplier & Vendor Management
Relationship Building
MS Office
Negotiation
Project Planning
Contract Negotiation
Cross-Functional Teamwork
Complex Problem-Solving
Process Improvement
Team Leadership
IT Compliance & HSSE
Financial Management
Operations Management
Analytical Skills
Certification
Lean Six Sigma Green Belt
Accomplishments
- Received Shell CIO Award 2021 for delivering Connectivity Service Insourcing Program.
- Received Star award at Societe Generale for exceptional performance.
- Received Star of the Quarter in Q3, 2015 at Societe Generale.
Timeline
Cobit 2019 Foundation
08-2023
PMP - 60 PDUs
07-2023
SERVICE ASSURANCE MANAGER
SHELL INDIA MARKET PVT. LTD.
08.2022 - Current
SUPPLIER DELIVERY MANAGER
SHELL INDIA MARKET PVT. LTD.
01.2021 - 08.2022
ITIL Intermediate Certificate in IT Continual Service Improvement
10-2019
TRANSITION MANAGER
SHELL INDIA MARKET PVT. LTD.
02.2018 - 12.2020
Data Science with R Programing
04-2017
ITIL Intermediate Certificate in IT Service Operations
08-2016
QUALITY SPECIALIST
Société Générale Global Solution Centre
03.2015 - 01.2019
Lean Six Sigma Green Belt
03-2014
OPERATIONS ENGINEER
Société Générale Global Solution Centre
10.2011 - 02.2015
Bachelor of Technology - Electrical And Electronics Engineering
West Bengal University of Technology
08.2007 - 05.2011
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