SUPROKASH GHOSH
Bengaluru
Summary
Data Analyst with 12 years of experience in Information Technology, Infrastructure Services, Project Management, Data Analysis and IT Operations delivering maximum value to the business. Currently working with Wipro as Data Analyst. A positive and dynamic leader with excellent communication and analytical skills in transforming business objectives into service delivery through team building and development initiatives geared towards excellence in operations and shared support services. A skilled communicator and leader capable of managing client engagements during the entire project to ensure smooth and desired execution.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Consultant
Wipro Limited
08.2024 - Current
- Data Analyst
- Analyse, baseline and benchmark customer’s digital experience score to drive actionable insights for ongoing operations
- Influence customer IT business decisions using proven data analytics and business insights
- Lead data analysis projects from end-to-end, including business and data requirements gathering, data modelling, data validation and visualization
- Collaborate with customers to integrate data analysis into IT operations and streamline their incident and problem management processes
- Stay current on new product features and technologies to a level required for the above activities
Senior Consultant
Right Avenue Infotech Pvt Ltd
10.2022 - Current
- ITSM Manager:
- Orchestrated daily sync-ups with technical towers, facilitating discussions on progress, challenges, and resource allocation; optimized workflow and collaboration, resulting in a 15% reduction in project timeline delays
- Presenting in different client calls like COMOP, Steerco
- Highlight risks at different service, application, server level so that together we can mitigate/avoid that for better business availability and better user experience
- Working with SDM and customer for Continual Service Improvement
- Rigorously working on CSS for better customer experience
- Handling escalation effectively and efficiently
- Incident Management:
- Incident assigning using Service Now tool
- Overseeing Incident and Service Request report daily basis and sharing with the Service Tower Leads
- Preparing SLA report daily basis and sharing with the Service Tower Leads
- Furnishing Incident and Service Request aging, hopping and reopen report daily basis and sharing with the Service Tower Leads and follow up with them for on time closure without breaching SLAs
- Arranging daily stand-up call with Service Tower Leads to discuss on urgent things
- Attending client call and update them on the status with all the reports
- Composing IM presentation and SOP documents
- Major Incident Management:
- Creating Bridge Call to coordinates among TCS Support Group/s and customer
- Sending outage notification to all the relevant stake holders
- Initiate Incident Communication Plan
- Shooting notification mails to TCS Management and management of customer
- Circulating update notification mails in every 1 hour
- Conveying final update/closure notification
- Communicating Major Incident Report
- Coordinating among TCS Support Group/s for RCA report and validate it to before sending it to customer
- Creating Problem ticket and coordinating for closure
- Doing Post Implementation Review
- Closing the incident
- Problem Management:
- Supervising the Problem Management
- Guiding the Problem Coordinators
- Participating in Problem Review call
- Analysing the Root Cause in critical incidents
- Change Management:
- Contributing to organizational change and management strategy, solutions, and implementation plans
- Raising issues and risks created by cross-team decisions, proposing resolution, as appropriate
- Hosting CAB, GCAB and eCAB
- Highlighting business improvement opportunities as a result of performance measurement and helping to develop ways to influence change and increase adoption
- Service Now:
- Incident/Service Request assigning
- Incident/Service Request tracking
- Incident/Service Request priority updating on Service NOW
- Report configuration on Service NOW
- Preparing dashboard
- Working closely with Clients to understand and translate their business and technical requirements
- Organising and owning workshops, capturing the output in the form workflows, minutes, actions, decisions, issues and risks
- Providing creative solutions to resolve business problems via agreed Client requirements on the ServiceNow platform, utilising existing Out of the Box capabilities, process gaps (ITIL or equivalent) and cultural challenges (people)
- Creating use cases and document requirements as Stories for the Client to ratify and the Development Team to configure/build
- Managing and overseeing workstream risks, issues and client reporting, supporting Delivery Lead
- Stakeholder Management:
- Engage closely with product, engineering, and business leaders to steer critical programs from start to finish
- Facilitate clear and concise communication between various stakeholders, ensuring alignment with project objectives and timelines
Operation Executive
Core Intergra Consulting Services Pvt Ltd
07.2013 - 10.2022
- Venue Manager:
- Looking over and coordinating with clients to ensure the delivery of the project/s as per given SLA and SOW
- IT Infrastructure readiness for seamless project execution
- Facing and managing invigilators, support staffs for best client and customer experience
- Conducting mock drill for better preparation of examinations
- BCP and Infrastructure check and readiness as per SOP
- Service Desk:
- Log, categorize and prioritize incidents
- Investigate and diagnose
- Incident resolution
- Incident management reporting
- Incident Management:
- Incident assigning using ServiceNow
- Preparing Incident and Service Request report daily basis and sharing with the Service Tower Leads
- Preparing SLA report daily basis and sharing with the Service Tower Leads
- Preparing Incident and Service Request aging, hopping and reopen report daily basis and sharing with the Service Tower Leads and follow up with them for on time closure without breaching SLAs
- Arranging daily stand-up call with Service Tower Leads to discuss on urgent things
- Attending client call and update them on the status with all the reports
- Preparing IM presentation and OP doc
- Workforce Management:
- Tagging 70+ associates regular basis based on their skill-set, experience at project level for various roles
- Conflict management
Associate
Genius Consultants Limited
10.2012 - 06.2013
- IT Support:
- System Hardware, Software, Network and Application troubleshooting
- Managing Examination Servers
- Venue Manager:
- Facing and coordinating with clients to ensure the delivery of the project/s as per given SLA and SOW
- IT Infrastructure readiness for seamless project execution
- Facing and managing invigilators, support staffs for best client and customer experience
- Conducting mock drill for better preparation of examinations
- BCP and Infrastructure check and readiness as per SOP
Education
Bachelor of Technology - Electronics & Communications Engineering
Swami Vivekananda Institute of Science and Technology
Kolkata, West Bengal08.2012
Skills
- Project Management
- ServiceNow
- Data Analysis
- ITSM
- Power BI
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Operations
- IT Support
- Client Facing
- Customer Facing
- Vendor Management
- Work Force Management
- ITIL
- People Management
- Excel
Certification
- ITIL V3 Foundation
- Lean Six Sigma
- ITIL V4 Foundation
- Major Incident Management
- AWS Cloud Practitioner
- Servicenow Administrator
- Self-leadership Foundation
- Microsoft Certified: Power BI
- Data Analyst Associate
Timeline
Technical Consultant
Wipro Limited
08.2024 - Current
Senior Consultant
Right Avenue Infotech Pvt Ltd
10.2022 - Current
Operation Executive
Core Intergra Consulting Services Pvt Ltd
07.2013 - 10.2022
Associate
Genius Consultants Limited
10.2012 - 06.2013
- ITIL V3 Foundation
- Lean Six Sigma
- ITIL V4 Foundation
- Major Incident Management
- AWS Cloud Practitioner
- Servicenow Administrator
- Self-leadership Foundation
- Microsoft Certified: Power BI
- Data Analyst Associate
Bachelor of Technology - Electronics & Communications Engineering
Swami Vivekananda Institute of Science and Technology
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