SUSANTA KUMAR PATRA
Associate Manager Software engineering
Bengaluru
Summary
I am a diligent professional with over 13 years of experience in Technical Customer Support focused on ITIL framework and SQL integration. I possess a strong background in using modern software development techniques and have proven success in managing critical support issues and leading teams towards operational excellence. Passionate about continuous learning and adapting to new technologies
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
15
15
years of professional experience
2
2
Languages
1
1
Certificate
Work History
Account Run Lead
DXC India Private Limited
05.2022 - Current
- Company Overview: A company focused on IT services and solutions
- Responsible for overall IT project management, transition and managed different strategic accounts based out of various delivery sites within India
- Planning and monitoring overall project, resource allocation, identified milestones and looking after budgeting
- Assessing new computing technologies to determine potential value for the company
- Monitoring the development, design, and implementation of new applications and changes to existing systems
- Managing development, review, certification of all back-up and disaster recovery procedures and plans
- Monitoring team responsibilities and capabilities
- Involved in incident management, problem management for the current client
- Attending monthly review meetings with clients and presenting the overview for monthly activities
- Handled P1/P2 call support and attended CAB meetings
- Evaluated new computing technologies annually to assess potential business value and integration
- Resolved incidents monthly through incident and problem management, maintaining client satisfaction
- Handled priority 1/priority 2 support calls and led Change Advisory Board (CAB) meetings monthly
Process Lead
Capgemini India Private Limited
07.2021 - 05.2022
- Company Overview: An international consulting and professional services company
- Responsible for overall IT project management, transition, and managed different strategic accounts based out of various delivery sites in Australia
- Ensured all teams adhered to the process defined by the client and met all SLAs on time
- Prepared monthly MFR slides and weekly slides
- Involved in audit reviews for clients and internal processes
Team Lead
Capgemini India Private Limited
09.2018 - 06.2021
- Company Overview: An international consulting and professional services company
- Managed incidents, teams, and issues related to the applications run by the client
- Led overall IT project management and transition across various delivery sites in India
- Involved in incident management and monitoring team responsibilities
Team Lead
Hewlett Packard Enterprises
03.2015 - 07.2018
- Company Overview: A multinational information technology company
- Managed incidents, teams, and issues related to the applications run by the client
- Led overall IT project management and transition across various delivery sites in India
- Involved in incident management and monitoring team responsibilities
L2 Engineer
Mphasis Pvt. Ltd
01.2014 - 03.2015
- Company Overview: An IT services company specializing in cloud and infrastructure services
- Responsible for all day-to-day issue resolving and analysis
- Escalation support process
- Created new SOPs and KEDBs to help the team and the client
- Handled priority 1/priority 2 support calls and led Change Advisory Board (CAB) meetings monthly
L1 Engineer
iGATE Pvt. Ltd
08.2010 - 12.2013
- Company Overview: An IT services company providing end-to-end services and solutions
- Attending calls from end users and troubleshooting issues as per SOP
- Elevated cases to the next level if unable to resolve
- Monitored day-to-day scheduled jobs and activities
Education
Masters of Computer Applications -
BPUT
05.2009
Skills
Dashboard designing Designing new dashboards through Excel, power BI and SNOW
Awards
Client Satisfaction Increase Improved client satisfaction by resolving 95% incidents monthly., SLA On-time Completion Led a team to complete 150 SLAs on time., Process Efficiency Boost Developed 10+ new SOPs boosting team efficiency by 30%.
Accomplishments
- Supervised team of 40+ staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop data tracking spreadsheets.
Certification
ITIL V4 Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
odia
Advanced (C1)
Interests
Dashboard Designing using Power BI, Excel, SNOW
Timeline
Account Run Lead
DXC India Private Limited
05.2022 - Current
ITIL V4 Foundation
09-2021
Process Lead
Capgemini India Private Limited
07.2021 - 05.2022
Team Lead
Capgemini India Private Limited
09.2018 - 06.2021
Team Lead
Hewlett Packard Enterprises
03.2015 - 07.2018
L2 Engineer
Mphasis Pvt. Ltd
01.2014 - 03.2015
L1 Engineer
iGATE Pvt. Ltd
08.2010 - 12.2013
Masters of Computer Applications -
BPUT