Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Training
Timeline
Generic
Tamal Bhattacharyya

Tamal Bhattacharyya

Kolkata

Summary

Technical Support Manager with expertise in customer service and problem resolution. Proven track record in managing client inquiries and ensuring high levels of customer satisfaction. Strong collaborative skills with experience in multitasking and enhancing operational efficiency. Dedicated to delivering exceptional support and driving positive organizational impact.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Support Manager

TCS
Kolkata
09.2020 - 09.2025
  • Led technical support team to resolve customer issues being faced in Qlik Sense, Qlik Nprinting BI tools, Google Cloud Platform
  • Performed incident management, problem management, change management through ServiceNow in Production and Pre-prod environments.
  • Oversaw risk and availability management of the product and infrastructure.
  • Executed Escalation management to resolve Customer issues collaborating with cross functional teams.
  • Managed customer production issues, product version upgrades, infrastructure creation and scaling, and patching through JIRA tickets.
  • Coordinated with product teams to address common technical issues.
  • Analyzed customer feedback data in periodic client review calls to identify improvement areas in product or service delivery.
  • Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
  • Identified potential risks associated with implementing new technologies or introducing changes into existing systems.

Application Support Engineer

TCS
Kolkata
08.2012 - 09.2020
  • Diagnosed and resolved technical issues for clients via email, Teams, and ServiceNow.
  • Collaborated with development teams on application enhancements and bug fixes.
  • Diagnosed system errors and performed troubleshooting for software applications.
  • Monitored system performance and executed corrective actions to prevent service interruptions.
  • Coordinated with cross-functional teams to resolve complex technical issues.
  • Assisted with the planning, testing, implementation, maintenance, monitoring and evaluation of various applications used by the organization.
  • Applied root cause analysis to troubleshoot commonly recurring issues.
  • Led a team of technical support specialists, fostering mentorship and continuous learning.
  • Facilitated software upgrades and installations, minimizing disruption to client operations.
  • Communicated with technical support teams to swiftly resolve escalated issues.
  • Deployed patches or updates for existing applications following change management guidelines.
  • Performed root cause analysis for complex production incidents and implemented preventive measures accordingly.
  • Monitored end user activities related to supported software applications in order to identify potential areas of improvement.
  • Liaised with clients to clarify business challenges and objectives to optimize performance of existing systems.

Education

B.Tech - Electronics and Communication Engineering

MCKV Institute of Engineering, Kolkata,WB
DGPA 8.79
06-2012

West Bengal Council of Higher Secondary Education
Higher Secondary with 87% marks
03-2008

West Bengal Board of Secondary Education
Class 10 passed with 92.8%
03-2006

Skills

  • Google Cloud Platform(GCE, LoadBalancer, Filestore, Cloud Storage Bucket, Firewall policies, IAM)
  • Qlik Sense Administration,Dashboard development,QVD management
  • Qlik Nprinting
  • Windows 2016 Server administration
  • JIRA Board management
  • Weblogic 12C Administration
  • PulseSecure Loadbalancer Administration
  • Linux Administration
  • Technical support
  • System, Performance monitoring
  • Incident, Release, Problem, Risk, Escalation, Customer Relationship management
  • Root cause analysis
  • Team leadership

Certification

  • Generative AI Foundation Curriculum, 1.0, 07/12/25
  • Digital: Google Cloud E1 competency
  • Digital: Qlik Sense E1 competency
  • Cyber Security Foundation, 1.0, 01/18/25
  • Secuware - Cybersecurity Awareness Curriculum, 1.0, 01/18/25

Accomplishments

  • Over 3.5 years of recent experience in handling Reporting area in British Telecom Consumer, BT Business, Group clients. Gaining Customer confidence through swift responsive actions and Customer satisfaction helped to acquire Reporting area business from competitor to TCS.
  • Multiple Star of the month, quarter awards in TCS along with many client appreciations for confident customer handling, project transition from competitors.

Training

  • CFU Specific Session-CFU Session-Knowledge Transition Program - Domain - ILT/Virtual ILT, 07/01/25, 07/31/25
  • CMI UK1 MLT SESSION-CMI UK1 MLT SESSION-CMI UK1 MLT Knowledge Transition VILT, 05/01/25, 05/31/25
  • Enterprise JIRA Board KSS-Knowledge Transition Program - Technical - ILT/Virtual ILT, 11/01/24, 11/30/24

Timeline

Technical Support Manager

TCS
09.2020 - 09.2025

Application Support Engineer

TCS
08.2012 - 09.2020

B.Tech - Electronics and Communication Engineering

MCKV Institute of Engineering, Kolkata,WB

West Bengal Council of Higher Secondary Education

West Bengal Board of Secondary Education

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Tamal Bhattacharyya