Thaposh Ghosh

• Experienced in managing Real Estate Business systems with in-depth functional knowledge of Integrated Workplace Management Systems, collaborating with internal and external stakeholders in delivering the initiative.

Real Estate Systems Specialist for IWMS (Integrated Workplace Management Systems) is a critical for business success and a key part of the RE Information strategy & roadmap.

(i) support data & system integration (ii) ensure high data quality and (iii)information risk management to enable best-in-class performance measurement.

• As a Real Estate Systems Specialist will own, design, monitor, and integrate a performance matrix to drive world-class performance in RE with the right controls & assurance in place. The role supports global RE teams, RE regions, and business partners to ensure the delivery of operational excellence and be responsible for the optimal performance of RE systems & use of information.
• Streamlined data management processes by developing and implementing automated solutions, resulting in a 30% reduction in manual data entry errors.
• Collaborated with cross-functional teams to gather business requirements and developed customized software applications, enhancing operational efficiency by 25%.
• Conducted in-depth data analysis, identified key trends, and provided actionable recommendations that increased customer satisfaction by 15%.
• ·Led the migration of legacy systems to a cloud-based infrastructure, ensuring seamless integration and minimizing downtime for 2000+ users.
• Collected data on process control statistics to discover potential improvements to process capabilities.
• Communicated deficits in system performance to senior leadership, recommending appropriate corrective measures.
• Designed and implemented preventive maintenance procedures, reducing support requests 20 %.
• Set system metrics and thresholds to maintain proper operational continuity.
• Prepared documentation on policies and procedures for operating IWMS systems.
• Identified plans and resources required to meet project goals and objectives.
• Managed projects from procurement to commission.
• Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
• Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance and supply base.
• Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
• Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
• Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
• Monitored and tracked project metrics and collected data to share with project members.
• Analyzed project performance data to identify areas of improvement.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Reported regularly to managers on project budget, progress and technical problems.

• Leading the Global MIM Team (Major Incident Management) for one of the clients of Infosys
• Responsible for agreed SLA Management and other escalations that occur with the MIM Delivery
• Worked with diverse, collaborative and energetic workforce to spark innovation and develop service ideas.
• Defined performance indicators and quality metrics to maintain compliance with governing policies, standards and adoption requirements.
• Built cross-functional relationships to support organizational change.
• Tracked KPIs and created continuous improvement plans.
• MIM Team Management
• SLA & KPI Management
• Incident & Problem Management
• Service delivery
• Process Management
• Incident Governance
• Established rapport and engaged with stakeholders to build lasting professional relationships.
• Assisted with onboarding newly hired staff members and coached on task prioritization.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.

• Lead the Global Managed Service Team, Managed Services (IT Service Delivery) which oversees many key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.
• The work involved the Account and Application Management of Planon Application for customers:

Royal Dutch Shell - Planon

Unilever – Planon

Vattenfall – Planon and ServiceNow

Alcon – Planon, Treasury/Cash management for Kyriba, FireApps & Wdesk

• Supervising Global Managed services team which usually involves directing the daily activities of Incidents, Problems, and changes
• Implemented and maintained technology and software budget.
• Maintaining the Team and looking after their daily activity, mid and yearly discussion, and appraisals.
• Handling Team Planning and other Schedule related approvals of Junior Application Managers.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Formulate and agree with an appropriate Service Level Management structure for the organization.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Conduct annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
• Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
• Closed business deals with partner businesses to increase company profits 15%.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Monitored service staff performance and provided feedback for improvement.

• Own the Incident Management process within IBM
• Ensure that the provision of the service is restored as quickly as possible, ensuring the best possible level of service quality and availability and compliance with service levels
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Providing customers with hourly updates and the progress of incidents logged
• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Maintain customer incident tracking system with new incidents, updates, and resolutions
• Look to provide initial resolution through existing product documentation and release notes, solution database searches or by means of reproducing and isolating the problem using available systems and support tools
• Provide regular feedback on the status of open calls to customers and business partners, while setting the correct levels of expectation for problem resolution
• Verifying the correctness of the Severities (Sev1/2) of incidents based on Request Priorities, business impact and monitoring the same to resolve incidents within agreed SLA's
• Allocating incidents to appropriate engineers in different resolver teams like Server support & Network operations and support teams
• Identify and raise known issues (problems) to the management team and where possible provide documented solutions to alleviate the problem
• Offering L2 Support advice to 1st line and being responsible for business-critical fixes, extended troubleshooting, liaising with third parties and managing major incidents
• Perform application / functional testing for the Client application and application release testing for development teams on a VMS based applications
• Email issues based on Outlook and MS Exchange technology
• Troubleshooting for the Shop Direct Group, Administration with Active Directory
• Identifying a range of hardware and software faults
• Managing and implementing the resolution major incidents and categorizing these issues for effective problem management
• I have been providing Information Technology Service Management assistance, focusing on helping clients make smooth, meaningful changes to improve operational efficiency and reduce costs in the delivery of services
• All my work is based on industry best practice, including the Information Technology Infrastructure Library (ITIL)
• Assessing where the company stands as far as IT system performance/efficiency, compared to where it would like to be, and compiling recommendations on how to improve performance.

• HP computers, laptops, Desktops, mini notebooks)- Resolution Expert
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assuring client requirements are well understood with clear documentation
• Analysis of quality design & improvising of tools
• Checking the quality is matching up to client’s expectations & assuring the quality output of it
• Removing defects & conducting external auditing
• After delivering getting a quality feedback & checking the quality of maintenance
• Auditing and providing feed back to the team about quality parameters and procedures
• Analyzing and improving the service quality of the team to help for better customer satisfaction
• Working with individual team member and help them improve their process, service quality and knowledge
• Provide maintenance and Network support for Laptops and Desktops
• Provide Security management to the Client (User) machines and servers
• High-level problem troubleshooting
• Replacing failed hardware and addressing system problems
• Tracking system capacity (CPU, memory, disk space, etc.) and reporting/correcting any issues
• Installing software upgrades and security patches and monitoring for intrusion signs
• Resolving Customer queries over phone and email