Tomojit Paul
Kolkata
Summary
PMP, ScrumMaster (CSM), and Lean Six Sigma Green Belt certified professional with 15+ years of experience in IT Service Delivery and Project Management. Proven expertise in managing Global Clients across Life Sciences & Healthcare and BFSI (Insurance: Pensions & Life Insurance) domains. Consistently delivered high-quality results by excelling in Stakeholder Management, Risk Mitigation, Quality Management, and Leadership.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Lead (Life Science and Healthcare Domain)
TCS
06.2023 - 11.2025
- Led a 15-person team ensuring 99.9% uptime and strict regulatory compliance for Priority SaaS applications.
- Managed 1,700+ monthly Incidents & Service Requests, and reducing resolution times by 15% through proactive root cause analysis.
- Boosted CSAT scores by 90% by optimizing client communications during major incidents and service rollouts.
- Achieved 99% SLA compliance on critical metrics (MTTR, Fulfillment) by rigorously tracking service KPIs.
- Reduced service defects by 10% by implementing streamlined QA processes aligned with Life Science standards.
Project Manager (BFSI Domain: Erie Insurance – Pensions & Life Insurance)
TCS
01.2022 - 06.2023
- Managed the end-to-end project lifecycle (scope, planning and feasibility), ensuring 100% quality adherence and Definition of Done for sprint deliveries.
- Drove Agile execution by expertly leading all Scrum ceremonies and managing the lifecycle of Epics, Sprints, and User Stories.
- Developed detailed project plans encompassing scope, timelines, resource allocation, and budgeting for successful delivery.
- Controlled project risk and change by executing customer Change Requests, performing Risk Analysis, and actively maintaining Risk Registers and Issue Logs.
- Coordinated and directed cross-functional teams (development, testing, stakeholders) to ensure seamless communication and on-time component delivery.
- Provided data-driven leadership through weekly/daily reports (Utilization, Quality), analyzing facts to identify root causes and inform key management decisions.
- Maintained critical client relationships by proactively resolving impediments and providing transparent progress updates to ensure project momentum.
Test Lead (BFSI Domain: Prudential Insurance – Pensions & Life Insurance)
TCS
10.2018 - 12.2021
- Drove software testing (ST, BAT, SIT) across the TCS Bancs (Life & Pension) product suite.
- Demonstrated deep functional expertise in complex claims/correspondence modules (Deceased, Maturity, Surrender, Waiver Claims, Policy Creation, etc.).
- Reduced post-release defects by 30% across releases/sprints through rigorous regression test planning and execution.
- Maintained project alignment by collaborating with Development, Product Management, and QA teams on testing strategy and goals.
Senior Associate (BFSI Domain: Athora (Netherland Life Insurance))
TCS
05.2012 - 09.2018
- Managed critical post-sales alterations, issuing accurate financial illustrations and projections to Policy Owners/Brokers.
- Executed complex system mutations involving changes to core policy elements: target capital, premium structure, and maturity date.
- Specialized in processing mutations upon official confirmation that directly impacted life policy financial structure.
Medical Claim Analyst (BFSI Domain: Humana US Health Insurance)
Hinduja Global Solution (HGS)
01.2010 - 05.2012
- Analyzing the member's benefits like Deductible, Co-insurance, Co-payments, Out of Pocket, Life Time Maximum & all the other issues related to the claims.
- Successfully resolving various payment related queries like COB, Medicare & Medicaid, Participating and Non-participating providers, PARE provider, Maximum allowable fees, multiple surgery logic, contract dispute & Authorization of the services.
- Handling the special inquiries for iHealth technologies.
- Proactively working on the commercial medical insurance products like HMO, PPO, & POS.
Education
Master of Science - Microbiology
Bangalore University
Bangalore01.2009
Bachelor of Science - Microbiology
Bangalore University
Bangalore01.2006
12th -
Chadrachur Vidyapith
Kolkata01.2003
10th -
Rahara Rama Krishna Mission
Kolkata01.2001
Skills
- MS Project
- MS - Advanced Excel, Word, and PowerPoint
- JIRA tool
- Minitab
- Project management
- Risk assessment and management
- Stakeholder management
- Resource management
- Change management
- Project scheduling and planning
- Quality management
- Leadership
- Time management
- Conflict management
- Critical thinking and problem solving
Certification
- PMP Certification, Project Management Institute, 12/31/25
- Certified ScrumMaster, Scrum Alliance, 12/31/25
- Certificate in Business Analysis, TCS Business Domain Academy (IIBA-endorsed program), 12/31/16
- Lean Six Sigma Green Belt, Indian Statistical Institute, Bangalore, 12/31/15
Accomplishments
- RPA Implementation, Implemented RPA solutions that reduced Service Request Tickets of top priority Applications volume by 23% and saved $28K annually., Tata Consultancy Services, 6 months
- Lean Six Sigma Improvement, Reduction in Duplication of work and utilization of resources. Rework on the duplicate tasks reduced by 7.16% leading to FTE savings of 0.45. Savings amounting to $13,328 passed to TCS as Annualized soft savings., Tata Consultancy Services, 6 months
- Kaizen Efficiency, Implementation of Auto text to correspondence. 3 Min reduction in each task with annualized soft savings of $2,968.24., Tata Consultancy Services, 3 months
Timeline
Service Delivery Lead (Life Science and Healthcare Domain)
TCS
06.2023 - 11.2025
Project Manager (BFSI Domain: Erie Insurance – Pensions & Life Insurance)
TCS
01.2022 - 06.2023
Test Lead (BFSI Domain: Prudential Insurance – Pensions & Life Insurance)
TCS
10.2018 - 12.2021
Senior Associate (BFSI Domain: Athora (Netherland Life Insurance))
TCS
05.2012 - 09.2018
Medical Claim Analyst (BFSI Domain: Humana US Health Insurance)
Hinduja Global Solution (HGS)
01.2010 - 05.2012
Master of Science - Microbiology
Bangalore University
Bachelor of Science - Microbiology
Bangalore University
12th -
Chadrachur Vidyapith
10th -
Rahara Rama Krishna Mission