Manager Service
Resume:
Profile
Kaushik Chakraborty
Indra Nagar, BANGALORE -560095, INDIA.
Cell: +91-998**-*****
Email: - *******.**.**@*****.***
PROFESSIONAL SYNOPSIS
Result-oriented professional seeking middle level assignments in Delivery / Operation / Quality / Project / Service Management with a leading organization of repute in IT industry.
IT Professional with 12+ years of experience with commendable success in: -
~ Service Delivery / Operations Management / Project Management / IPC Management.
~ Quality Assurance
~ Costing & Budgeting
~ Client Relationship Management
~ Control-M
Sound knowledge in mapping business requirements and designing customized solutions
Holds the credit of visiting Canada to transition Global Service Delivery Manager role.
Understanding of business needs and strategies to meet client goals
Possess a detail oriented attitude & ability to analyze business practices & define optimal procedures
Recognized throughout the career for being a visionary operations leader and significantly contributed to the success across business in the organizations
An effective leader with proven abilities in leading teams during the project phase, training and service delivery
Work Experience / Career Narration: -
Incident, Problem & Change Manager February 2018 till January 2019 with IBM India pvt ltd. Bangalore.
Project Manager since February 2017 till January 2018 with IBM India pvt ltd. Bangalore.
Service Delivery Manager since April 2015 till January 2017 with IBM India pvt ltd. Bangalore.
Service Delivery Manager since November 2009 till November 2014 with IBM India pvt ltd. Bangalore.
Team / Quality Lead from May’2006 till November 2009 with IBM India pvt ltd. Bangalore.
Project Associate for AT&T since July 2005 till May 2006 with Accenture India pvt ltd, Bangalore
Professional Affiliations: -
IBM Hall of Fame award recipient for Service Excellence in IBM.
IBM Certificate of recognition for Outstanding Teamwork with Canada from IBM VP (Canada).
IBM Bravo Award for driving quality excellence.
Delivery Excellence award for service delivery & quality excellences.
Functional Results: -
Conducting systems analysis sessions for understanding client business processes as per management standards
Reviewing functional requirements and translating them into technical specifications
Managing risks and planning for contingencies to ensure minimal effect on deliverables
Keeping activities focused on the business change objectives by providing a framework for senior management to direct and manage the change process
Holding review meetings to monitor progress of the project as per schedule / budgets, and ensuring timely completion and delivery of project to the client
Contributing for business development through active participation in the lead to closure process
Professional Diplomas and IT Management / Project and Program Management certifications: -
ITIL V3 – Foundations Certified.
IBM Certified Associate System Administrator – Lotus Notes and Domino 7
Hardware / OS: Lotus Notes and Domino 7, Linux, UNIX, Windows 2000 / NT / IBM OS 360
Languages: C++
MS Office: Word, Excel and PowerPoint)
Others: Good exposure to Big Data, Cloud computing
Academic Qualification: -
Diploma in Hotel Management from IHM Chennai 2002 under (National Council for Hotel Management and Catering Technology (Under Ministry of Tourism, Government of India)
Passed AISSSE (10+2) from CBSE -1998, Deepika EM School - Rourkela
Passed AISSE (Matriculation) from CBSE -1996, Deepika EM School – Rourkela
Personal Details: -
Father’s Name: A.K.Chakraborty
Marital Status: Married
Date of Birth: 21st September 1980
(Kaushik Chakraborty)
ANNEXURE
Major Projects:- IBM India Pvt Ltd, Bangalore.
1.Designation: - Incident, Problem & Change Manager (February 2018 till January 2019)
2.Designation: - Project Manager (January 2017 till January 2018)
3.Designation: - Service Delivery Manager (September 2010 till November 2014) – (April 2015 till January 2017)
Project Associated: - Rogers Communications - September 2010 till August 2013.
Project Associated: - Bank of Ireland - August 2013 till 18th November 2014.
Project Associated: - State Street – April 2015 till January 2017
Work with Application team from different companies and IBM to help Planning & execution of application release.
Responsible for BAU Mode of Service Delivery from off-shore, managing a team of around 15 different service lines.
Worked and interacted directly with the end client in Canada for a 3months project to get the account out of CRITSIT.
Managing Customer relationships, operational control of the task, overseas Client transition.
Regular and timely reporting of service levels to the client monthly and Quarterly Business Reviews and feedbacks.
Providing leadership and direction to Delivery teams.
Serving as a single point of contact for service delivery and managing all delivery communications.
Ensure accuracy in Billing & Reporting - Review, Plan & Approve infrastructure requirements for account.
Assist DPE’s in Cost Case Proposition & Approval.
Make the project plan for various BAU projects, analyze risk and get them executed by teams.
Responsible for service quality, service delivery performance and drives SIP, G2G and service excellence.
Focal for New Business that increases scope of support in planning transition and KT activities to offshore team.
Accountable for Delivering Services with reference to signed KPI Agreement with the Customer.
Provided service in a highly cost-efficient environment.
Understand customer requirements and business opportunity/requirements identification, guidance, support and closure.
Drive/participate and coordinate audit readiness and compliance for delivery.
Managing Quality Control / Compliance (SOX, KPMG, PMR, CTP and Corporate) audits.
4.Designation: - Operations Lead - Control-M GUI Project from (May 2008 till August 2010)
Project Associated: - Capital One - UK
Designing the Architecture Realization Document and taking signoff from Client’s Architect Team.
Installing and Configuration of Control-M elements in non-production and production environments.
Understanding the scheduling requirement from Client’s Development Team and writing the Technical Design Document.
Defined the Quantitative and Control Resources, established the dependency based on the scheduling requirement.
Defined job and Deployment of schedules into production environment.
5.Designation: - System Operation Lead Specialist - Control-M Mainframe Project from ( May 2008 till August 2010)
Project Associated: - Carlson
Change PARM values as per request.
Create and maintain account specific processes and procedures. Define and maintain Business Process documents. Participate in change calls, ensuring communication to the team on any upcoming changes.
Evaluate planned changes to the environment and advice the team of any requirements to support such changes and working with internal support groups to resolve issues on behalf of team. Receive and handle notification of related change activity for Ops. Provide information for changes affecting the environment in advance.
Maintained Support and kept regular updates on all the required tools for the operation, assuring that the team has required tools and is aware of requirements. Coordinate any tool specific training with Shift leads.
Provide trend analysis. Audit problem records for process compliance, providing feedback to management team.
Owned Root Cause Analysis (RCA) process and meetings on Operations Owned RCA and work with the team on any issues identified as operational defects. Create/implement action plans to prevent reoccurrence.
6.Designation: - Remote IT Specialist (June 2006 till May 2008)
Project Associated: - IGA Paloma
Owning and maintaining KMDB for IGA project.
Testing and approving various versions of Lotus Notes before release.
Support various teams from IBM for Lotus notes 6.5 & 7.
Provide technical support for Remote access like AT&T and WECM.
Accenture India Pvt Ltd, Bangalore.
7.Designation: - IT Support Specialist (July 2005 till May 2006)
Project Associated: - AT&T
ISP trouble shooting.
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