Abhishek Das

Experienced Project Management, ITIL, Lean Six Sigma and M.C.S.A. certified professional with more than 11 years of proven proficiency in diverse verticals aligned to Program/Project management, IT Service Delivery, Operations Management, IT Infrastructure Management and Business Development. Personal Information:

Email: ad09et@r.postjobfree.com

Phone: +91-760*******

Certifications:

Project Management (IIM - Rohtak);

ITIL v3 Foundation (Axelos);

Lean Six Sigma (CSSC);

M.C.S.A (Microsoft)

Expertise:

Program/Project Management;

Lean Six Sigma;

IT Service Delivery (ITIL/ITSM);

Operations Management;

IT Infrastructure Management;

Cloud Management;

Stakeholder Management;

Vendor Management;

Resource and Team Management;

Training and Development.

Education:

GRADUATION:

Bachelor of Business Administration,

Dr. C.V. Raman University

HIGHER SECONDARY:

U.N. COLLEGE (C.H.S.E)

Experience:

December 2021 to March 2022

Program Manager,

Locuz Enterprise Solutions Pvt. Ltd.

■ Complete accountability for setting up the Offshore Delivery Center for the client’s NOC and SOC services.

■ Understanding the client specifications and their existing infrastructure and processes to align the services as per the requirement.

■ Reviewing the agreements, identifying the

stakeholders (SPOCS), developing the RACI matrix and conducting pre initiation and kick-off meetings.

■ Assessing project charter and creating the project scope, project management plan, execution plan,

vendor involvement and other project activity

documents with the involved stakeholders.

■ Maintaining continuous communication with the

internal and external stakeholders about the status and health of the project.

■ Organizing weekly meetings with the client and the higher management at a decided time of availability to discuss the status of the project.

■ Creating project reports like progress report (EVA), executive report, and other required reports to have an analytic insight of the project.

■ Observing possible risks/threats and devising risk responses and plans to eliminate them as well.

■ Incorporating changes in the project plan in

accordance to the requirement of the client.

■ Organizing the knowledge transfer, shadowing and reverse shadowing for the team before moving to

operations.

MATRICULATION:

St. Vincent's Convent School (I.C.S.E)

Languages:

English;

Hindi;

Bengali

■ Developing training programs and performance

improvement initiatives for the team members.

■ Configuring ServiceNow service management tool in accordance to the requirement of the operations with the ServiceNow team.

■ Automated BAU report generation addressed to the proposed stakeholders in ServiceNow.

■ Created interactive dashboard covering the entire service operation status in ServiceNow.

March 2021 till October 2021

Project Manager

(IT Infrastructure Stability and Availability Management), Verizon (Deputed from Infinite Computer Solutions Pvt. Ltd.)

■ Devising assessment of the present processes and infrastructure of the business vertical.

■ Defining SLA and KPIs based upon discussion with different verticals/ lines of businesses.

■ Defining scope, schedule and complete project plan with appropriate project documentations.

■ Identifying risks and developing risk response plans.

■ Developing the project team and establishing vendor involvement.

■ Developing process training and facilitating

professional training on ITIL v3 and Lean Six Sigma.

■ Complete accountability for the Knowledge Base.

■ Creating and publishing project reports to the

stakeholders and management on a daily, weekly and monthly basis about the project status (EVA).

■ Ideating improvement plans to improve the quality of IT services for the various business units.

■ Analyzing the trend of the issues to identify the root cause of critical/recurring issues and build initiatives to eliminate them.

■ Formulated a method wherein the applications or

infrastructure giving recurring issue was catagorized as ‘Application on watch’ and were observed by the SMEs for a month to take necessary actions on them - to diagnose them or replace them.

■ Maintaining precise and consistent communication between the stakeholders and the management

through daily, weekly and monthly meetings regarding the health of the project.

■ Periodic review of the project documents for updates and spotting areas of improvement.

■ Designing ServiceNow tool in alignment to the ITSM processes with the ServiceNow team.

■ Crafting interactive dashboards in ServiceNow for illustrative view of the process status.

■ Formulated automatic report generation to the

engaged stakeholders in ServiceNow.

■ Automated BAU report generation addressed to the proposed stakeholders in ServiceNow.

■ Created interactive dashboard covering the entire service operation status in ServiceNow.

June 2018 to December 2019,

Associate Project Manager;

Delta Technology and Management Services Pvt. Ltd.

■ Responsible for all activities and liaising between clients and business stakeholders.

■ Understanding client expectation, practicing

processes and available infrastructure.

■ Identifying internal/external stakeholder engagement and vendor association.

■ Defining scope, schedule and other project activities in the Project Management Plan.

■ Developing the project team and facilitating required training for the process operation.

■ Monitoring and implementing improvement plans to aid the success of the client's business.

■ Accountable for management of concerns, escalations and changes reported by the client.

■ Convene weekly and monthly executive meetings with the external and internal stakeholders for the brief high- level discussion on the project.

■ Preparing project reports, executive reports and communicating them to the stakeholders.

■ Periodic review of the Knowledge Base to observe any gap/inconsistency to be addressed and any

improvement areas to be developed.

■ Conducting daily calls with the teams regarding the status, progress and health of the project.

■ Creating and managing interactive dashboards and notifications reports in ServiceNow.

■ Facilitated necessary training required for the smooth delivery of operations as per the SLA.

■ Delegating tasks to the team members as per skillset.

■ Periodically reviewed operation, ideated and

orchestrated improvement plans.

■ Conducted periodic analysis to identify trends of top contributors of issues and advising client and business for changes to be iterated.

■ Worked with incident management, problem

management, change management and other

relevant teams to plan and address impediments to

improvise the process and infrastructure.

■ Responsible for managing the entire Knowledge Base in ServiceNow.

■ Addressing escalations, concerns and identified pain points reported by the client.

■ Conducting daily, weekly and monthly meetings with the team members regarding the overall process and operations ongoing.

■ Organized weekly and monthly high level-meetings with the management and designed reports for

unified communication on project progress,

development strategies and implementation

recommendations.

■ One-on-one meeting with the team members during

appraisal interviews and sometimes when it is

required for any discussion.

■ Creating/Maintaining interactive dashboards and

automating report generation in ServiceNow for

maintaining clarity on the operational activities across the relevant teams and stakeholders.

■ Trained teams on project process, IT service

management and Lean Six Sigma.

■ Organized daily meetings with the stakeholders and designed reports for unified communication on

project progress, development strategies and

implementation recommendations.

February 2017 to December 2017

Project Lead - IT Infrastructure Management;

Mindtree (Deputed from Oloop Technology Solutions)

■ Collaborating with IT Project Managers and Service Delivery Managers in planning, scheduling and

methodologies of execution.

■ Setting up infrastructure and onboarding team

members required for executing the operations.

■ Formulated the pre initiation Knowledge Transfer, Shadow support and Reverse Shadow Support

activities before moving on to operations/BAU for the pilot team in transition from Microsoft IT.

■ Facilitated necessary training required for the smooth delivery of operations as per the SLA.

■ Identifying skill sets and delegating tasks to the appropriate team members.

■ Periodically reviewed operation, ideated and

orchestrated improvement plans.

■ Conducted periodic analysis to identify trends of top contributors of issues and advising client and business for changes to be iterated.

■ Worked with incident management, problem

management, change management and other

relevant teams to plan and address impediments to

improvise the process and infrastructure.

■ Responsible for managing the entire Knowledge Base and incorporating the same ServiceNow.

■ Addressing escalations, concerns and identified pain points reported by the client.

■ Organized weekly and monthly high level-meetings with the management and designed reports for

unified communication on project progress,

development strategies and implementation

recommendations.

■ Creating/Maintaining interactive dashboards and

automating report generation in ServiceNow for the intended stakeholders.

■ Trained teams on project process and IT service

management and Lean Six Sigma.

■ Organized daily, weekly and monthly meetings with the stakeholders and designed reports for unified

communication on project progress, development

strategies and implementation recommendations.

March 2016 to October 2016

Major Incident Manager, Microsoft IT Infrastructure; Microsoft (Deputed from LaunchIT Consulting Pvt. Ltd.)

■ Led the critical and high severity incidents by

engaging resolver team(s), business stakeholders,

vendors and the affected group on a call.

■ Documenting key updates, suggestions and

information on a common platform to maintain

uniformity.

■ Researching, consulting and proposing possible

approaches to expedite the mitigation process.

■ Took part in CAB meetings in certain critical incidents which required a change in the infrastructure.

■ On attainment of resolution, analyzed and

documented the initial RCA for drafting the Post

Incident Review report and aided the Problem

management team’s activities.

■ Weekly analysis and categorization of the major

incidents to identify trends of the issues.

■ Collaborated with problem management and change

management for suggesting changes in infrastructure and processes to the management.

■ Reviewing the ‘action items’ in the Problem Records created by the Major Problem Management team

through and providing necessary feedback to the MIM members when and where required.

■ Facilitating appropriate hand - off to onsite team.

■ Responsible for maintaining the Knowledge Base with SOPs and relevant documents.

■ Analyzing areas of development in the process and team members to facilitate coaching and training.

■ Creating weekly and monthly operation reports and conveying the same to the management continually

to keep record and maintain visibility.

July 2015 to March 2016

Senior Consultant, Global Technology Infrastructure; J.P. MorganChase & Co.

(Deputed from HTC Global Services India (P) Ltd.)

■ Lead the offshore asset decommissioning project (CIT) to facilitate use of mobile business apps.

■ Ideating training plans for the various LOB on the features and functionalities of the business apps.

■ Weekly/Monthly review of the proposed vs actual

decommissioned assets and generating report for the management.

■ Consulting with the vendors and suggesting the

management on new products and upgrades.

■ Responsible for maintaining the Knowledge

Management Database.

■ Conducted monthly meetings with the business and vendors to discuss the status of the contract.

April 2014 to December 2014

Senior Support Engineer, IT Service Management;

Sonetel Software Services Pvt. Ltd.

■ Liaising between clientele and R&D team.

■ Successfully customized the ticketing tool (Salesforce

– Desk.com) by continually analyzing it and working with the vendor to implement changes in the ticketing tool related to ITSM.

■ Creating SOPs and documents for continual and

updated provisioning of services.

■ Routing the escalated technical concerns and

grievances to the correct resolver team for expediting the requests.

■ Worked with the web development team in creating the website with contents.

■ Training and up-skilling on new updates and process implementation.

February 2011 to October 2011

Application Support Analyst, GTI;

J.P.MorganChase& Co. (Deputed from Magna Infotech Pvt. Ltd)

■ Migration of Windows 7 (OneDesk) enterprise

systems with pre-configured operating system image aligned to respective LOBs.

■ Installation/upgrade of missing applications

associated with LOB requisites after migration.

■ Assigning engineers incidents depending on the skill sets.

■ Creating weekly and monthly reports to grade the recurrence of issues and communicating the same to the management for further consideration.

■ Educating users after the rollout of new applications.

■ Updating the Knowledge Database with process and technical documents.

■ Assigning engineers incidents depending on the skill sets and availability.

■ Trained new hires on the process and applications aligned to the different LOBs.

April 2010 to January 2011

Identity and Access Management Lead, (ITD);

I.B.M. (Deputed from Synova Innovative Tech Ltd.)

■ IAM activities (creation, modifications, termination, lockdown, et cetera) on network accounts.

■ Access management of network attributes like shared drives, applications and servers.

■ Managing admin rights to computers and servers.

■ Responsible for the periodic review and maintenance of the entire Knowledge Database.

■ Assigning tickets & mails to IAM admins as per GDF

(Global Delivery Framework).

■ Convened the weekly and monthly meeting with

onsite clients to review the process and for discussing further improvements to be implemented.

■ Training the IAM team on the ITIL Service Operation process.

November 2009 to March 2010

Senior Technical Support Associate;

Dell

■ Remote Technical support for Dell products.

■ Generating sales (Total Solution) of Dell products.

■ Training agents on process and communication.

August 2008 to October 2009

Customer Service Executive (Banking);

H.S.B.C

■ Supporting UK customers for internet & telephone banking.

■ Process and communication trainer for new hires.

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