Soumya Dutta

Experience

• 

  Wipro

  Jan 2011 - Jun 2016

  Software Engineer

  Point of contact (Offshore) for Business team for the transition of new clients/ enhancements to existing servicesUndertake Major Incident Management with other stake holders and work to reduce major incident occurrences through root cause analysis with support teamsResponsible for effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents

• 

  Cognizant

  Jun 2016 - Feb 2018

  Technical Lead

  Ensuring that the goals of the Incident Management/ Problem Management/ Change Management processes are achieved, restoring normal service as soon as possible based on customer perspective and within defined SLAConducting BCP/ DR process half yearly and updating the documentsPlans, facilitates and coordinates service improvement measures (SIPs)

• 

  IBM

  Feb 2018 - Mar 2022

  Business Program Manager

  Single point of contact for delivery of the service and act as the advocate between Service Operations/ Delivery and CustomerMapping client’s requirements, identifying improvement areas and implementing measures to maximize CSAT levelsQuarterly presentation of account in accordance with the highlights, lowlights, achievements, and initiatives on specific area

• 

  Oracle

  Mar 2022 - now

  Senior Customer Experience Manager