Saikat Banerjee

Experience

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  RT Outsourcing Services Ltd

  Jan 2001 - Nov 2005

  Sr. Engineer – Technical Support

   Configuring and managing servers of different operating systems, such as Windows, macOS or Linux, including installing, fixing issues, and upgrading. Implementing enhancements to improve performance and reliability. Collect Server logs, troubleshoot and provide resolution. Coordinate with different suppliers for resolving the technical issues.

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  Hewlett Packard Enterprise

  Dec 2005 - Aug 2010

  Technology Solutions Consultant – L3

   Process design Server Availability and Capacity. Install, configure, and maintain various types of hardware and software. Server health checkup. Backup and disaster recovery planning.  Patching activities. Setting up of Monitoring tool & event correlation.

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  Veebeam Corp

  Sept 2010 - Apr 2011

  Manager - Customer Support

   Setup & Own Service Desk functions.  Ensure necessary resource availability for the desk to daily call volumes Maintain the metrics and KPIs to satisfy the client’s skill set requirements Management reporting, assessment of skills and conducting training sessions Owning & supporting Incident Management process & Service desk functions Service Desk Governance Customer escalations & SLA management  Vendor Management Coordinating new Projects  Management reporting & Internal Audits / Compliance Show less

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  IBM

  May 2011 - Jan 2013

  Process Consultant – Quality & ITSM

   Individually completed Program Assessment for IT services  Design, develop and implement best practice processes for IT Service Management in the area of Change Management, Configuration management, Incident Management, Problem Management, Access Control, Data Backup and Recovery. Development and implementation of the processes and procedure in line with the ITIL requirements Transition and management of ITSM processes for efficient delivery of Services Assessment of the existing technology environment from a process / tool standpoint Undertake monitoring for providing guidance for Process Implementation Undertake ITSM process trainings for client-side users Lead quality team for driving process compliance and adequacy  Lead the process team for implementation of Incident, Problem, Change and Request Fulfillment Management Process from internal ticketing tool to ServiceNow Supervise GB projects for operational optimization through DMAIC methodology Show less

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  Cognizant

  Jan 2013 - May 2015

  Associate Manager – Operations Maturity

   Implementation of operations maturity (OM) model for IT engagements such as Managed Services and Shared Services Enabling and driving continual service improvement projects such as Kaizens and Bizex  Implementing metrics such as SLA(s) and KPI for measuring IT programs Handling multiple Transitions from External Customers, Incumbent vendors and Internal Customers Implementation of metrics framework for Transition, measurement & reporting Driving CSAT for Customers and enabling projects to closure actions items against low scoring parameters Tracking, reporting and driving practice level Escalations and enabling projects for closure of the same Driving FMEA exercise to identify risk, enabling projects to device mitigation and contingency plan for the same Show less

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  Microland Limited

  Apr 2015 - Dec 2021

   Ensure centralized governance across all programs in Microland’s Service Management Org with process standardization, audits, contractual compliance & performance Metrics Defined & implemented Mid Management CSAT process, tracking, governance & reporting to Chief Delivery Officer (CDO) Enabling and managing SmartOps platform to govern, analyze & report SLA/KPI, Risks, CSAT, Escalations, Productivity, Margins, audits, SIPs & RCA Design and implementation of Escalation and Risk Management Service Governance – Quarterly/Half Yearly/Annual Business Reviews (QBR/HBR/ABRs) Plan and drive transformations through Lean Six Sigma and Automations. Implemented ISO 20000 service management. Identified new Key performance indicators (KPIs) for processes to measure and improve process performance. Reviewed with internal and external stakeholders on data behavior and patterns through data visualization tools like Power BI. Had driven the CSI process to find new ideas to increase efficiency and reduce cost. Conceptualized on new processes as per business requirement. Conducted FMEA on a process to ensure that control points are built in the process. Enhance processes by making it leaner. Reviewed transition progress and highlighted gaps and record-related risks. Had driven Delivery assessment and Due diligence during the transition. Conduct ISO 20000 and ISO 27001 internal audit as per the requirement specified by the ML audit team. Drive CSAT survey and identify the voice of customer and coordinate with all stakeholders to close the action items. Show less

  • Senior Manager - Operations Excellence (Quality & Transformation)

    Jul 2018 - Dec 2021

  • Manager Quality

    Apr 2015 - Jun 2018
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  Atos

  Dec 2021 - now

  Global Process Head - Continual Improvement