Sujoy Guha

Experience

• 

  Globsyn Technologies

  Dec 2002 - Mar 2004

  Associate Consultant

  Data churning, Data mining, data set extraction from the product manuals and the OEM websites, analyze them and upload it back to the client database. WBS, Quality control, resolving customer queries within stipulated TAT, facilitating CSAT, on-the-job training.

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  IBM India Pvt. Ltd.

  Sept 2005 - Mar 2020

   Managing integrated, multi-track programs of multiple projects. Leading the development and tracking of integrated project plans. Adapting and applying best practices to meet overall project and program objectives and business drivers. Identifying opportunities for improvement in the professional services team to increase efficiencies streamline processes and enhance customer success (e.g., assistance in the periodic evaluation and redesign of our service offerings). Developing & leading Process design/Process re engineering initiatives, guiding teams across various LOB’s for cost effectiveness service delivery & operational excellence. Planned & coordinated projects to ensure that goals and objectives are accomplished with high quality, within time frames & budget, and meet/exceeds customer needs. Served as a change agent and assisted in solving complex problems facilitating performance improvement. Supporting requests, incidents and problems. Managed and coordinated complicated support issues. Acted as escalation point for all requests and incidents. Coaching & mentoring team members to manage business/process migration right from the stage of basic operations till the "Business As Usual" stage. Show less  Managing the operational aspects of IT services, meeting service levels and driving process excellence. Ensuring a project is executed as per client requirements and continuously strives to improve on various quality measures and LEAN GDF (Global Delivery Framework) methodologies. Daily, Weekly and Monthly review of Incident & Problem tickets, doing trend-analysis and working with respective domains towards a resolution, work-around & permanent fix. Ensured proper controls and processes are in place and adhered to, in order to facilitate the on-going programs in line with best-practice ITIL methodologies. Establish and implement Business process best practices to map, measure, manage and improve processes by developing key metrics and measures for business management tracking. Established and maintained professional business relationships with colleagues and service partners. Created a ‘customer focused’ performance culture within the team. Show less  Working along with the Management team, identifying business needs and goals and key strategic initiatives for the year. Successfully managing multiple/simultaneous implementations by continually motivating clients, ensuring project timelines are met, and client issues are addressed Escalating issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early. Track, assess and communicate client and project goals, plans, issues, key milestones, timelines, action items, metrics and budgets, prior, during and subsequent to implementation Show less  Troubleshooting remote fixes and installation which could not be fixed at helpdesk level and replicating customer environments and network problems as needed to provide resolution.  Serving as the customer advocate for timely resolution of issues and for problem reproduction and escalation.  Point of contact for high priority / sensitive customer issues, ensuring prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem solving approach. Resolving complex customer cases successfully, and documenting the most complex customer problems for further escalations. Show less

  • Manager Information Security

    Apr 2012 - Mar 2020

  • Assistant Manager - Operations

    Nov 2009 - Apr 2012

  • SME - Operations

    Oct 2008 - Nov 2009

  • Senior Specialist – Tech Support

    Oct 2006 - Oct 2008

  • Specialist – Tech Support

    Sept 2005 - Oct 2006
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  Kyndryl

  Mar 2020 - now

  Manager - Information Security

  • Provide information security threat and vulnerability management for the client • Serve as a focal in responding to information security high priority incidents and perform initial diagnostics/forensics in co-ordination with Security Operations Team • Assume responsibility for managing security infrastructure including IDS, firewall, proxy and AV • Execute critical risk and business impact assessments and recovery management plans • Evaluate and recommend new and emerging security solutions and best practices • Participated in two security audits conducted by the client and 3rd party auditors and successfully gained positive results Show less