Biswajit Prasad

Experience

• 

  Infosys

  May 2007 - Jul 2008

  Senior Process Executive
• 

  IBM

  Jul 2008 - Jul 2016

  Managed and transformed multiple cross-functional agile development projects from waterfall model with teams varying in size from 10 to 30 people involving the budget of $ 4+ Million budget. Lead Team to managed application development for sales enablement and IBM Services. Notable Accomplishments:• Managed the development, operations, and quality of multi-million-dollar initiative.• Facilitated communication across multiple teams.• Developed a global team of agile squad (BA, IM, Dev, Test) in India, Slovakia and Costa Rica.• Increased efficiency of development group by 25% through functional organizational structure that allowed for responsive shift of experts to meet business needs.• Decreased the amount of trouble tickets by 90% using new quality and development procedures.• Increased project success through improved agile practices, workflow and improved ownership across the teams.• Improved consistency and standardization across the sub-domain through workshop and implementation of a common funnel and roadmap.• Improved the overall quality of the projects by process improvement and adoption of Test-Driven Development.• Successfully able to mentor and supervise Project Managers and leads to ensure timely and cost-effective development of system and services that support business Objectives. Show less Managed end to end technical support team for cross-brand solutions with team size of 30+ Support engineers and collaborated with global technical support experts, business and finance leads, global services delivery teams, IT Developer and product development teams to implement innovative solutions.Notable Accomplishments:• Managed worldwide technical support teams for complex solution’s.• Created client satisfaction and financial success criteria, monitoring results and leading executive reviews ensuring support strategy execution met client expectation and business financial objectives.• Reduced time to resolution on critical client impacting support events by overseeing action plans and engaging technical experts.• Hired, trained, and developed highly effective customer support team that consistently exceeded 97% customer satisfaction ratings.• Reviewed performance of team and conducted 1:1 coaching with team leads and front-line employees. Monitored individual performance and delivered timely and constructive feedback to team members.• Managed Hiring of the account Planned, Forecasted and Hired support engineers on time to ensure there were no gaps in required headcount.• Contributed as a Pool Manager for the entire account and was responsible in implementing continuous improvement initiative in daily operations. Show less • Successfully managed a team of 25 Engineers as a Team lead to perform exceptionally well on all operational metrics.• Monitored employee performance and performed required appraisals.• Managed support cases and resolved all issues, evaluated resolution provided to confirm compliance with necessary guidelines• Facilitated quality and change management processes; identify customer needs and key drivers to reach customer satisfaction• Pivotal in keeping high team motivation levels by conducting team building activities.• Clients interactions on a weekly basis and discuss the performance of the group, program and update the agents as and when required.• Creating reports based on Quality data and C-Sat data. Also was responsible for making pivot table, Pareto charts, comment analysis, root cause analysis. • Making Action Plans for outliers and training them to improve technical/customer handling skills. • Participate in preventive and corrective actions.• Assisting the New Team members to learn the process.• Representing the desk on the client calls.• Handle escalation both Internal/External. Show less

  • Engineering Manager(First Line Leader) of IBM CIO Services & IT Domain

    Jun 2014 - Jul 2016

  • Manager (First Line Manager)-Support Engineering

    Jul 2012 - Jul 2014

  • Technical Team leader

    Jul 2008 - Jul 2012
• 

  IBM India Private Limited

  Jan 2016 - now

  Senior Engineering Manager (Tribe Leader)-IBM CIO Services & ITManaged, directly and indirectly, 50+ personnel (Software Developers, Software Testers, Business Analyst, Architects, Application support specialist and Project Managers) accountable for the Software/application development for key transformation initiatives and support the ongoing maintenance and implementation of projects for IBM Services Organization supporting 60% of IBM revenue. Challenged to improve responsiveness and ROI of efforts, increase quality of work as defined by quicker development times and fewer software defects, and integrate disparate technologies arising from recent company acquisition.Developed and managed $12M budget. Aligned IT team with business units to develop business expertise and improve quality and responsiveness in support of major transformation initiativ Show less

  • Senior Manager(Tribe Leader)-IBM CIO Quote to Cash

    Feb 2022 - now

  • Senior Engineering Manager(Tribe Leader)-IBM CIO Services & IT

    Jan 2016 - Feb 2022