Santanu Dutta

Experience

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  EEEC - Energy Economy Environment Consultants

  Apr 2011 - Jul 2012

  Electrical Project Engineer

  Project engineer

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  Wipro

  Mar 2014 - Dec 2014

  IT Helpdesk Analyst & Incident coordinator
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  ITC Infotech

  Dec 2014 - Jul 2019

  Information Technology Service Desk & Service Management
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  Wipro

  Nov 2017 - Jul 2019

  IT Operation Manager & Major Incident management coordinator

  • Manage the help desk team and evaluate performance and overall desk activities, including the supervisors. • Ensure customer service is timely and accurate on a daily basis. • Contribute to improving customer support by actively responding to queries and handling complaints.• Follow up with customers to identify areas of improvement.• Develop daily, weekly and monthly reports on support engineer team productivity. • Report to senior managers on any issue that could significantly impact the business.• Take overall responsibility for incident management and request fulfilment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk. • Co-created new process called "Daily Review" meetings. This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion. Show less

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  Capgemini

  Jul 2019 - Aug 2021

  Acting Lead & Incident coordinator

  Acting Lead (Wintel-L2) & Incident coordinatorTo provide high-quality customer service and satisfaction at or above company standards while leading a dynamic and high-performing selling and technical team in sales and service.

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  ValueLabs

  Aug 2021 - now

  Valuelabs is a global technology company focused on Product Development, Data Technology and Digital services. Powered by The Digital Flywheel™, we provide end-to-end solutions in the fields of Customer Experience, Data & Analytics, Product Development and Automation.

  • Information Technology Process Manager

    Apr 2023 - now

  • Team Lead

    Aug 2021 - now