Anirban Bagchi

Experience

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  Convergys

  Aug 2004 - Oct 2007

  Technical Lead

  Analyzing Real Time Adherence & updating IEX with correct exception code.Taking Care of POSE, FCR, Case to call ratio, Productivity & AHT.Working on Various Tools like IEX, CMS etc.

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  Orange Business Services

  Oct 2007 - May 2010

  Customer Service Analyst

  Responsible for generating and presenting monthly Customer Reports including Availability reports, Outage Reports, Traffic Reports and Service Level Reports.Preparing Root Cause Analysis for the Clients for major outages in the network.Preparing questionnaire for recruitment team to analyze the analytical and logical skills. To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels, compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trend analysis. Show less

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  Wipro

  Jun 2010 - Aug 2013

  Site Lead

  Responsible for process implementation for large accounts and ensure compliance process.Maintain ownership, management, and communication of the Service Catalog and prevailing Service Level Agreements.Ensure that quality is used as a tool to improve customer satisfaction and enhance on time service delivery.Point of contact for escalation at the Managerial Level.Conducting Weekly / Monthly Review meetings with the client.Coordinating with the EXL and Client Change Management teams for the fortnightly Change Management meetings. Show less

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  Hewlett Packard Enterprise

  Aug 2013 - Sept 2016

  Knowledge Management and Business Applications Domain Lead

  Accountable for resolution of all technical operational and delivery issues relating to assigned processes in a 24*7 environment with a support profile of around 120 intranet applications and network connectivity, with a user base of 3000 spread globally (Europe / US / Asia Pacific and India). ; * Primarily concerned with the day to day operational management in encompassing SLA adherence, procedures and communication for Business Applications Support / Technical Service Desk and CAD Infra & SW support along with quality, customer satisfaction measures and improvement plans. ; * Sharing KPI / SLA reports based on deep analysis with improvement plans with the Management (Client & Internal) to create a transparency of situations being handled in daily operations. ; * Strict adherence to Compliance policies by doing daily audits of tickets and taking appropriate actions on the analysis for the team. ; * Detailed analysis of incidents to ascertain problem management cases to be worked upon as per ITIL framework. ; * Responsible for SOW Updates during contract renewals / up-gradation of the existing account along with other accounts in the region for any new up-selling for new projects. Show less

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  Goods and Services Tax Network

  Oct 2016 - now

  Assistant Vice President - Technical Helpdesk & Contact Center

  Currently working as an Assistant Vice President with more than 15 years of rich experience in the areas of People & IT Performance Management, Contact Center Management, Compliance Management, Project Delivery, Vendor Relationship Management & Training. A proactive leader having an expertise in formulating & implementing policy & procedures, defining monitoring, Surveillance & testing framework assessing emerging risks & data analysis. Deadline driven and an effective communicator with an exceptional stakeholder relationship management in a challenging environment, I strongly believe in driving compliant, ethical & high integrity mindset. Hiring, Performance Management, Employee engagement, coaching and counseling employees in line with the HR policy etc. has formed an integral part of the job as a people manager. I am ITIL and PRINCE2 (Foundation & Practitioner) certified and using those skills for enhancing the different project modules of GST system. Show less