Sujoy Bhattacharjee

Experience

• 

  HSBC Data Processing Pvt. Ltd

  Aug 2006 - Aug 2017

  On boarding batches for new joiners by actively taking part in the hiring process and candidate selection.• Complete responsibility of the performance and behavior management of the new joiner during the training program extending till the learning curve.• Working with different stakeholders to migrate new services for the help desk and understanding the help desk impact.• Work with service desk managers to manage critical situations with high call flows by analyzing the root cause and contacting the vendor immediately.• Analyzing the incident log on a monthly basis to identify scope of improvement.• Maintaining the Known Error Database (KEDB) for the service desk. Oversee training pipeline requirement.• Enthusiasm for new technologies and change.• Strengthen relationship and improve customer focused by driving rigor around Quality Assurance, Knowledge Management, and Bottom Quartile Management. Show less Managed a team of a total of 30 people with technical support/troubleshooting and user workstation and application configuration.• Maintained the team stack ranking matrix which was an affective feed for performance management.• Creating team roster after analyzing the call flow on a daily basis.• Maintaining service level at consistent level by developing, managing operational standards.• I was involved in checking all help desk operations so as to give better services to customers.• Participated on all the senior management meetings, put forward suggestions on the improvement, changes and trends.• Governed the service improvement process and ensured the adequate efforts are taken towards call reduction and streamlining processes for a better customer experience.• I was engaged in constant monitoring of trends and changes to improve the customer satisfaction levels using latest methodologies.• Overall governance of the training program both for the new joiner as well as the existing analyst on the basis on TNI to make them work as a unit making them fit for purpose• . Participating in ongoing meetings & reviews with the Business Partners on performance, scope of work and structured improvement plans Show less • Processed support requests weekly for technical assistance on wide range of issues related to Software• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Monitored systems in operation and input commands to troubleshoot areas Lotus Notes and general System queries• Analyzed different issues to identify troubleshooting methods needed for quick remediation.• Helped streamline repair processes and update procedures for support action consistency.• Collaborated with supervisors to escalate and address customer inquiries or technical issues.• Submitted service tickets for equipment maintenance requests.• Maintained and updated Global Service Desk customer service database. Show less

  • Sr Knowledge Analyst

    Jun 2014 - Aug 2017

  • Technical Lead Leader in the Lotus Notes front line support

    Aug 2009 - Jun 2014

  • Senior Service Desk Analyst

    Aug 2006 - Aug 2009
• 

  HSBC Software Development Pvt Ltd

  Aug 2017 - now

  Supporting Service Continuity Non-Functional Requirement (NFRs) as part of service onboarding process.Managing complex project scenarios and first level escalations.Conducting governance checks for ACTIVE services of multiple regions.Leading IBMi / Data Centre Loss Role swap co-ordination for multiple regions.Supporting PMs & IT Service Owners of all major regions Globally across multiple lines of business within HSBC on service resilience (continuity) queries.Chairing meetings with PMs/ITSOs/Project Teams in relation to NFR process and procedures. Understand and execute Service Resilience policies and procedures in accordance to FIM requirements.Proposing and leading ideas for process improvement and/or automation. Participate in UAT testing for changes in Service Continuity and Testing Tracker (SCOTT) system. Show less • Possesses experience and knowledge of change management principles and methodologies.• Continually monitor/analyze change quality performance trends, investigating underlying root cause and identifying emerging threats and opportunities.• Provide consultation/guidance to technology teams on all matters related to change policies and best practices.• Maintain forward schedule if major change activities for effective prioritization, concentration and conflict management.• Operate Watchlist, risk-based auditing and quality sampling of change.• Operate Service Protection measures.• Create Change Management MI for executive consumption.• Have worked upon Devops Change module and have fair understanding of Devops and Agile framework.• Ensuring to mitigate the risk by assisting the Change Owners to have the right Controls in place in the change order. Show less

  • Senior Data Centre and Service Resilience Specialist

    Dec 2023 - now

  • Senior Change Manager

    Aug 2021 - Dec 2023

  • Change Manager

    Aug 2017 - Jul 2021