Jayati Chakraborty

Experience

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  Wipro

  Jun 2004 - Mar 2006

  Technical Support Analyst

  Attending to Hardware technical issues with Dell Desktop Systems for Dell Hardware Technical Support and British Petroleum

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  Amdocs

  Apr 2006 - Nov 2016

  • BI Expert: Leading the BI Tool initiative across Amdocs. Leading the # 1 BI tool in Amdocs for a population of over 6000 employees.• ITIL Process Implementation: Leading the implementation of ITIL processes of Incident Management, Problem Management, Change Management, Service Request Management and Knowledge Management in Amdocs through an ITSM tool called UTS, which is a customized version of BMC ITSM suite.• Business Analysis: Leading a team of Remedy Business Analysts engaged in requirements elicitation and system designing of UTS tool as per ITIL and customer requirements.• Onboarding Manager: Working as an onboarding manager for implementing UTS in Amdocs Customer accounts..• Customer Delivery Management: Managing the delivery of customization to different UTS modules for Amdocs Managed services division and their end customers. Show less Managing teams for North America and Europe for the following teams:Incident managementProblem ManagementChange ManagementInterface/Third party vendor managementCrisis/ Outage ManagementKnowledge ManagementManage a team of Technical Operations Lead’s/SSME’s/SME’s that are responsible for investigation of defects/tickets/work orders raised by clients to ensure these tickets are assigned to the correct application team for a resolution or provide a resolution if possible through investigationDevise/suggest project improvements and make changes to established SOP’s and documentationEnsure co-ordination between functions – Service Desk, Production Support, Script Support, Tier 2.5, Shift Management, COM and Development teamsSupporting continuous improvement initiatives to ensure high levels of customer satisfaction.Reviewing productivity and error trend analysis and taking necessary actions to ensure fulfillment of the objectives of the process / the team.Maximizing profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer/Application team Show less Developing and maintaining the incident management system Driving, developing, managing and maintaining the major incident process and associated procedures Evaluate and address the customization requests in clarify from Business viewpoint. Assess impacts due to changes. Understand the requirement and work with Clarify developers to design the forms. Participate in the scoping process and help in finalizing the CRs going in for every release.Effective Management of Customer Relation Operations and ensuring maximum Customer Satisfaction and business excellence. Providing assistance in devising and effectuating customer delight programs.Leading, training & monitoring the performance of teams to ensure efficiency in, operations and meeting of individual & group targets. Show less

  • Business Analyst/ Group Leader

    Feb 2015 - Nov 2016

  • Group Lead

    Oct 2010 - Feb 2015

  • Team Lead

    Jan 2009 - Sept 2010

  • Senior Subject Matter Expert

    Jul 2007 - Dec 2008

  • Subject Matter Expert

    Apr 2006 - Jun 2007
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  FIGmd, Inc.

  Jun 2017 - Apr 2019

  Operations Manager - ETL

  Managing a team of 110+ ETL developers in Healthcare DomainPlaying the role of a Program Manager/ETL Consultant/Operations Manager and responsible for designing the ETL Strategy & operation road map of the Project. Driving BI initiatives across streams leveraging ETL mechanism.Responsible for E2E Project Management from Practice/Provider On-boarding to Inlife Maintenance.Accountable for improving data quality and data yield of US health care providers and patient data by statistical analysis to detect anomalies and contradictions using various statistical methods and applications to ensure validity, accuracy and consistency of patient data across providers and practices.Liaising with mapping & EHR vendor team for data exploration, driving mapping correction to remove data abnormalities.Accountable for successful on-boarding of US healthcare providers, hospitals and big groups. Ensuring governance across ETL of patient data for annual CMS MIPS submission. Show less

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  Toll Group

  May 2019 - Mar 2021

  Utility Manager

  Responsible for designing and implementing the processes globally, keeping in mind the changing ecosystem along with various stakeholders.Take care of the inventory and maintanance of global Utilities ensuring the right protocols are in place.Ownership of the transition projects from onshore to offshore and manage the projects with 100% ownership.Plan the short term and long term projects right from initiation to closure. Implement the necessary controls in place to measure the success of the project within the agreed timelines. Show less

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  InfoCepts

  Apr 2021 - Aug 2022

  Manager- Core delivery