Bhaskar Mitra

Experience

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  Kizen IT Services

  Sept 2005 - Mar 2007

  Customer Support Engineer

  • Delivered timely and effective IT support to 500+ users, managing hardware and software issues, network troubleshooting, and system upgrades.• Assisted in planning and executing IT projects, coordinating with cross-functional teams to meet project milestones.

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  Network Solutions Pvt. Ltd. - An IBM Company

  Mar 2007 - Feb 2015

  IT Team Lead

  • Managed and coordinated incident management process, ensuring timely incident resolution and escalation as per ITIL best practices.• Led cross-functional teams during major incidents, minimizing downtime and restoring services promptly.• Executed post-incident reviews to find out root causes and recommend preventive actions, resulting in a 20% reduction in recurring incidents.

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  Infinite Computer Solutions

  Feb 2015 - Jul 2015

  IT Team Lead

  • IT service delivery with 25 IT specialists.• Implemented quality control processes which resulted in 15% increase in Incident closure rates andreduced customer escalations by 40%.• Contributed to the development of a knowledge base and standard operating procedures, enhancing the service desk's efficiency and effectiveness.

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  IBM

  Jul 2015 - Aug 2021

  IT Operations Project Lead

  • Led, trained a team of 70 L2 and SME resources to support 50K IBM employees.• Migrated 60K IBM to Kyndryl transitioned employees’ systems by installing OS and configuring IDs.• Involved in 5 IBM ThinkDesk setup in India.• Saved INR 48K IBM money by scrutinizing vendor bills.• Administered 20 Change Requests for preventive power maintenance and network devices.• Installed RHEL6.5 in 15K systems within one month.

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  Kyndryl India

  Sept 2021 - now

  IT End User Support Project Lead | Asset Management | AP Print Lead | Network Support

  Customer Service focussed IT Service Delivery Lead with 18+ years of experience leading high-performing teams in delivering exceptional IT services. Proven expertise in ITIL best practices, incident management, change management, asset management, process optimization, customer relationship management, root cause analysis, trend analysis, implementing preventive measures, ensuring minimal disruption to IT services. Adept at driving projects to completion, improving efficiency and ensuring top-notch service quality with high service availability and customer satisfaction. Show less