Sumanto Ghose

Experience

• 

  IBM

  Jul 2005 - Apr 2006

  Technical Support Specialist

  Specialist in Technical Support. IBM, India, Gurgaon, Haryana Technical support for hardware and software of HP All-in-One printers. Preparing detail reports and providing assistance to the supporting tools and operating systems. Provided excellent presentations and soft skills with expertise in HP All-in-One printers and related products within specific timeframe.

• 

  HSBC

  Jun 2006 - now

  Manager Operations, HSBC IT Operations Offshore. HSBC-HDPI, India, Kolkata, West BengalManaging the regional service desks for Europe, Asia Pacific, Middle-East and North America and responsible for driving performance against agreed Service Level Agreements. Participate in the development of the group-wide help desk policy and implement this policy locally and globally. Assure timely response to end user solutions regarding supported systems and software by optimizing service desk processes and using a technically trained staff of service oriented individuals who can execute processes to solve problems. Implement relevant compliance monitoring, documentation and training. Ensure regular support and appraisals are provided to all staffs including Assistant Managers. Work more closely with Business Area onshore and endorse continuous improvement to garner high class support service to our users across globe. Look into migration possibilities to optimize resource and increase business. Following are some of the responsibilities handled regularly:IT Service Desk OperationsProcess Re-engineering with ITIL frameworkService Level Management and IT GovernanceRisk ManagementIncident and Change ManagementRelease and Deployment ManagementProject ManagementPerformance ManagementBusiness Continuity PlanningDisaster Recovery Show less Assistant Manager, INM and Middle East IT Service Desk. HSBC-HDPI, India, Kolkata, West BengalManaging one of the most difficult IT Service Desk team in HSBC IT Operations owing to its non standard nature. The desk caters to all technical issues of users spanning in Pan-India and Middle East. Responsibility has been given to ensure that the two regions are standardized and migration of business mergers of the two regions with Asia Pacific. The desks have already taken great strides in aligning the processes and automating tasks where ever possible. I am also currently involved with higher management and business area for further mergers of business and resource optimization. Show less Assistant Manager, Global Helpdesk Lotus Notes and HTSE IT Service Desk. HSBC-HDPI, India, Kolkata, West BengalManaging the Global queue (based on SSO) for Lotus Notes and a team of dedicated and highly skilled analysts specialized in supporting Lotus Notes issues across Asia, Europe, Middle East and North America in HSBC. Functions performed as Assistant Manager:Managing and supervising the team which includes maintaining and improving performance documents of the analysts.Handling the Global queue for Lotus Notes.Liasoning with business area preparing monthly operations review.Prepare personal development plans for team members.Deliver one-to-one sessions and team meetings.Handling performance document and ratings.Handling other administrative tasks pertaining to the team.Sustain a congenial environment for working.Bridging between Incident and Knowledge Management.I have won awards for running the best led team in Q4 2010 and Q1 2011. Initiated working on a Six Sigma Green Belt project titled One Source Solution. This is a quality initiative to automate the present system with respect to quality control. Projected hard savings of over 55,000 US dollars this project is anticipated at standardizing quality control across various regions of Middle East, Europe, Asia Pacific and North America. Currently with the development team in GLTi. Launched a standard Performance Stack for entire IT Operations in India. Further, Globalised Canvas for monitoring live status of Service Levels and operator activity on calls. Improved the Staff Rostering technique based on forecasting. Globalised and Automated Staff Roster by implementing forecasting through Erlang C. Created a 360 degree Feedback system in Lotus Notes titled One Observation Database. This is used by all regions and by both frontline and secondline support. Show less CWD Analyst. HSBC-HDPI, India, Kolkata, West Bengal Administration of several servers including Domino Servers and troubleshooting incase of break down. Providing technical assistance to HSBC employees in relation to Computer Hardware, Several operating software, Networking (HSBC Intranet), Cisco VPN for HSBC, Preparing Day End Reports and so on. Maintenance and analysis of idle codes for all employees in the process. Providing creative assistance to the process in the fields of advertising. Assisting Corporate Communications Team in their selective and significant projects. Active participation in all major creative projects of various departments and the IT Operations Group as a whole. Show less

  • Qlik Manager

    Oct 2021 - now

  • Technical Services Manager

    Feb 2018 - Dec 2021

  • Manager Operations

    Jan 2013 - Dec 2021

  • Assistant Manager

    Nov 2012 - Jan 2013

  • Assistant Manager

    Aug 2012 - Nov 2012

  • Assistant Manager

    Jun 2010 - Aug 2012

  • Quality Lead

    Jun 2008 - Jun 2010

  • IT Analyst

    Jun 2006 - Jun 2008