Sabuj Banerjee

Experience

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  EXL Services

  Dec 2004 - Dec 2005

  Associate

  Project: For one of the largest motor and home insurance companies in the USRole:; -Command Center (Workforce Management and MIS)Responsibilities: Work Force Management Forecasting Scheduling Staffing Analysis Break ManagementMonitoring Agents ActivityGenerating all the client reports for the international client and for the companyTaking care of the SOX (Sarbanes - Oxley) Compliance as it this was a client requirement.

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  Synechron Technologies Pvt. Ltd

  Jan 2006 - Jan 2014

  IT Availability Management, Business Intelligence Reporting and Customer Care Reporting (Decision Support System) for a leading specialty insurance company in USA; Managing 3 Reporting and Analysis process which are IT Availability Management, Business Intelligence Reporting and Customer Care Reporting.Preparing CIRT Roll Ups for the Critical Incidents. Monitoring, measuring, analyzing and reporting service and component availability. Unavailability analysis for apps and services.Use proactive activities to ensure agreed level of availability Designing and reporting templates for availability reporting.Identify Base products and components which constitute the Services provided under different verticals.Create Failed Component Impact Analysis.Guide and manage the team on a daily basis in order to achieve pre- defined SLA's for the entire task.Participation in Data Warehouse building for the same process.Designing of the high level system architecture for the same.Have been a proud part of the availability working group for the client with senior most resources from client side participate on a weekly basis. Develop a feedback loop between the NOC/Problem Management and Availability Management to ensure continuous improvement.Adding value by simplifying and standardizing key operational processes to improve stability, facilitating the operations team with tools, templates and data logging guideline to improve productivity, operational efficiency and generate key metrics for process performance measurement and improvement.Defining key performance indicators and metrics to measure process performance.Design executive dashboard for Incident and Problem management process performance review.Recently traveled to USA for gathering requirements and design strategies to identify Leading Indicators for Availability for different IT Operations across the organization. Show less Project: IT Availability Management, Performance and Capacity Management, Business Intelligence Reporting and Customer Care Reporting for a leading specialty insurance company in USA; Performed the role of leading the Performance and Capacity Management process. Driven the team to assess and implement the various activities like predicting future requirements and trends, budgeting, planning and implementing upgrades, seeking ways to improve service performance optimizing the performance of a service.Collecting the information from various Monitoring tools like Nagios, PRTG into PCM database for reporting and analysis.Maintain standard Performance & Capacity tool for all in-scope Servers. Ensure that the latest performance data is available. Raise a problem record, when the performance data is not available. Rerun request and other remedial actions.Design roadmap for implementation of process improvements.Provide a standard monthly Performance & Capacity report that includes a RAG (Red/Amber/Green) analysis of key performance metrics against thresholds.Monitor performance KPI's on a daily basis and manage performance issues for designated servers.Defining key performance indicators and metrics to measure process performance.Analyze impact of performance problems, or alert/threshold breaches, and recommend appropriate action.Make recommendations for additional system capacity based on customers predicted future business requirements.Provide trend analysis above and beyond that of the standard P&C tool for CPU utilization and Disk Performance for critical servers.Design sustenance model for process improvement with associated metrics and measurements.Design and present Dashboards and Scorecards on Claims, Work Force and Supply Chain Activities. Show less Project: IT Availability Management, Business Intelligence Reporting for a leading specialty insurance company in USA Role: Lead - OperationsPublish daily, weekly and monthly reports for the various programs for 18 different clients.Lead the 2 reporting and analysis team which are IT Availability Management Reporting, Business Intelligence Reporting.In IT Availability Management reporting, participated in the Remote Transition and successfully migrated the process.IT Availability Management reporting is process in which we track all the different aspects of Critical Incidents of Applications/Services across the organization.Ensure tracking of Root Cause, Analysis of Actual Impact versus Actual Downtime of the application, Participating in the parallel designing of the Data mart for the Service Quality Metrics. Participation in Operational Readiness and Change Management initiatives. Show less Project: Business Intelligence Reporting for a leading specialty insurance company in USA; Ensures tracking of all the metrics related Productivity and Line of Business.Closely work with Client Representative to identify the requirement of clients for a report and in turn implementing those successfully.Working as a liaison between Client Tech and IT Reporting providing them with all the information helpful for designing reports.Participate in Automation of the reports using Crystal Reports, SQL Server.Producing and publish reports containing all the key metrics for call center, claims processing, shipments data that directly go to the clients. Show less

  • Manager IT Operations

    Jan 2011 - Jan 2014

  • Asst. Manager

    Jan 2008 - Dec 2010

  • Lead Operations

    Jul 2006 - Dec 2008

  • Sr. Associate

    Jan 2006 - Jul 2006
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  CSC

  Jan 2014 - Sept 2016

  Sr. Professional - Service Delivery Coordinator
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  JPMorganChase

  Sept 2016 - now

  Vice President Technology