Satyajit Roy

Experience

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  Crompton Greaves

  Jan 1992 - Jan 1994

  Telecom Engineer
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  CMS COMPUTERS Ltd

  May 1995 - Oct 2006

  Regional Manager - CAG

  => Provide consultation on System Integration, IT Consolidation, DR Planning, Information Life Cycle Management.=> Meet all the IT requirements of the customer by positioning the products and technologies, which CMS can supports i.e., Datacenter Technologies, Network Technologies, IT Service Management Processes with Enterprise System Management Tool.=> Responsible to build proper relationship with the customer at various levels.=> Get fully involved to understand the complete technical flow of project in presales period.=> Involve & work closely with technical & support team during presales & order closing.=> Monitor the Project plan submitted regularly to avoid any delay of execution on Project. Show less

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  ABN AMRO

  Jan 2006 - Jan 2007

  Data Center - Project Manager

  As IT Infrastructure / Datacenter Manager in ABN AMRO – Mumbai. I was the Single Point Of Contact for nationwide End User Computing. Manage the remote service team’s daily activities. Some of my key responsibilities were as follows : • Function as the customer’s single point-of-contact for problem identification and resolution • for issues that have been escalated by the team.• Improve usage of IT Support resources and increase productivity of the team.• Communicate with all parties in a constructive manner to guarantee customer expectations are met. • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.• Perform customer follow-up to verify final resolution and determine satisfaction level.• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.• Understand overall service desk objectives, as well as the role and function of each team member.• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.• Assist the remote service team in design and development tasks.• Mentor remote service team during technical escalations.• Drive problem investigations and resolution as required.• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.• Design and maintain process documentation for the remote service team Show less

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  Wipro Technologies

  Jan 2007 - Jan 2008

  Service Delivery Manager

  As Service Delivery Manager – Global Command Center in WIPRO Technology – Bangalore. Global Command Center is a platform to enable provides remote IT Infrastructure support to remote Global customer and completely ITIL based framework. Some of my key responsibilities were as follows :• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.• Improve usage of IT Support resources and increase productivity of the team.• Communicate with all parties in a constructive manner to guarantee customer expectations are met. • Identify areas for improvement and make constructive suggestions for change• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.• Escalate remote service desk issues to the CTO as required.• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. • Business awareness: specific knowledge of the customer and how IT relates to their Business strategy and goals.• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs• Involvement in the design and building of new services.• Conduct performance evaluations and mentor those with less experience. Show less

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  IBM

  Oct 2008 - Aug 2021

  Program Manager

  Providing IT Infrastructure Service Delivery support and RFS program support on Catalogue and Non-Catalogue items. While there are other Strategic relationship as defined by the contract but Project Managers from the India Project Management Community are engaged to provide support on Request for Service Program on Catalogue and Non-Catalogue items like :Server builds - p-Series, Wintel, VMware.Network - PBX upgrade/Installation, New Site connectivity/upgrade.Storage - LUN allocation to existing hosts or new hosts. Dcom of File/Print Server : NAS to replace existing File/Print servers• Resource management to ensure that projects and programs are appropriately staffed to meet project deliverables.• Portfolio management support to balance future and ongoing effort for Corporate IT Midrange Services (server and data storage operations) o Weekly Governance Board for project approval and portfolio prioritization.o Managed a widespread use of standard project management metrics systems (CPI, SPI, and EV) as well as resource capacity and availability metrics.o Monthly program reviews encompassing portfolio, project, and resource management health• Provided project and program management oversight for key IT initiatives including :o Environment Change Management & Program Management Program – Matured an existing change management, project management, portfolio management, and resource management processes and globally institutionalized across the IT organizationo Customer Support Management Program – Provided a consistent end user experience and seamless access to IT services Show less

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  Kyndryl

  Sept 2021 - now

  Associate Director - Program Management