Souvik Banerjee
READING
Summary
- Holding ICT Migrant Tier 2 visa until Aug 2026.
- Results-focused IT professional with strength in Programe Management/Service Delivery Management, handling business deliverables, stake holder management, project management, identification of new business opportunities with revenue and cost calculations (revenue management). Proactive leader/manager with strengths in communication, collaboration, transformation and Transition with multiple domain's experience.
- Proficient in leveraging ITSM and deployment knowledge to promote business continuity. Experience of overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects. Solid understanding of programme management and project management tools along with usage of Agile methodology.
Overview
18
18
years of professional experience
Work History
PROGRAM MANAGER/SDM
Tata Consultancy Services
Reading
10.2015 - Current
- Oversaw program compliance with requirements, schedule and budget.
- Responsible for end to end service delivery of project(along with all parameters and factors).
- Responsible to manage stakeholders in multiple layers and to generate revenue in existing business or new business opportunities.
- Developed proposals to deliver value, meet product requirements and provide path for future development.
- Analysis of risk associated with deliverables and implementation of proactive approach to encounter the same. Planning and maintaining cost under multiple cost buckets i.e. resource cost, infrastructure cost, access related cost etc.
- Understanding of new business contract and SOW and defining KPIs of assignments based on contract and SOW. Planning of resourcing and alignment of resources as per roles and responsibilities
- Collaborated with functional managers to develop program resource plans and assign program resources.
- Analyzed operational performance and implemented plans to achieve organizational and financial goals. Identifying new business opportunities(offerings).
- Facilitated deployment of service delivery by supporting ITSM team with key client insight throughout opportunity assessment and proposal phases.
- Drive process transformation with robotic process automation.
- Experience to handle ITSM – Major incident management, change management, Problem management, Release management and deployments in application side
ASSISTANT MANAGER - SERVICE QUALITY
WNS Global Services
Gurgaon
03.2014 - 06.2015
- Identify gap in the process and implement process improvement mechanism to bridge the gap.
- Designing, planning, execution and analysis of the process quality.
- Handling team member's and client's queries through E-Mail, phone, etc.
- Identifying “Six sigma and Lean process improvement projects” in the business process through metrics review. Drive Six sigma projects by using DMAIC methodology tools and lean tools.
- Identifying new business opportunities.
QUALITY CONTROL TEAM LEADER
MPS Ltd. (A Macmillan Company)
Gurgaon, Haryana
06.2006 - 02.2014
- Handling Strategic and Transactional quality for different processes.
- Allocating daily work within the team members and ensuring complete work on time.
- Handling team member's and client's queries through E-Mail, phone, etc.
- Analyzing various data and organizing feedback sessions.
- Conducting Calibration Sessions of processing team.
- Developing various reports like Intake, Accuracy, Productivity, TAT report, etc. for management reporting purpose.
Education
PGDBM - Finance & Marketing
Management Ed. & Research Institute - New Delhi
Commerce And Business Administration
City College of Commerce & Business Administration
Kolkata | B.Com. (Commerce)06.2003
Six Sigma Green Belt Certified
Indian Statistical Institute And TCS Ltd.
New Delhi | Lean Six Sigma (LSS)Business Requirement Documentation
Tata Consultancy Services Ltd.
Kolkata | Business AnalystISO 9001:2008 And 27001 Certified
WNS Global Services
Gurgaon | ISO 9001:2008 And 27001 CertifiedSkills
- Active Negotiation Skills and Accountability
- Programme Management
- Revenue/Budget/Cost Management
- Stakeholder Management
- Service Delivery Management
- Agile methodology in Business,project and service management
- Identification of new business opportunities
- Project Management tools - Azure DevOps, Gantt Charts, Kanban Board, Confluence, JIRA, To do List, Project documentation, Work breakdown structure etc Burning report(applicable for red projects)
- ITSM – Major Incident Management, Release Management, Change Management, Problem Management
- ITSM Tools - Service now, JIRA, Cherwell, HIT, RSA, Microsoft Teams, Windows OS, Citrix/VDI Application deployments
- Domain experience – Utility, Retail, BFSI, Telecom, Market Research and Publishing
- Operations Management Transformation & RPA/Six Sigma Projects
- Service Quality Management
- SOW, Resourcing, Process Improvements, Escalations Handling, costing, Automation
- Six Sigma projects
Timeline
PROGRAM MANAGER/SDM
Tata Consultancy Services
10.2015 - Current
ASSISTANT MANAGER - SERVICE QUALITY
WNS Global Services
03.2014 - 06.2015
QUALITY CONTROL TEAM LEADER
MPS Ltd. (A Macmillan Company)
06.2006 - 02.2014
PGDBM - Finance & Marketing
Management Ed. & Research Institute - New Delhi
Commerce And Business Administration
City College of Commerce & Business Administration
Six Sigma Green Belt Certified
Indian Statistical Institute And TCS Ltd.
Business Requirement Documentation
Tata Consultancy Services Ltd.
ISO 9001:2008 And 27001 Certified
WNS Global Services
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