sanjib bhattacharya

program manager- eus

About

13.5 Years hands on experience in IT Service Delivery & Operations for on Site / Floor Support & Remote Support Services along with Stake Holder Management. Experienced in designing and implementation of IT strategies, process & policies with best practices focusing on the organizational objectives and its effectiveness within ITIL framework. Functional Good Communication skill, ability to understand and explain problems and solutions, ability to push users or customers to work towards customer satisfaction (CSAT) report / score sheet and participate in UAT (User Acceptance Testing) whenever possible to ensure all the possible production support scenarios are reviewed and tested prior to the deployment.

Country

india

City

hyderābād

Industry

information technology and services

Skill

team management, team building, business strategy, management, project management, strategic planning, financial reporting, project planning, itil, vendor management, service delivery, business intelligence, management consulting, business analysis, it service management, it operations, technical support, mis

Experience

program manager- eus

lead it infrastructure and support services

al faraa construction and industrial group

2008-10 - 2012-8 · 3 yrs 11 mos

* IT support services for Facility Management, Service Desk and Incident Management to the client (for L1 and L2).Maintained quality of services by enforcing quality customer service standards * analyzing and resolving quality and customer service problems * identifying trends * recommending system improvements.

assistant manager - it infrastructure and delivery

technosoft corporation

2012-9 - 2014-4 · 1 yr 8 mos

* Provided operational level IT Infrastructure Support and Services which includes Network and communications (Voice), Security, Backup and Recovery and other regulatory compliances. * Managed foreign clients and Team Leads. * Acted as a SPOC (Single Point of Contact as per SOP) with various Business Units, Stake Holders and End Users for cross-functional projects at the enterprise level, so that all communications \reporting \ escalations procedures are correctly followed. * Oversee the operational level Support for Service Desk, Incident Management and in IT infrastructure as per ITIL framework.

project lead

wipro technologies

2014-4 - Present · 12 yrs 6 mos

Managing Infrastructure Project Operations and its delivery, IT Operations for on Site & Remote Support Services and IT Service Management (ITSM) within ITIL framework on 24/7 basis. Oversee the effective Process Improvement, Streamlining and Service Quality control with SLA Management in adherence with customer’s requirement.