ABHISEK BANERJEE Mobile: +919051972798 Email: banerjeeabhisek32@gmail.

com

Address: 5 Rakhal Das Kar Lane, Ariadaha, Kolkata - 700057, India

OBJECTIVE
A Strategic Leadership Role in Service Operations where my ability to persuade and promote will substantially increase revenues; my skills in
conceptualizing and initiating will develop the business and provide sustained growth by delivering improved direction, new and improved
markets, and channels; and my strengths in managing, motivating, coordinating and communicating will leads to organizational efficiency and
strategic implementation.

SUMMARY OF QUALIFICATIONS
 Overall 8 years of experience as a responsible and energetic executive initiating new plans, providing out-of-the-box ideas, and correct the
failing projects achieved through extensive technical and managerial capabilities.
 Managed IT procurement support, Website development and migration teams and technical support teams in operational processes,
QA/QC responsibilities along with budgeting, responsible for planning and forecasting. A focused problem-solver whose broad technical
knowledge in processing and organizational aptitude generate practical and cost-effective solutions.
 Led organizations to Implement new & Improved capabilities; effectively established new and upgraded processes; solved key problems to
generate higher revenue per person; substantially reduced recurring costs and effectively built business partnerships. A system-minded
professional whose attention to opportunities, relationships, and consequences are the main motivating factors.

PROFESSIONAL EXPERIENCE
Tata Consultancy Services Ltd - Kolkata, India
Jan 2018 - Present
(I) IT Service Management, Business Analyst & Scrum Master: Directly responsible for the functions of strategic planning in information
technology and business development while reporting to the senior management team. Creating and Implementing the Process flow of IT
Service Management, Problem Management, and Procurement Automation Strategy using Service Now platform. Managed Tech-ops network
Team related to construction site Issues, router status check and troubleshoot issues, allotment of UK site engineers, daily morning network
outage updates across 37 UK, US and Dubai sites, and good experience in Service Now platform. Arranging Billing and Payments. In Covid19
Pandemic swift arrangement of Procurement delivery before the time frame of a delivery cycle achieved the highest satisfactory ratings from the
client across TCS Projects. Managed the whole project deliverable as a Scrum Master/Business Analyst for the London Stock Exchange Process
supporting site development & migration.Good Exposure in Jira, Service Now, Kanban & Knowledge Management(Confluence).

Sep 2016 - Dec 2017

(ii) Senior Process Associate – Process Transitions and Delegated Team lead: Responsible for Completing the Process Transition of new
business process services operations and international expansion. Utilization of technology to find out the tools and processes to complete the
transition in less budget and reducing the cost of International Travel. Successfully Completed the transitions of 3 complex processes at a less
operational cost which increased revenue of multiple TCS Projects. Handled Customer Complaints, escalations, and feedback to manage the
critical situation of business challenges and clientrelationships.
Jan 2015 - Aug 2016
(iii) Subject Matter Expert – Operations and Management: Led and manage queue volume distribution in Servicing & Claim Processes.
Responsible to set performance Targets for the Team Players, maintain QC, Preparing Process SOPs, Macro maps, and all Critical Sign Off
Documents. Analyze the Complex situations of the Delivery Cycle Increase, scrutinize, and provides Innovative Ideas, tools, and real processes
to reduce the delivery cycle from 12 days to 4 days. Responsibilities included all aspects of setting up operations. Achieved the Lean Six Sigma
Certifications and provided 17 Process Improvement Ideas which produced the results of extra 17,500 pounds revenue per quarter. Helped the
TCS new Projects Expansion in International Operations by thoroughly analyzing the challenges in Quality errors. Arranged KT Sessions and
Trained People regarding Quality Management in NewProjects.
Aug 2013 – Dec 2015
(iv) Process Associate: Responsible for doing processing, clearing the queue volumes in Servicing and Claim Operations, Increased the
productivity performance Individually, maintain the Quality, Accuracy, and Service Level Agreement Time frame. Cross-training in different
responsibilities in Team’s queue Management, MIS Reporting, Root Cause Analysis of errors. Achieved multiple Star Performer and Pat on
Back Awards in the currentrole.

EDUCATION, COMPETENCIES, CERTIFICATIONS & AFFILIATIONS

B.Com. – Major: Accounts and Finance, Calcutta University, Kolkata, India
Lean Six Sigma Certification - Certified in TCS for Providing Innovative Ideas towards complex problems
Apex Carrier Programme - Certified Externally or the Management Expertise, Strategic Business Planning
Process: Agile way of Working Foundation - Certified in Agile Foundation to Implement in Project Operations on 20th Nov 2018
Train The Trainer Certification - Completed in Tata Consultancy Services on Dec,2018
Process Associate: Diligenta and Phoenix Life Operations based in UK, Subject Matter Expert & Delegated Team Lead:
Phoenix Life and Friends Life Operations based in UK & US, Senior Process Associate: Phoenix Life Quality, Audit, Technical
and Transition Operations, Senior Process Associate with Responsibility of System Administrator: Mace Construction
Company based in UK and Global Offices across 7 countries
Applications Software: 1.Bancs,2. Jaspersoft,3. Actuarial,4. Microsoft Excel,5. Microsoft Word,6. Microsoft PowerPoint, 7.
Service Now, 8. CDW, 9. Active Directory, 10. Microsoft Azure, 11. Jira, 12. Sharepoint as well as multiple analysis tools.
Recipient of multiple Star Performer and Pat on the Back awards for good performance in TCS
Recipient of Slide Master Award in TCS for excellence in Innovation on, Feb 2020
Recipient of Best Team Award in TCS for performance on Jan 2020
 FOCUS PIECE
REQUIREMENT
Expertise in Managing IT Service
Management & SIAM Incident
Management using Service Now Platform
Conducting regular project audits & upgrades of Responsibility to evaluate major milestone
existing IT Platform
IT Service Operations Automation in
Service Now Platform
Able to operate and manage in Agile
methodologies(Scrum/Kanban) and
using industry-standard tooling (such as
Jira & Confluence). Communicate and
collaborate across multiple
stakeholders. Develop and operate
systems and applications that provide
core development services. Support for
service design and build framework.
Expertise in managing the Insurance
domain Servicing & Claims team for
Phoenix Life & Friends Life Projects.
Managed Transition of Claim Team &
do automation in Bancs Software
EXPERIENCE
Good Exposure in Service Now Platform as part
of Problem Management, End-User Computing
Issues and Manged the team in Service Now
Infrastructure.
upgrades for all SOP, Macro-Map, existing IT
Platform, and upgrade processes.
Create Automation Strategy in Service
Now Platform for billing and order process
of entire process
Managed Scrum Master/Business Analyst
Responsibilities in the IT & BFSI Project
as worked under Agile Methodologies.
Experience in helping the Delivery
Management of website Development and
migration team.
Insurance domain E2 Competency
achieved & successfully created the
process flow in Insurance projects for 5
teams. In scope the team deliverable from
UK Stakeholders as part of transition
Management.