Oct 2018 – Nov 2020 · 2 yrs 1 mo · United States

• Drove the transition of a very complex engagement portfolio to steady state from multiple vendors like DXC, Accenture and Cap Gemini
• Working as onshore Service Delivery head , spearheading the entire transformation journey (Automation and process transformation ) across a large production support portfolio.
• Establishing ITIL driven service delivery model with mature ITIL Process flows, SLA, KPI & Metrics model
• Driving Application Vulnerability assessment leveraging Cognizant’s AVM (Application Value Management) Debt Assessment Framework
• Driving Smart Ops like RPA based BOT Monitoring & Self-Healing and ‘Drain the Swamp’ initiatives reducing the TCO

Jun 2017 – Sep 2018 · 1 yr 3 mos · Mumbai Metropolitan Region

• Worked as Senior Service Delivery Manager for one of the most diverse & business critical Portfolios in Indian Geography
• Helping in transforming the existing delivery model to a more mature managed service engagement model
• Established ITIL driven service delivery model across two of the largest Insurance clients in India Geography
• Established mature ITIL Process flows, SLA, KPI & Metrics model
• Driving Application Vulnerability assessment with Cognizant’s AVM (Application Value Management) Debt Assessment Framework
• Driving automation initiative reducing the customer's run spend , making them agile and fitter for the market
• Driving CSI and Transformation initiatives

Mar 2017 – May 2017 · 2 mos

• Worked as Onshore Service Delivery Manager - Transition
• Drove the entire Service Delivery and application transition from incumbent vendor and existing Client stakeholders to Cognizant SMO team
• Managed stakeholder expectation and client relationship throughout the transition phase
• Established SLA, KPI and Metrics Model
• Assessment of the existing ITSM tool and prepared plan to establish L1.5 utility layer post safe landing and stabilization

Jul 2016 – Feb 2017 · 7 mos

• Working as the Offshore Senior Service Delivery Manager for one of the key strategic accounts of Cognizant .Roles and responsibilities include ITIL driven service delivery and strategizing roadmap for Managed Services Model.
• Owning the delivery of a portfolio of 100+ resources across multiple lines of business
• Proactively identify business or technical pain points or improvement areas and build CSI/Transformation opportunities based on that
• Execution of strategic items as part of Cognizant’s Best-In-Class initiative
• Implement people management best practices
• Report monthly metrics at Governance level
• Monitor and report on Process and service metrics/KPIs
• Execute operational Service Management activities (RCA, CMDB updates etc.)
• Act as a bridge between technology management functions and service excellence team
• Report any process deficiencies leading to operational challenges to the process owners
• Maintaining Client Relationship

Aug 2014 – Jun 2016 · 1 yr 10 mos

• Working as the Offshore Service Delivery Manager for one of the key strategic accounts of Cognizant .Roles and responsibilities include ITIL driven service delivery and strategizing roadmap for Managed Services Model.
• Owning the delivery of a portfolio of 100+ resources across multiple lines of business
• Proactively identify business or technical pain points or improvement areas and build CSI/Transformation opportunities based on that
• Execution of strategic items as part of Cognizant’s Best-In-Class initiative
• Implement people management best practices
• Report monthly metrics at Governance level
• Monitor and report on Process and service metrics/KPIs
• Execute operational Service Management activities (RCA, CMDB updates etc.)
• Act as a bridge between technology management functions and service excellence team
• Report any process deficiencies leading to operational challenges to the process owners
• Maintaining Client Relationship

Apr 2012 – Jul 2014 · 2 yrs 3 mos

• Managing delivery and pre-sales activities for a key client in insurance and retirement services industry.
• Working as the Offshore Delivery Manager for one of the key strategic accounts of Cognizant .Roles and responsibilities include account management, delivery, operate, assist QA, and strategizing roadmap for Managed Services Model.
• Responsibilities held..
• Account Management activities like forecasting, maintaining profit & loss, top line, bottom line and working on pipeline projects
• Identify gaps and streamline the operational process
• Resource Allocations, Development and Management
• Business development and working on RFPs and pro-active proposals
• Working closely with horizontal teams and third party vendors to manage projects and programs
• Overseeing the preparation of operational decks for consumption of the senior leadership team for the entire Prudential Account
• Steering the Prudential Security Audit
• Maintaining Client Relationship

May 2011 – Mar 2012 · 10 mos

• Worked as Project Manager with end to end delivery responsibilities of multiple applications on Mainframe Platform.
• Responsibilities held ..
• Delivery Manager for a cluster of Mainframe applications using COBOL,DB2,JCL and CICS
• Estimation, Requirement gathering, Planning & Resource management
• Managing a peak team size of 25 associates
• Project scope definition, execution and control activities
• Formation of core competencies & Tool groups, Team Motivation Activities
• Quality assurance & control

Jan 2008 – Mar 2011 · 3 yrs 2 mos · Greater Kolkata Area

• Managed and led a cluster of Mainframe Projects , under Treasury Services Lines of Business for J.P.Morgan Chase APAC.
• Responsibilities held..
• Project Lead for PSI and ICR Applications (Team Strength – 15)
• Estimation and Defect Tracking
• Client interaction and enhancement planning
• Analysis, Estimation, Coding, Testing and Implementation
• Supporting UAT Batch Cycles
• Unit Testing, Integration Testing, Regression Testing

Jan 2007 – Jan 2008 · 1 yr · Kolkata,India

• Project lead for cluster of mainframe applications for one of the largest Logistics company.

Jul 2003 – Oct 2006 · 3 yrs 3 mos · Kolkata,Delaware

• Onsite Coordinator, Team Lead and Team Member for JPMC Private Banking, USA
• Responsibilties held..
• Onsite coordinator and team lead for PBIS (on Mainframe platform using Cobol,DB2,JCL and CICS)
• Offshore lead for the Cash merger Initiative development project
• Analysis, Estimation, Coding, Testing, Implementation
• Production Support of PBIS Application in live environment
• Involved in Unit Testing, Integration testing, Regression testing
• Team Building and skill enhancement