NILOY CHATTERJEE
IT Service Delivery Manager
Abu Dhabi
Summary
Proficiency in leading process operations entailing mapping of business processes and studying requirements, designing, implementing and transitioning, processes, solutions in line with the guidelines specified. Comprehensive experience in managing quality assurance & control activities involving resource planning, in-process inspection; coordinated with internal departments for implementation of quality standards in work and projects. Customer-centric professional focused on providing Service Delivery to all valued clients leading to enhanced customer satisfaction. Effective Manager with talent in coordinating with cross-functional teams & knowledge-sharing amongst them; a problem-solver with strong negotiation & analytical skills.
Overview
2025
2025
years of professional experience
1
1
Certification
3
3
Languages
Work History
IT Operations Manager (DMT-Abu Dhabi)
Tech Mahindra
06.2024 - Current
- Responsible for managing the Cross functional Team within IT Service Management scope.
- Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated new hire recruitment, training and development.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
IT Operations Manager (Emirates Nuclear Energy)
Tech Mahindra
5 2022 - 05.2024
- Oversee to deliver the 40 contractual SLA and KPI's, to facilitate Operational support on all the IT Projects and tasks to meet the delivery deadline, To ensure the process and technology related service improvement initiatives are identified and delivered on priority.
- Recognize the Service Improvement Plans with support technical operations team and plan the execution.
- Proactively identify the major issues and plan the preventive actions to reduce major outages in business.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maximized performance by monitoring daily activities and mentoring team members
- Governing the defined compliance management process to meet the deliverables.
- Overseeing the monthly patch management and vulnerability management to meet the agreed security compliance.
- Stakeholder connect daily, weekly & monthly and walkthrough the ongoing activities, project tasks, proactive initiatives and discuss the lowlights and challenges to overcome business impact and deliverables.
- Orchestrating the monthly and quarterly capacity & availability report of Data Center Management and review with stakeholder.
- Directed an operational team of 90 members and achieving consistent SLA of 99%, First call resolution from 45% to 65% YoY and CSAT Score from 3.5 to 4.8 YoY.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Managing Ad-Hoc projects and ensuring smooth transition to operations and operational support.
- Oversaw the program cost in regards to the volumetrics of the operations Vs Resource Utilization.
- Monthly quality review with stakeholder and fulfilling the improvements as per the customer expectation
- Assessing new business requirement with managed services and provide the required support.
ITIL Service Management Specialist (Injazat)
Larsen & Toubro Infotech
6 2020 - 04.2022
- Responsible for governing Incident, Problem ,Change ,Event & Configuration management process.
- Managing the priority incidents and monitoring case progression with the accountability of driving all aspects of the resolution efforts while maintaining regular communication with internal stakeholders and customers.
- Coordinating with customers for developing an incident management plan as per their requirements, adding additional resources for resolution if required, and developing a detailed technical plan accordingly, updating and maintaining incident progress at each step.
- Incident Management 24x7 operation and Problem Management in rapid resolution of all types of incidents including infrastructure functional, data and security, in tandem with proactive prevention and root cause remediation.
- Managing change and release management which Includes analyzing change, approval of change, schedule release plan along with impact analysis.
- Analyze and gain insight into problems and trends, challenging performance of operation and support teams, taking remedial actions to avoid repeat incidents and delivering measurable reduction in risk.
- Prepare the knowledge management database for the reactive and proactive incidents & problems.
- Service level base lining and Service Catalog review periodically for all tenants.
- Coordinate with OR team for Operational readiness of the new devices.
- Coordinate and conduct CAB (Change advisory board) meetings to discuss higher risk changes.
- Authority to implement or reject a changes. Make communication plan for internal and external body.
- Prepare Change Summary Sheet that summarizes all RFC's. Reporting on Change KPIs as per the process documents.
- Ensures that all the activities designed to implement the change are as per the standards. The policies and procedures should be well defined, recognized and reviewed.
- Prepare Change Summary Sheet that summarizes all RFC's. Reporting on Change KPIs as per the process documents.
- Prepare performance report for all the operational teams.
- Prepare KPI dashboard for all clients.
Project Delivery Lead (FAB)
Wipro Middle East
12.2015 - 06.2020
- Managing medium to large scale projects and ensuring timely delivery of the project requirement.
- Worked in Service Desk Management to provide best practices in managing the service desk to meet the target SLAs and to reduction in client escalations.
- Worked as delivery lead in Windows 10 migration project for ENBD Bank, UAE to coordinate and migrate approx 10K assets within 8 months.
- Stellar role in improvising the CSAT scores from 75% to 90% with First Abu Dhabi Bank, UAE
- Worked as project coordinator lead under PMO office during the integration (Infra & Apps) of two major banks (FGB & NBAD) and (ADCB & Union Bank) Migration in UAE.
- Liaised and coordinated with the internal/ external teams for providing seamless client servicing experience; developing staffing plan based on business needs utilizing historical business volume trends, promotional activities and customer use patterns.
- Trained and mentored the team members to achieve desired business/client results.
- Cross functional training to understand the roles and responsibilities of different teams.
- Daily huddle with the stakeholders to brief the ongoing issues and requirement to reduce the incidents and ensure the running of smooth services.
- Developed team communications and information for meetings
IT Service Delivery & Incident Management Analyst
Compucom Ltd
07.2014 - 10.2015
- Worked in close coordination with Onsite WPO team and Internal Operations team to ensure the end users issue are resolved in timely manner considering the SLA of the reported incidents.
- Handling the Incident Management , MIRT Call, RCA delivery as per the contract of the client and defining the CAPA Actions to provide a permanent solution of the incidents.
- Managing the knowledge base of the repeated incidents and to ensure the adherence to the KB database by the operations team.
- Worked a SPOC for the major accounts wherein customer visibility was high on the ITIL process and handled the client escalations during process deviations.
- Quality management of the Incident and request tickets.
- Ensured meeting the deadlines without compromising on quality as per the defined SLA based on the ITIL best practices.
Technical Support Specialist
Wipro
04.2013 - 06.2014
- Providing L1 & L2 level technical support to the HP Customers using HP products like (Desktop, laptop & Printers).
- Promoted as technical SME for the HP- APAC Project to handle the Customer Escalations using the HP products and managing a team of 15 people in the Contact center.
- Developed and tested new product offerings prior to release to assist development team in bug identification
International Sales & Marketing Executive
Pioneer Web
06.2012 - 03.2013
- Collaborated with Regional Sales Managers to make strategic sales decisions.
- Improved sales techniques and made sales pitches to 100+ potential clients per quarter.
- Set objectives and led sales team to achieve aggressive global sales goals.
- Created lists of potential customers based on regional markets and assigned sales tasks to team of 10 employees.
- Investigated and integrated new strategies to expand business operations and grow customer base.
- Developed and executed sales presentations as well as both internal and external product training workshops.
- Built relationships with customers and community to establish long-term business growth.
Education
Bachelor of Science - Computer Science
Jaipur Engineering College
Jaipur, Rajasthan 04.2008 - 2012.06
High School Diploma -
Kendriya Vidyalaya
New Delhi 03.1995 - 2008.03
Skills
Service Operations - Incident, Problem , Change , Event and Configuration
Service Transition - Change Management
Continuous Process Improvement
SLA and KPI Management
Project Management
Stakeholder Management
Operational Excellence
Contact Center Management
Cost Management
Risk and Compliance Management
ITIL Process Management
Service Delivery Management
Vulnerability Management
Certification
ITIL V3 Foundation and Service Operation
Timeline
IT Operations Manager (DMT-Abu Dhabi)
Tech Mahindra
06.2024 - Current
Project Delivery Lead (FAB)
Wipro Middle East
12.2015 - 06.2020
ITIL V3 Foundation and Service Operation
12-2014
IT Service Delivery & Incident Management Analyst
Compucom Ltd
07.2014 - 10.2015
Technical Support Specialist
Wipro
04.2013 - 06.2014
International Sales & Marketing Executive
Pioneer Web
06.2012 - 03.2013
Bachelor of Science - Computer Science
Jaipur Engineering College
04.2008 - 2012.06
High School Diploma -
Kendriya Vidyalaya
03.1995 - 2008.03
IT Operations Manager (Emirates Nuclear Energy)
Tech Mahindra
5 2022 - 05.2024
ITIL Service Management Specialist (Injazat)
Larsen & Toubro Infotech
6 2020 - 04.2022
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