Sayan Mukherjee
Sharjah,SH
Summary
Accomplished Service Delivery Manager with a proven track record at United Arab Bank, enhancing service quality and efficiency through strategic business analysis and robust incident management. Expert in fostering team leadership and driving process improvements, significantly improving client satisfaction and operational performance. Skilled in PCI Compliance and excelling in communication, adept at aligning IT services with business needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
United Arab Bank
01.2018 - Current
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Lead incident, problem, and change management processes ensuring minimal disruption to services
- Collaborate with InfoSec team to handle PCI compliance, NESA, and Swift CSP requirements
- Oversee access management and IT asset management, ensuring secure and efficient operations.
- Align IT services with business requirements, facilitating effective communication between IT and business stakeholders.
- Manage and mentor the service desk team to provide exceptional support and resolve issues promptly.
- Develop and implement IT service delivery processes and procedures, enhancing service quality and efficiency.
- Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Coordinated new hire recruitment, training and development.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Incident Manager
HCL
12.2013 - 01.2018
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
- Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
- Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
- Coordinated secure system access of users to various department systems and platforms.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Contributed to the development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
Senior Associate
Wipro
06.2007 - 12.2013
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Trained and supported new team members, maintaining culture of collaboration.
- Scheduling for all product lines for Client.
- Preparing Conformance; Intraday and Audit reports for presentation
- Elicit, document and validate Client and Operation requirements.
- Co-coordinating with Tech Support regarding all Technology Related issues on the Floor on Real-time.
- Prepare Weekly Review on Service Level Management which includes Reports on various Metrics
Education
Bachelor of Commerce - Accounts
Ananda Mohan College
KolkataSkills
- Business Analysis
- Incident Management
- Problem Management
- Change Management
- PCI Compliance, NESA and Swift CSP
- Access Management
- IT Asset Management
- Service Desk Management
- Business Requirements Analysis
- Team Leadership
- Process Improvement & Communication Skills
Certification
ITIL Foundation
ITIL Service Operation
ITIL Service Transition
Languages
English
Bilingual or Proficient (C2)
Timeline
Service Delivery Manager
United Arab Bank
01.2018 - Current
Incident Manager
HCL
12.2013 - 01.2018
Senior Associate
Wipro
06.2007 - 12.2013
Bachelor of Commerce - Accounts
Ananda Mohan College
ITIL Foundation
ITIL Service Operation
ITIL Service Transition
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