Anirban debnath resume
- 1. Anirban Debnath Contact No.: +91 7760712122 E-Mail: [email protected] For more than 12 years, I have been engaged with multiple client-facing roles and have led teams in various Delivery and Operational Areas of IT. I have demonstrated success in leadership within the aforementioned areas, which have resulted in enhancement of quality standards, smooth functioning and cost savings for the companies, I have been aligned with. My expertise includes strong hands on techno functional skills along-with creative strategy-building and leading teams, in-scope Business Development, Service Delivery, Service Operations, Service Management, Transitions & Infrastructure Management Services. Roles Handled IT Skills Team Manager/Transition Manager RPA Business Analyst/RPA Developer Operations Manager/Knowledge Manager Technical Lead Subject Matter Expert Technical: AWS VBA, SQL ERP - Seibel, Oracle Windows Werum PAS-X Management: ITIL Service Desk IT Service Management IT Service Delivery Performance Management People Management Tools: Service Now, Remedy, Cherwell SQL developer, Toad Microsoft Package Analytics: RPA Automation Anywhere UiPath PROFESSIONAL EXPERIENCE Apr 2017 – Present NNE, Bangalore Team Manager/Transition Manager Apr’17 – present 1. Responsible for to establishing Customer Service business unit in India for leading Danish pharmaceutical MNC - Novo Nordisk. 2. Multiple site visits to Copenhagen, Denmark for project transitions. 3. Hands on experience on AWS. Provisioning EC2 instance, managed roles and policies in IAM. 4. Troubleshoot and provide technical analysis concerning computer systems, network, and application performance issues to resolutions. 5. Created technical and functional SOPs in Service Knowledge Management Systems. 6. Recruited 12 L1 engineers, along with TA team in India from multiple ITES functions. 7. Trained resources on Novo Nordisk IT, Pharma systems & ITIL Service Operations. 8. Set KPIs for team members aligned to organizational goals. 9. Improving processes, systems & products to enhance Service Operations. 10. Exposure to GxP - Good Manufacturing Practices, Good Documentation Practice. 11. Worked as RPA Business Analyst & Developer. 12. Implemented RPA (CRM lead creation, PDF automation), reducing redundancy and time. 13. Created RPA Process and Solution Design Document. 14. Interact closely with Novo Nordisk team and business executives to probe, identify and define scope of business and technical requirements into specific systems, applications, and process design. 15. Plan, Budget, Track and report financials related to projects. Dec 2009 – Apr 2017 Cognizant Technology Solutions, Kolkata & Bangalore
- 2. Operations Manager/Service Delivery (Symantec IT, Qlik) Jun’ 14 – Apr’ 17 1. Successfully developed and led top-performing teams from different geographic area for implementing support operations. 2. Facilitated business efficiency by implementing adequate knowledge in technical documents, software processes, and ITIL. 3. Worked as Knowledge Manager and implemented processes for Data Analytics. Migrated existing Knowledge base to Service Now sequentially. 4. Developing and managing KPIs to drive process improvements and deliver performanc e. 5. Conduct One-One, weekly calls & meetings to interact with the team and address any concerns/seek feedback, maintained responsibility for recruiting, hiring and leave management. 6. Ensure that members of the operations team adhere to company rules and work ethics. 7. Identified CSI & SIPs and implement automation for customer profitability improvement. 8. Worked closely with Service Now app development team to prepare automated dashboard and setting up the tool for better customer experience and real time monitoring. 9. Tracking the backlog tickets and drive closure of the ageing tickets. 10. Received multiple awards and recognizant for outstanding support. 11. Trained on AWS, understanding of Service Now Administration and other relevant ITSM systems. Technical Lead(Logitech) Jun’12 - May’14 1. Worked as L2 Siebel Admin, coordinated with Problem Management team and Application vendor teams for get quicker resolutions and permanent fixes. 2. Verifying and resolving the SQL Server Blocking issues, finding and fixing the root cause. 3. Monitoring the SQL server scheduled jobs and resolve reported issues. 4. Provided technical assistance to a 12-16-member team. 5. Created online training portals using HTML, MS Visio, PPTx, one stop information site. 6. Created Standard Operating Procedures for existing and emerging applications – DML and DDL. 7. Assisted team to setup up project infrastructure (Systems, VLAN, VPNs, and Applications etc.). 8. Handling technical escalations and provided RCA & CAPA to stakeholders. 9. Active Participation in Incident, Knowledge, Change and Problem Management. 10. Created Knowledge Repositories for multiple projects. 11. SPOC for technical and functional issues in SKMS/KEDb. 12. Executed Business Continuity Plans, Shift Management & Leave Approvals for the team. 13. Worked as PMO, acquired project related information (High Severity Incidents, Key Activities, Planned& unplanned outage, Risk Management, Problem Management). 14. Published ticket audit reports, detailed analysis of logged incidents in case of SLA breaches and escalation. Technical Analyst Jan’10 - May’12 1. Production Support for AstraZeneca US Field Sales. 2. Keep track on critical, urgent, medium priority tickets on Remedy. Response and resolve issues on priority basis by maintaining proper SLA. 3. Analysis on Incident and Change Management related issues and analysis of performance and SLA metrics and unresolved technical Issues. 4. Providing second level support on Siebel and iPad-based applications for the end users. 5. Creating and managing/ modifying Activity reports, LMS (Time Trax) reports for the end users. Writing SQL queries to fetch user data from database servers as per client requirement. 6. Monitoring daily jobs i.e. related to different modules in Autosys. Perform various operations like create jobs, schedule jobs, manually run, kill and cancel Jobs as per programmer. 7. Participate Day to day client interaction and weekly meetings with different support teams. 8. Creating and maintaining Knowledge base for known/ recurring issues. 9. As shift lead maintain shifts and resources, handle client escalations, maintaining daily reports and creating quarterly decks for client. Jun 2007 – Dec 2009 WIPRO Limited, Kolkata Subject Matter Expert – Operations: Dec’ 08 - Dec’ 09 1. Managing team operations with 18 analysts for extending frontline technical support, technical resolutions. 2. Continuous monitoring to see the learner is close to meeting the number of cases closed required fo r certification, monitoring of availability/log outs/team meetings, Monitoring of reworks. 3. Floor walk - Creation/modification of weekly schedule. 4. SPOC for migrating a new process from U.S to India centre. The project involved analysing the viability of process migration and subsequent process gap identification. 5. Conducted Web Based trainings for Operational Excellence. Senior Technical Support Executive – Operations: Jun’ 07 – Nov’ 08 1. Technical support to clients based out of North America geography.
- 3. 2. Keep track on critical, urgent, medium severity incidents. Acknowledged and resolved issues on priority basis by maintaining proper SLA. 3. Participated in day to day client interactions and weekly meetings. IT CERTIFICATIONS PCEP – Certified Entry-Level Python Programmer May 2020 ITIL 4 Foundation Sep 2019 Automation Anywhere Advance RPA Professional Jul 2019 ITIL V3 Foundation Aug 2011 AWARDS & ACTIVITIES Key contributor to NNE India Customer Service for 2018 from CEO-Jesper Klove. Symantec Best Achiever Award 2015. Awarded as a “Spot Performer” in the month of May,2015 for Above and Beyond support. Awarded as Star Team award in Cognizant after being chosen as best Team of the Q3,2015. Awarded “Tech Wizard Associate of the month – October 2011” for contribution and efforts in IT Infrastructure Services Practice. ACADEMICS 2007 Bachelor of Computer Applications (Computer) from Bengal College of Engineering and Technology 2014 PGDBA, Symbiosis Pune (Specialization: CRM) PERSONAL DETAILS D-O-B: 03/03/1986 Languages Known: English, Hindi, Bengali Permanent Address: Kolkata, WB Present Address: Ramamurthy Nagar, Bangalore, KA Hobbies: Singing, proficient guitarist DECLARATION: I hereby declare that the above provided information is true and to the best of my knowledge. References available upon request. Date: Place: