SUCHARITA MITRAContact: -
E-Mail:-PROFILE SNAPSHOT
A dynamic professional with nearly 9 years of relevant experience in managing IT/NON IT Projects while adhering to diverse methodologies and frameworks (ITIL)
Experienced in handling process improvement projects encompassing support to delivery teams for identifying high impact Lean Six Sigma projects and Service Transformation initiatives
Successfully migrated and managed operations for various channels of delivery centers for US and UK clients
Skilled in handling high severity incidents to ensure service availability with minimal delay and impact and in adherence to Service Level Agreements, towards ensuring smooth operations of an infrastructure environment
Expertise in mapping requirements of Clients, different Stakeholders, Technical Teams, Technology Partners, vendors and Internal Business Units with excellent levels of customer satisfaction
Awards / recognitions: Hall of Fame for customer satisfaction
KEY EXPERTISE
Infrastructure Operations, Project Management, Process Improvement, Defect Prevention, Incident Management,
Quality Management, Lean Six Sigma
PROFESSIONAL ENHANCEMENT
Certifications
Certified CBQA Quality Analyst
Certified ITIL v3 Foundation
Trainings (At IBM)
GDF and Lean (Classroom Training)
PM54G on Project Management
WORK EXPERIENCE
From Jan’08 to Nov’18 with IBM India
Growth Path
Jan’08 till Dec’09Subject Matter Expert / Remote Technical Support
Jan’10 till Oct’12Quality Analyst
Nov’12 till Dec’14Incident Management Analyst
Jan’15 till Nov’18 Project Coordinator
.
As Project Coordinator for projects assigned in IBM
Key Roles
Creating governance reports on a weekly basis.
Creating production support metrics and writing queries on SQL to pull required data
Ensuring compliance to Multi-level governance process across the projects and participate in internal & customer governance meetings
Performance Management: Reviews, Measure Productivity and Performance Reporting (Monthly, Quarterly and Yearly)
Responsible for the efficiency & effectiveness of incident management process within the organization
Establishing and verifying standards of quality involving management review
Providing resolution data for – catapult (Knowledge base)
Weekly health check report and Pareto analysis for team improvement
Rotational onshore/offshore report in line with IBM policy
Facilitating team meetings, providing meeting minutes and action items where needed
Preparing regular status report by tracking tasks assigned to project
Generate SLA reports
As Incident Management Analyst
Key Roles
Managing major incidents and serving as an escalation point within the incident management process, engage next level of management support as necessary
Ensured that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Escalate unresolved Incidents to Tier 3 and process issues to Incident Manager
Monitoring of Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement
Participate in Incident review following major Incidents
Identify potential problems and/or increasing trend of repetitive Incidents
Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
Investigating assigned problems through to resolution or root cause
Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
Updating the KEDB with new or updated known errors and workarounds
Assisting with the handling of major incidents and identifying their root causes
Hands on experience in ServiceNow, Jira, Remedy Tools
Provide service to customers on escalated cases and closely engage with them as needed
Proactively identify gaps and inefficiency within Operations, help prioritize improvement oppurtunities
As Quality Analyst
Key Roles
Managed large accounts in IBM EUS including IGA (IBM Global Accounts) and BP Service Desk with different service lines (Level1, CTS, IMAC and User Admin)
Implemented Lean GDF & defect prevention projects such as CSAT improvement, AHT reduction, reducing rework
Designing quality parameters and evaluations based on focused monitoring
New ideas to create awareness in GDF and conducted GDF awareness training
Updated new QAs on internal quality standards & reporting methods
Streamlined process improvements plans during pooling of IGA-SED (Single English desk).
Initiated quality awareness through mailers and review meeting for quality improvement
Facilitated brainstorming sessions for identification of CSI opportunities
Pivotal in setting up processes on BCP sites
Distinction of receiving an appreciation for initiating team motivation activities like: People with difference; in recognition for best call with exceptional CS skills
As Subject Matter Expert/ Remote Technical Support
Key Roles
Organized training programs / refresher courses for team associates
Engaged with different floor activities, fun committee, towards enabling inputs back to operations, thereby assisting in improvement of employee satisfaction
Ensured adherence to:
The monthly and annual appraisals for entire project
Infosec guidelines as per the internal and client requirements as per IBM tools
Conceptualized and reviewed rewards and recognition program for the project to achieve the client and internal metrics
Implemented Lean GDF & defect prevention projects
Participated in internal calibrations with Quality and Operations along with ensuring consistent scoring
Initiated the CSAT contest for ensuring CSAT improvement and motivation of team members
Worked as SME and mentored new hire to improve quality
Team size - 25
PREVIOUS EXPERIENCE
Dec’04 - Jan’08 with HGSL, Bangalore as Technical Support – DSL Networking
Key Roles
Analyzed network data for defining network usage, disk space availability or server functions, configured: Security settings or access permissions for groups or individuals, wide area network WAN or local area network LAN routers or related equipment
New hardware or software systems or components, ensuring integration with existing network systems
EDUCATION
MA (Political Science) from Burdwan University, West Bengal
BA (Hons.) - Political Science, Economics and Philosophy from Burdwan University, West Bengal
Personal Information
Address : 350 Baranilpur Road, Uttarpara, Sripally, Burdwan 713103
Passport : P-
Current CTC : 5,50,000.00
Expected CTC: As per industry standard
