SOUVEEK GHOSHAL
Adelaide,South Australia
Summary
Seasoned IT professional with 12+ years of experience, specializing in incident management, service delivery, and enhancing customer service within IT environments.
Built Command centre for a startup and a large scale organisation's IT Service department.
Lead multiple projects in diverse regions of the world to reduce operational costs and ensure smooth digital transformation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager- Technology Command Centre
Razorpay
11.2022 - 02.2024
- Built 24/7 command centre comprising, a team of eight, from scratch. Built incident management and customer service org.
- Implemented service monitoring for 170+ services, improving operational efficiency and customer satisfaction.
- Played a key role in integrating Incident Management with multiple business units, new acquisitions, strengthening customer support during critical incidents.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Team Lead - Incident Manager
Razorpay
Bengaluru, India
11.2021 - 10.2022
- Developed processes for Incident Management, ensuring smooth operations and high-quality customer interactions during incidents
- Managed major incidents and escalations, focusing on minimizing customer impact and maintaining excellent service standards.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Collaborated with senior leaders to align change initiatives with strategic objectives.
Incident Manager
Amazon (ADCI)
02.2020 - 11.2021
- Managed escalations and high severity events, focusing on swift resolution to maintain customer trust and service reliability
- Developed a prioritization matrix and incident management services, enhancing customer experience and operational efficiency
- Collaborated on training and readiness programs, ensuring team preparedness for high-impact customer events.
- Managed life cycle replacement of hardware and software.
- Contributed to the development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
Major Incident Manager
NTT India GDC Pvt Ltd.
10.2018 - 02.2020
- Served as a central point for incident management in APAC, improving service delivery and customer communication during incidents.
- Collaborated closely with multiple teams throughout the planning and execution of live stream project of Tour De France to ensure Zero Downtime or degradation of service.
Service Delivery Manager
IBM
04.2018 - 10.2018
- Managed technology services for a product-based company. Attended staff and client meetings and served as liaison to manage operations for account.
- Led client issues and resolution management, focusing on rapid resolution and maintaining high customer service standards.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
Major Incident Management
IBM
04.2016 - 03.2018
- Led the recovery of critical systems impacted by ransomware, coordinating a team of Incident Managers to restore over 2500 Windows servers, 250+ Domain Controllers, and the entire IT infrastructure rapidly
- Successfully minimized the downtime and impact on business operations, ensuring customer services were restored within 3 weeks
- Enhanced communication protocols with customers affected by incidents, providing regular updates and reassurances, which improved customer trust and satisfaction during the crisis.
IT Operations Associate
Accenture
03.2013 - 04.2016
- Managed problem records and coordinated major incident resolutions with technical teams, improving the speed and efficiency of responses to customer-impacting issues.
- Served as an incident coordinator and escalation point for the service desk, directly contributing to a smoother, more customer-focused service desk operation.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
CRM Operations
IBM Daksh
04.2011 - 10.2012
- Delivered solutions over calls to customers facing network-related issues, enhancing the customer experience by resolving queries related to VPN connectivity, wireless connections, LAN connections, and Citrix connectivity efficiently.
- Implemented a customer-first approach in operations, significantly reducing resolution times and improving customer satisfaction scores
- Added revenue to the organisation through up-sales post issue resolution
- Developed and refined customer service protocols to ensure a consistent and high-quality support experience, reinforcing customer loyalty and trust in the brand.
Education
Bachelor of Engineering in Electronics and Communication -
Nagpur University
01.2010
Skills
- Incident Management
- Problem Management
- Service Delivery Management
- Stakeholder Management
- Team Management
- Continuous Service Improvement
- Process Development and Optimization
- Program Management
- Communication Skills
- Customer Relationship Management
- Service Desk
- Call centre representative
Certification
- ITIL v4 Managing Professional Transition certified
- Completed training of AWS Solutions Architect 2020, AWS Sysops Admin 2020 through AWS internal training program
Awards
- Recognized for outstanding operational excellence. Received the Most Valued Person award in June 2022 at Razorpay.
- Received Technology Leaders Award twice in a year in Razorpay, in Feb 2023 and Oct 2023 for exceptional leadership.
- Received Client Recognition Award from WPP CIO and IBM Vice President for exceptional work in crisis management.
- Recognised for digital transformation of new hire onboarding due to Covid-19. Received recognition from Amazon IT Services Leadership.
References
- Robin Thomas, Incident Manager, Derivco, +61-416395831, robinthomas2105@gmail.com
- Congita Helen Melcure, Functional Consultant, Dedalus, +61-406996260, congita@gmail.com
- Vikrant Saini, Vice President, Digit Insurance, +91-8860751751, vikrantsaini@gmail.com
Project Contributions
- Created Quality Audit service and worked with technical teams for ingestion of scores to BI dashboard. Reduced manual overhead by 50%.
- Introduced proactive high severity event monitoring in coalition of technical teams. Introduced the Disaster recovery for Amazon Connect.This led to disruption time reduced from 20 hours to 7 minutes for AWS agents.
- Runbook Automation in Razorpay - Introduced automation of runbook via third party AIOPs tool. Saved developer productivity hours by 50%,
- Built SOP for faster detection of money loss issues via Automated Reconciliation Tool. Reduced loss by 20M$ pa.
- Key Customer Impact (KCI) program - Improved service model of in-stress merchants and turned them into happy customers through KCI. increased revenue by ~450% for a merchant and navigated 6 other stressed merchants within 3 months at Razorpay Software Pvt Ltd.
- Cost optimization of Incident Response Tool, Implemented cost optimization of Incident Response Tool (Zenduty vs Pagerduty) by identifying and testing eligible alternatives. Cost savings 100000$ per annum at Razorpay Software Pvt Ltd.
Timeline
Manager- Technology Command Centre
Razorpay
11.2022 - 02.2024
Team Lead - Incident Manager
Razorpay
11.2021 - 10.2022
Incident Manager
Amazon (ADCI)
02.2020 - 11.2021
Major Incident Manager
NTT India GDC Pvt Ltd.
10.2018 - 02.2020
Service Delivery Manager
IBM
04.2018 - 10.2018
Major Incident Management
IBM
04.2016 - 03.2018
IT Operations Associate
Accenture
03.2013 - 04.2016
CRM Operations
IBM Daksh
04.2011 - 10.2012
Bachelor of Engineering in Electronics and Communication -
Nagpur University
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