Prathim Mukherjee
Sydney,NSW
Summary
A resolute IT Professional with more than 16 years of experience in IT Operations, Service, and Account Management, with a focus on ITIL, Agile, and Process Improvements across various aspects of Cross-Functional Services. Have a strong understanding of ITIL, Service Management, Agile, Project Management, Server, Networking, and Cloud Infrastructure. Extended experience in IT Major Incident, Problem, Request Fulfilment, Change, Configuration & Asset Management. Experienced with multiple ITSM tool setup like Remedy, ServiceNow and JIRA.
Overview
16
16
years of professional experience
Work History
IT Operations Manager
Illion
08.2023 - Current
- Managing IT Infrastructure: Overseeing the design, implementation, and maintenance of the company's IT infrastructure, including networks, servers, and storage systems
- Ensuring System Security: Implementing and monitoring security measures to protect the company's IT systems and data from cyber threats, ensuring compliance with relevant regulations (such as GDPR, PCI DSS, etc.).
- Managing IT Operations Team: Leading a team of IT professionals, including system administrators, network engineers, and support staff. This involves task delegation, performance management, and fostering a collaborative team environment.
- Vendor Management: Collaborating with external vendors and service providers to procure IT equipment, software licenses, and support services. Managing vendor relationships and contracts to ensure service level agreements (SLAs) are met.
- Disaster Recovery and Business Continuity: Developing and maintaining plans and procedures for data backup, disaster recovery, and business continuity to minimize downtime and ensure operational resilience in the event of IT failures or disasters.
- Technical Support and Troubleshooting: Providing technical support and guidance to end-users, troubleshooting IT issues related to SaaS applications Like Jira, MS Teams, Monday, Office 365 etc., and ensuring timely resolution of problems to minimize disruption to business operations.
- Continuous Improvement: Identifying opportunities for process improvements, automation, and optimization within the IT operations environment to enhance efficiency, reliability, and scalability.
- Project Management: Leading or participating in IT projects, such as system upgrades, migrations, or implementations, ensuring they are completed on time, within budget, and meet quality standards.
- Hardware Asset & License Management: Managing the inventory of software licenses involves maintaining accurate records of license purchases, renewals, and expirations. Maintaining up to date CMDB register on IT Assets.
Service Delivery Manager
Till Payments
03.2022 - 02.2023
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Performed duty of Major Incident, Change, Problem and Configuration and Asset Management.
- Managed & Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Implemented ITIL - Incident, Change, Problem, Service Catalogue, and Configuration Management process, and procedure.
- Configured ITSM Jira Service Management tool for Incident, Service Request, Change & Asset Management.
Service Delivery Manager
Spark
11.2016 - 03.2022
- Contribute to overall customer satisfaction outcome.
- Deliver to all service levels and contracted deliverables.
- Leadership of direct and/or virtual team members
- Contribute to customer's profitability for contracted service.
- Billing audit and accuracy
- Major Incident, Problem, Request Fulfilment, and Configuration Management
- Assisting Change management team
- Continuous Service Improvement to processes, procedures, and tools
- Assisting with IT Audit, Disaster Recovery and Business Continuity Planning
- Initiative-taking leadership of delivery and operational teams to create a culture of client-driven delivery.
- Be voice of customer within Spark Digital Consistent and reliable adherence to SLAs and contracted deliverables.
- Contribute to zero financial service level penalties Cost-effective utilization of Spark Digital resources and service providers.
- Contribute proactively to improve service level outcomes through structured continuous improvement plan.
- Ongoing review and alignment of Services offerings with client requirements.
Service Catalogue Manager
IBM
11.2014 - 11.2016
- Manage a Team of 6 team members in assisting Westpac with the Request fulfilment process. Conduct ad-hoc meeting with the client.
- All services are in operation and new services moving into transition are added in the Service Catalogue.
- Retire and update existing Service Catalogue Items were necessary to keep them accurate. Create IT Service, Process, and Workflow designs.
- Monthly Request fulfillment report.
- Service Request automation via tools and process enhancements.
- Provide Service delivery and review Contracts for SLAs and other clauses set in contractual agreement.
- Analyse and Improve current Service Management processes.
- Perform process deliverables.
- Establish process Metrics/KPI’s.
- Review and clarify contract contents.
- Process document repository management.
- Provide process training to internal and IBM client-Westpac.
- Drive ITIL implementation on Service Management.
- Conduct ad-hoc meetings with client on process governance and improvement.
- CMDB report, process, and tool automation.
Service Relationship Manager
Vodafone New Zealand
03.2014 - 11.2014
- Provided comprehensive training to new team members, fostering collaborative environment focused on delivering exceptional service experiences.
- Collaborated with cross-functional teams to develop strategies that targeted clients'' unique objectives and challenges.
- Influenced positive change within organization by championing best practices related to customer service excellence and relationship management techniques.
- Streamlined internal processes for improved efficiency, leading to increased customer retention rates.
- Developed strong rapport with clients through consistent communication and thorough understanding of their needs and expectations.
- Created detailed reports on account performance, highlighting areas requiring attention or improvement for both internal teams and clients alike.
- Strengthened customer relationships by proactively addressing service needs and providing tailored solutions.
Problem Manager
Fujitsu New Zealand
01.2012 - 02.2014
- Maintained accurate records of all problems within the organization's IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
- Developed strong relationships with stakeholders across organization, promoting transparency and trust in problem management function.
- Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
- Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
- Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
Senior Service Desk Analyst
Inland Revenue Department
10.2008 - 01.2012
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Played key role in major IT projects, providing input on system design from support perspective and assisting with testing efforts as needed.
- Championed culture of continuous improvement within service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
- Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
- Contributed to ITIL-based process improvements within service desk environment, promoting best practices across team.
- Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
Education
Graduate Diploma - Information And Communication Technology
Auckland University of Technology
Auckland New Zealand06.2008
Bachelors of Business And Economics - Commerce And Economics
MKS
India03.2005
ITIL Version 3 And 4 -
Axelos
Auckland New Zealand03.2014
AWS Fundamentals -
Learning People
Sydney, NSW07.2024
Azure Fundamentals -
Learning People
Sydney, NSW07.2024
Jira Cloud Practitioner (ITSM And Software) -
Atlassian
Sydney, NSW08.2023
PMI Agile Certified Practitioner (PMI-ACP) – IBM -
IBM
Auckland New Zealand08.2014
CCNA Certification -
Learning People
Sydney09.2024
Advanced Diploma in Software Engineering -
Aptech
India03.2005
Skills
- IT Infrastructure Management
- Incident, Problem, Change, Service Request & CMDB specialist
- IT risk management
- ITIL Framework
- Disaster Recovery Planning
- Team Collaboration
- Documentation And Reporting
- Agile framework
- Operational Reporting
- AWS and AZURE Certification
- Cisco Network understanding
- ITSM tool - Jira, ServiceNow and Remedy expert
Gym
Regular workout to stay fit
Timeline
IT Operations Manager
Illion
08.2023 - Current
Service Delivery Manager
Till Payments
03.2022 - 02.2023
Service Delivery Manager
Spark
11.2016 - 03.2022
Service Catalogue Manager
IBM
11.2014 - 11.2016
Service Relationship Manager
Vodafone New Zealand
03.2014 - 11.2014
Problem Manager
Fujitsu New Zealand
01.2012 - 02.2014
Senior Service Desk Analyst
Inland Revenue Department
10.2008 - 01.2012
Graduate Diploma - Information And Communication Technology
Auckland University of Technology
Bachelors of Business And Economics - Commerce And Economics
MKS
ITIL Version 3 And 4 -
Axelos
AWS Fundamentals -
Learning People
Azure Fundamentals -
Learning People
Jira Cloud Practitioner (ITSM And Software) -
Atlassian
PMI Agile Certified Practitioner (PMI-ACP) – IBM -
IBM
CCNA Certification -
Learning People
Advanced Diploma in Software Engineering -
Aptech
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