Anupam Mandal
Senior Operations Manager @Tech Mahindra
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WORK HISTORY
Senior Operations Manager @Tech Mahindra
Hyderabad, IN
Service Delivery & Governance:Reviewed and approved comprehensive Delivery Plans, ensuring inclusion of all critical support processes and alignment with contractual KPIs.Acted as the primary escalation point for the Operations Manager on delivery, compliance, and performance matters.Oversaw the process health metrics, SLA adherence, and operational reviews to ensure business continuity.Drove stakeholder engagement and handled escalations and dispute resolution across business units.Led the reverse transition process during client exits, ensuring smooth knowledge transfer and risk mitigation. Project & Compliance Management:Managed QMS, ISG RARTP, PIA, ROPA frameworks and led timely completion of internal and external audits.Conducted root cause analysis and closed audit gaps effectively with corrective/preventive actions.Ensured accurate and timely updates to the Project Monitoring Reports (PMR), aligning with governance checkpoints.Maintained audit readiness across all delivery parameters and compliance dashboards. Resource & Capacity Planning:Oversaw project ramp-ups, backfills, and hiring plans based on client forecasts and PID alignment.Ensured timely provisioning of laptops, desktops, and other assets for seamless onboarding.Tracked and optimized monthly billability and capacity planning as per client mandates. Client Engagement & Reporting:Represented delivery operations in daily, weekly, and quarterly client interactions.Reported service health and performance metrics to Delivery Heads and senior stakeholders.Maintained transparency and trust through proactive communication, strategic updates, and data-driven insights. Strategic Planning & Transformation:Contributed to strategy planning, business continuity planning (BCP), and transition/reverse transition management.Drove performance rigor across POS, F&M, HRO, FMOC, and TCC functions.
EDUCATION
Adarsh Vidya Mandir - Bokaro Steel City
+2, Science (PCM)
Adarsh Vidya Mandir - Bokaro Steel City
High School, Science
Dr. D. Y. Patil Vidyapeeth
Master of Business Administration - MBA, Information Technology Project Management
Magadh University
Bachelor's degree, History
ABOUT ANUPAM MANDAL
Senior operations manager with 15+ years’ experience in IT Service Desk, Control Centre…
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