Moumita Mukherjee

About Moumita Mukherjee

A results-driven IT professional with over 16 years of experience, currently serving as the Service Delivery Manager for IBM i Product Support – APAC Shift. Adept in both technical delivery and team leadership, with deep expertise in IBM i (AS400) systems and Mainframe (Z/OS) application development. Proven track record in managing enterprise-level software product support while ensuring service excellence, customer satisfaction, and operational stability. Key Responsibilities:• Leading end-to-end service delivery operations for IBM i customers globally during the APAC shift.• Managing critical customer escalations, ensuring swift resolution and high customer satisfaction.• Handling stakeholder engagement and providing regular leadership updates on team performance, escalations, and continuous improvement efforts.• Overseeing people management for a high-performing team, including:o Performance reviews and appraisalso One-on-one mentoring and career coachingo Driving talent development and upskilling initiatives• Spearheading process enhancements and playing a key role in the setup of a new technical support team in India.• Ensuring operational excellence by monitoring and driving adherence to SLAs, KPIs, quality benchmarks, and compliance standards. Strengths & Leadership Qualities:• Strong interpersonal and communication skills, with the ability to collaborate across global teams.• Proven capability in team building, mentoring, and guiding technical professionals.• Focused on continuous improvement, driving customer satisfaction and service stability.• Hands-on experience in managing critical production environments under pressure.• In-depth understanding of ITIL-based service management, infrastructure support, and operational frameworks.• Excellent analytical thinking, with strong problem-solving and decision-making skills.• Demonstrated success in cross-functional collaboration with technical, business, and executive stakeholders.

Experience

1. Manager, Ibm i Global Product Support, Apac Delivery Manager

   IBM

   May 2023 — Present · Bengaluru, IN

   A results-driven IT professional with over 15 years of experience, currently serving as the Service Delivery Manager for IBM i Product Support – APAC Shift. Adept in both technical delivery and team leadership, with deep expertise in IBM i (AS400) systems and Mainframe (Z/OS) application development. Proven track record in managing enterprise-level software product support while ensuring service excellence, customer satisfaction, and operational stability. Key Responsibilities:• Leading end-to-end service delivery operations for IBM i customers globally during the APAC shift.• Managing critical customer escalations, ensuring swift resolution and high customer satisfaction.• Handling stakeholder engagement and providing regular leadership updates on team performance, escalations, and continuous improvement efforts.• Overseeing people management for a high-performing team, including:o Performance reviews and appraisalso One-on-one mentoring and career coachingo Driving talent development and upskilling initiatives• Spearheading process enhancements and playing a key role in the setup of a new technical support team in India.• Ensuring operational excellence by monitoring and driving adherence to SLAs, KPIs, quality benchmarks, and compliance standards. Strengths & Leadership Qualities:• Strong interpersonal and communication skills, with the ability to collaborate across global teams.• Proven capability in team building, mentoring, and guiding technical professionals.• Focused on continuous improvement, driving customer satisfaction and service stability.• Hands-on experience in managing critical production environments under pressure.• In-depth understanding of ITIL-based service management, infrastructure support, and operational frameworks.• Excellent analytical thinking, with strong problem-solving and decision-making skills.• Demonstrated success in cross-functional collaboration with technical, business, and executive stakeholders.

Education

• Dr. B.C. Roy Engineering College

  Bachelor of Technology (B.Tech), Information Technology

  2005 — 2009

Skills

• Brms
• Robot
• Server Admin
• Db2
• Ibm Iseries