Shirshendu Mukhopadhyay Ex Hpe

Team Lead @Accenture

IN

Currently I am working as delivery manager at client location where in my prime responsibility is to manage the incidents, Service Requests and Problem tickets being raised by 45 countries spanning across Asia, Africa Australia and New Zealand.I am currently working on my ticketsas well as managing a team of 17 consultants from India and there are another 15 members from Philippines and Brazil. I Need to ensure that the team meets the SLAs and all KPIs like TAT, Same day resolution and no tickets in ageing bucket. Interact with the client on a daily basis and keep them posted on the ticket statuses and escalations if any. Being the first point of escalation, I also answerable for all escalations against my team if any and ensure timely delivery.I also manage the teams leaves, highlight the teams achievements and efforts, nominating team members for awards and recognitions, manage the cost pyramid of the team, finding suitable replacements, manage team attrition and retention, ensure knowledge or skill set enhancement of team.

University of Kalyani

MBA, Marketing - Major, IT - Minor