Shuvrojit Barua
- Role
- Assoc Manager - Infra Technology Specialist at Cognizant
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Shuvrojit Barua
With over 13.5 years of proven expertise in ITSM delivery, I specialize in enabling…
Experience
Assoc Manager - Infra Technology Specialist
Aug 2021 — Present
Responsible for the Management, Planning and Delivery of on & Off-Site IT management Services. Managing 90+ team members, including 5 tech Leads & 2 SMEs. Services included Delivery & Governance, Technical Support, Incident Management and Knowledge Management. Provided technical and operational expertise in policies and procedures. Also Responsible for Team Monitoring, Staffing, SD Hiring, PIP Plan, Performance Appraisals and Promotions. Additional Responsibilities at a glance - • Adhere to Customer KPIs and SLA, which includes - FLR, ASA, CSAT% • Span Monitoring - Monitor respective Tech Leads who is reporting under me & ensure their roles & responsibilities are met. • Regular interaction with clients. • Associate\'s Project Onboarding & Offboarding activities • Conducts hiring interview for Service Desk Role • Organizing and scheduling resources. • Constant monitoring Team performance, evaluation and feedback to the Management • Grievance Handling. • Counselling on regular basis for minimizing absenteeism and rate of attrition. • Carry out Tech Leads and Team members performance review at the regular intervals • Generate daily/weekly/monthly/quarterly/annual reports for the purpose of internal and external use. • Taking performance review of the team members at regular intervals. • Adhoc activities • Production Planning & Control, Process monitoring. • Assignment & review of workload, analysis of team performance and planning continuous improvement in performance, process optimization
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