Soumitra Ghosal
Leading IT Service Desk (Managed Services) and Customer Support @ Infosys I MBA I PMP® I CSM® I Ex IBM, Ex Concentrix, Ex Wipro
- Role
- Global Lead Coh (Client Ops Head) at Infosys BPM
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Soumitra Ghosal
A seasoned professional in Operations Management with 19+ years of experience across BPM and IT Service Desk managed services. Industries managed include Telecom, Utilities, Retail, Food, Travel, Manufacturing and Technology.Proven track record of leading large global teams (400+ FTE), managing high-revenue TCV portfolios, driving AI-led transformation to improve efficiency and CX excellence. Tenacity to deliver under pressure to sustain SLAs/KPIs, financials and zero penalty operations.Expert in L1, L1.5 service desk (Managed Services), customer service operations, technical support (voice and chat), transitions, RFPs and solution design, P&L management, stakeholder governance and continuous improvement across multi-geo delivery environments.
Experience
Global Lead Coh (Client Ops Head)
Jun 2024 — Present · Pune, IN
Global Client Operations Head – Multiple portfolios (Service Desk)Leading 10 global service desk portfolios across multiple geographies with. • Accountable for end-to-end delivery governance, financials, compliance and client satisfaction• Led 4 complex global transitions adding revenue growth as incremental TCV• Drive AI-first delivery strategy aligned to productivity, CX, secure by design policy and cost optimizationKey Achievements:• Implemented Agentic AI (Genesys + ServiceNow) delivering 30% incident reduction• Generated client savings through automation and self-service• Leveraging in-house DTS capability to automate email app support for Salesforce• Partnering with Audio codes to bring AI led multilingual support, reducing effort cost on a new deal• Maintained zero penalties and audit deviations
Education
Bachelor Of Computer Application
Bachelor of Computer Application
Savitribai Phule Pune University
Masters of Business Management, Operations Management
2017 — 2019
MSBTE
Diploma in Electronics and Communication
Skills
- Training and Quality Framework Deployment
- Knowledge Transfer and Transition
- Innovation Through Tools and Technology
- Lean and Six Sigma
- Operation Management of T&Tq in Busines
- Training
- Quality Assurance
- Management
- Team Management
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