Sumon Basu
Tech. Executive | A Facilitative Leader | AI Tools, Gen AI, Prompt Engineering & RPA Enthusiast | Data & Analytics | SAFe Agilist, PMP, CSM & ITIL | Exploring opportunities to utilize my Exp. in Tech. and Func. specs
- Role
- Associate Director - Software Engineering at LTIMindtree
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Sumon Basu
I am a strategic and visionary leader in the IT industry, currently serving as an…
Experience
Associate Director - Software Engineering
Nov 2022 — Present
Accountable and responsible for handling multiple customers and vendors globally in various areas of Operations and managing all aspects of services delivered in line with the contractual agreement for major clients globally, and focusing on customer satisfaction, best service experience, relationship management and SLA management.A variety of responsibilities- Governance of standards and participation in Service Support functions – Incident, Major Incident, Problem management, Change management, Release management, Request Fulfillment, Configuration Management, Service Level Monitoring, Availability and Capacity management and be the 3rd level escalation point of issues - Process Improvement: Supporting Data Infrastructure and Applications Operations process owners in identifying and implementing improvements to the performance of key in order to enhance customer experience- Working cross-functionally to translate business requirements into operational and business systems support requirements and validating the implementation of these- Manage resources (internal and external) responsible to deliver services and meet customer contractual commitments for more complex intermediate accounts- Coordinate and manage performance and SLA compliance of existing customer network includingavailability, MTTR, Customer Outage Time and chronic issues for nominated customers- Accountable for SLA reporting. Initiate / produce customer network reporting including monthly performance reports utilizing system-generated reports where available, bespoke or complex SLA compliance reports as required and ad-hoc reports to evaluate network needs- Recommend appropriate changes to the customer, based on the output from these reports to assure SLA compliance or risk mitigation- Drive implementation of technical solutions for issues identified in these reports.
Education
Calcutta University, Kolkata
Bachelor's degree, Pure Science
1994 — 1996
Sikkim Manipal University - Distance Education
Master of Business Administration - MBA, Information Systems
Sikkim Manipal University - Distance Education
MBA, Information Systems
2008 — 2010
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