Service Delivery Manager Global Service Desk SME Service Desk Solution Architect ServiceNow System Administrator ServiceNow Application Designer ITSM Process Implementer Field /Onsite Support Solution Designer Captive IT Support Manager Offshore Delivery Center Head Internal IT Support Director Client Support Senior Manager Admin & Operations Head Presales Solution Design Leader IT Infra Project Manager PMP IT Service Implementation Manager Program Manager MSP Identify & Access Management (IAM) Windows Active Directory Service ITIL Expert-PRINCE2-MSP-AWS-ISO 27001 Certified Web Design-SEO & Digital Marketing Expert
Name: Anirbaan Kar
Present Address: Kolkata
Phone: +91 98308 19028
Email: hireani @ gmail.com
20 years work experience in Service Delivery, Solution Design, Service Management. End user Support, Global Service Desk, Onsite Field Support Services, Captive Service Desk, Active Directory Service, Business Operations & Administration, Team & Resource management, Business & Service Management Process Design-Transition-Transformation-Deployment-BAU Operation Management & Captive IT Support. Specialized in…
Developing customized solution on Global Service Desk, Field Support / Onsite Support, Active Director Services for NA, EMEA, APAC customers leveraging various process improvement, resource optimization techniques, technology, automation & tools. Developed solution for projects worth M$5 – M$ 323+. End-to-end Global Service Desk Operations & Resource Management for NA, EMEA, APAC clients (including Implementation, Transition & Transformation, BAU operation).
Ongoing operations management of IT Infra & 24/7 End user IT Support for large enterprises from Offshore Delivery Centers (ODC) based on Service Levels (SLA / OLA). Services include BAU (business as usual), New Implementation, R&D, Continual Process Improvement, Process & Resource Optimization, Cost saving Initiatives, Automation, Transition-Transformation (T&T), Business Expansion support etc. Managed IT Operations supporting Monthly 100,000+ Incidents & 43,000+ Service Requests with 134 FTE in Offshore / Onshore model.
Ensuring On Time Under Budget delivery of Project deliverable always meeting Stakeholders’ requirements & aligning Program with strategic Business vision/goals. Projects include New Infra Setup, New Offshore Delivery Center setup, Process Transition & Transformation, Process Improvement, New Client On-boarding, Implementation of New Tool for process streamline, standardization, automation, cost saving, Support delivery Quality improvement, Increased FCR, Reduced MTTR, Enhanced Customer Satisfaction, making support service more agile etc.
11/2016 – Current
Senior Manager (End User Support & EUC Solution Architect, Service Delivery, Global Service Desk, Onsite Field Support, Captive End User Support Desk)
11/2010 – 11/2016
WPS Solution Architect (IT Support Specialist)
04/2010 – 11/2010
Team Lead – Systems Engineer
Solution design for Global Service Desk, Field Support / Onsite Support / Remote Support, Active Directory, Internal IT Support (Captive)
Management of IT Support Services for Large / SMB organizations from Offshore Delivery Center (ODC) on 24/7 support window in multiple languages. Managed 100,000+ Incidents with 134 FTE spread across various delivery centers (Bangalore, Kolkata, Manila, Cyberjaya, Budapest, Shanghai).
Managed EUC & IT Support, IT Implementation, Transition & Transformation Projects to ensure On Time Under Budget delivery of Services, Service transitions and Products those meet Stakeholders’ expectations and requirements.