Amlan Mukherjee Email & Phone Number

Kolkata, Wb, In

Kolkata Area, India

Kolkata, West Bengal, India

Kolkata Area, India

Kolkata Area, India

Handling Projects on WAN,LAN,WLAN,Unified Communication and IPT.Responsibilities as Project Manager at BT--------------------------------------------------------To ensure assigned projects delivered on time and on budget. To meet RFT (Rught First Time) targets.To check the scope and discuss with TDA to finalize the plan.To coordinate with the BSO team to prepare the offer.Ensure the offer gets approved by customer.Ensuring CPE and Access delivered on time.To complete the migration within the customer required time window.To ensure acceptance from customer.To ensure all documentations are closed with proper data.

Bhubaneswar

Experience in Project Management: DNIS Standardization ProjectAs a Contact Center ACD Team Leader I was responsible for Implementation and configuration of new DNIS in ACD replacing old format DNIS, Planning of DNIS code circle wise with help of my team members, disaster recovery plan, tracking and reporting rollout activities for each circle across the East hub. Key Responsibilities Setting project time scales and deadlines with client.  Holding weekly internal and external meetings on progress. Managing staff to ensure that all milestones are achieved within the agreed timeframes.  Ensuring effective quality control processes are in place to monitor deliverables produced. Responsible for identifying, analyzing, measuring and managing project risks. Data Center Migration ProjectResponsible for designing and making final plan for driving the DC migration project of client from Kolkata to Bhubaneswar. Provided leadership & guidance to project team and worked closely with the client to ensure minimal downtime while migrating all DC equipment of all domain i.e. Avaya Contact Center, Cisco routers & switches, CTI servers, Verint Voice recorder, EMC storage and Tandberg Tape Library to meet the needs of the client without impacting other areas of the project.Key Responsibilities Producing project definitions to include validated functional requirements, scope, roles, responsibilities, budgets, timescales and resources. Conducting regular impact analysis in order to assess the consequences of the project deliverables on other sections of the business. Holding weekly internal and external meetings on progress.  Ensuring effective quality control processes are in place to monitor deliverables produced.  Responsible for identifying, analyzing, measuring and managing project risks.

Kolkata

•Heading NOC with network elements, responsible for complete Service Management for all tracks. It includes Datacenter Management managing Avaya contact center products like CS1K, Avaya Aura Contact Center, CISCO Router & Switch, EMC Storage, Genesys Inbound & Outbound Products, Verint Logger & Veraz Media Gateways.•Maintaining day to day L1,L2 &L3 level activities of Avaya & Genesys set up and performs total Avaya & Genesys call center operations including 1> Self-service IVR, 2> Full-featured Routing to agents - Skill based, Agent based, Priority based 3> Real-time and historical reporting 4> Outbound- Predictive & Preview Dialing 5> Multi Media Contact Center Solutions- Email, Fax, SMS, Web & Chat •Maintaining the management and communication of incidents impacting SLAs. Responding to and coordinating recovery of operations in the event of an unexpected outage•Ensure ITIL compliance in all steps of incident management, problem management & change management processes. Also I work with central team towards continual service improvement scopes.•Managing Client operational calls and critical incident calls. Attending and presenting reports at service reviews. Handling escalations and client requests for information.•Coordinate & manage daily activities including planned events, provisioning, configuration, Service level discrepancies, Customer Interface Documents and contact responsibilities both internal and external. Confirm weekly, Fortnight, monthly and Quarterly activity reports are accurate and delivered, as required.•Ensuring approved policies, standards and procedures are followed in the NOC. Leading the strategic and tactical activities to provide on-going implementation of best practices. Creating vision and direction for the NOC while promoting team-work, fostering team pride and company spirit. •Team management including setting the G&O of my reportee, setting KRA for each member.

B.E., Ece, 8.09

B.E.

Education record