Arup Ghosh Email and Phone Number

Key Result Areas:  Driving Business Transformation (Combination of Automation, Six Sigma & Process Harmonization) in BU Conceptualized and implemented an innovative technology strategy supporting business development needs and market growth at a global level, while streamlining operations  Building automation framework and spearheading automation across Business Unit - Contact Center AI implementation, AI for Enrollment Operations, RPA and other tools implementation, BPAAS STP Improvement  Identifying and leading process improvement initiatives (Lean & Six Sigma) to enhance customer & employee experience  Capability Building - Train and mentors Black Belts & SQAs on emerging technologies, Tools, IT Processes, advanced statistical analysis, Business Process Re-engineering & Transformation techniques

Key Result Areas: Undertaking process definition, implementation and assurance for all product/ platform/ tool/ infrastructure in Wipro DOP to ensure zero customer escalation due to technology issue  Identifying and leading process improvement initiatives (Lean & Six Sigma) to enhance customer & employee experience  Defining service standards and guidelines as per global best-practices, Steering program management for all IT related processes / products / tools implementation in the BU (including Infrastructure, WFH Framework) Executed and mentored end-to-end transformation for 2 Wipro products encompassing requirement gathering, agreement with business stakeholders, DB design, UAT and Program Management Helped acquired entities to reduce cost by Platform Modernization, process improvement & resource optimization  Steered program management of Platform Re-engineering Project including requirement gathering, business analysis, transformation planning and reporting; improved straight throughput processing from 81% to 97% in 2 years

Key Result Areas: CMMI for development v 1.3 Level 5 certification for Unisys India – Gap Analysis, Process Definition, Implementation, Process Audit, Process Improvement, Manage CMMI assessment  Identified and executed 15+ organization improvement projects (Lean Six Sigma) across Unisys India Drive Customer Delight Program in Unisys which helped Unisys to improve CSAT by 30% in 4 years Analyse, set and revise (yearly) global SLAs for Unisys Product and Services  Defined and implemented Multisite Delivery Process, Transition Process, Agile Process, Metrics and High Maturity Process Managed Org Level MSPS-TFS implementation starting from requirement gathering, DB design, UAT & Program mgmt. Managed and trained SQAs, Metrics and Tools Team; facilitated Project Teams in Agile & Transition Processes Reviewed supplier (vendor) performance and initiated periodic Supplier Audits

Notable Accomplishments: CMMI for development v 1.2 Level 5 certification for PWC India – Gap Analysis, Process Definition, Implementation, Process Audit, Process Improvement, Manage CMMI assessment

Notable Accomplishments: Ensured smooth delivery and customer satisfaction of all assigned projects (35 projects, supporting 1500+ resources)  CMMI Champion and trainer for Kolkata Location  Identified 21 SLAs and implemented SLA based service management for a reputed client, which was benchmarked by the client for all vendors

Notable Accomplishments: Managed process compliance and deployment of QMS in all Asia Pacific Projects (Kolkata location) including project facilitation (sprint planning, estimation, execution & review), risk management, facilitate Burndown and metrics analysis

Notable Accomplishments:As Process Consultant (Leading Energy Company, UK) Defined and implemented processes in customer accounts (by tailoring TCS and customer processes)As Process Consultant (Acquired Entity, UK) Defined and implemented processes in Diligenta including Risks & Issues Management, Programme Planning Approach, Management Review, Communication, Reporting Mechanism, Escalation Process, Inter-group Co-ordination, Defect Prevention and Control, Document Review, Release, Configuration, Change & Service Level Agreement ManagementAs Quality Reviewer, Kolkata Location Managed overall process compliance and deployment of TCS – iQMS (ISO 9001, CMMI, BS 15000/ ISO 20000/ ITIL, BS7799/ ISO 27001, TBEM) for the assigned 21 projects

Six sigma project on design optimisation

Quality auditor VOC analysis