Binod Gupta Email & Phone Number

Certified Six Sigma Black Belt Support Leader with Over 13 years of experience in successfully managing business operations across People Management, Project Implementation, Application Support, Enterprise Product Management & EUC Support, IT Engineering & Operations, Training, Data Analytics, Transformation and Team Leadership● Excellent experience of building high performing teams from ground up that excel in delivering business value with high morale & low attrition, recruiting, leading, training and monitoring the team members for maintaining excellence in the service operations● Insightful knowledge of business process analysis and optimization to support customer experience objectives● Exhibited leadership across business functions with expertise in driving improvement best practices, developing methods & upgrading processes to improve overall efficiency● Rich experience in managing business continuity plan and implementing best practices across processes operations within delivery frameworks● Champion Change management leading successful shaping & automation of application support, product operations● Extensive exposure into Vendor and Stakeholder managementKey Result Areas: Responsible for People Management, Defining OKR's and Driving Roadmaps, Productivity, Employee Morale, Resource Allocation and Utilization, Projects, Team Motivation and Skills training Responsible to reduce the risk of redundancy  Establishing & reviewing performance scorecards & metrics, allocating and scheduling work, developing, and driving action plans and sharing the same with top management; reviewing hygiene parameters on productivity Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement Defining Business Objectives mapped with OKRs and critical support metrics that defines the overall Customer Satisfaction Manage Internal and External customer experience, drive Continuous Service Improvements thereby drive increased Customer Satisfaction Leveraging Tableau/BI solution to Proactively monitor client queries and reducing aging issues; enhancing client satisfaction by timely resolution of issues/escalations; preparing & publishing presentations & analysis to determine root cause of queries Collaborating with Engineering, Product management, Architects, and other global teams to drive customer success and automation Implement Support Practices and drive Automation within ITSM framework

Listed skills include Itil, Active Directory, Windows Server, It Service Management, and 8 others.

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  Guwahati University

  Bachelor Of Commerce (B.Com.)