Souvik Panja Email & Phone Number

Pune Area, India

PMO-Track projects for timeliness, Quality and Cost alongside the project manager.-Track and highlight any gaps in resource trajectory, PPC & Cost of Delivery.-Align with Central risk management team for risk management activities inclusive of highlighting any risks as also drive the risk mitigation plan for risk closure.-Track & manage Delivery Maturity index for the account.-Resource capacity planning to align with the Organization objectives of Q-o-Q OpEx reduction and thereby boost Account profitability.-Revenue recognition on a monthly basis to track timeliness & cost alignment for the Program.-Responsible for managing the organization structure to align to Company norms that included activities ranging from aligning projects and programs as per Org definitions till the extent of managing SOC to the last leadership level.-Align the program to the organization governance structure and co-ordinate all governance forums with the stakeholders.Operations Management-Team management encompassing operations management as well as people management for L1 teams to ensure smooth delivery of executables.-Managing daily operations to ensure SLA management and adherence to Quality norms.-Oversee Incident management activities and drive problem management within the team for Service improvement.-Manage monthly scorecards and thereby manage personnel performance across all levels.-Ensure proper resource utilization and drive resource optimizationMIS/Reporting:-Manage a team of 6MIS/PMO associates-Responsible for all MIS/reporting activities encompassing reporting activities for operations management,-Service level management and delivery managementQuality Management:-Oversee proper functioning of the QA team and thereby facilitate analysis of BQ and TNI for the Analysts.-Identity, plan & drive Service improvement initiatives & Quality projects within the account.

Pune Area, India

-Periodical tracking of SLA’s as per contract.-Highlight gaps in contract and measurement techniques.-Early warning and Incident analysis for SLA adherence.-SLA reporting as per contract schedules.-SLA calculation reviews and co-ordinate new SLA onboarding in ITSM tool.-Incident audit for SL credit negotiation.-Responsible for drafting Client review and other management presentations.-Work in sync with Quality manager and other ITIL role managers to ensure better performance to customers and better levels of Customer satisfaction.-Drive SLA's within teams and liaise with Delivery managers to ensure SLA adherence.-Initiate and implement Service improvement initiatives for sustenance and improvement of SLAachievement

Bengaluru Area, India

-Set up MIS practices and manage PMO/MIS team of 5 executives across two locations in Bangalore.-Providing information (data and analytics) support in all forms to the management.-Analyzing Volume trends and suggestive schedules for three storage Queues.-Suggestive inputs for Monthly/Quarterly business reviews.-SOW GAP analysis.-Resource planning and requirement fulfillment.-Resource tracking and maintaining resource tracker on a weekly basis.-Initiated and implemented Performance incentive scheme across all delivery roles.-Incentive budgeting and Incentive policy documentation.-Drafted the BCP/DR plan, FMEA draft.-Suggestive inputs for Service delivery plan.-Been a part of NLI drive for Process optimization.-Initiated and implemented Leave management policy at project level.-Responsible for performance grading of engineers and TNI.-Initiated and designed reports for Process performance reviews and Engineer performance reviews.-Designed and implemented Process scorecards and dashboards for better traction.-Responsible for billing forecasts, monthly invoicing and SL credit calculations.-Working in close co-ordination with the Quality team to drive Process metrics.-Implemented changes in the existing MIS reports and practices for better data management and usability

Mumbai Area, India

-Managing Command Centre Operations of 16 MIS/RTA associates.-Volume Forecasting. Resource Planning & Stafflines for Voice and Non-Voice Queues, managing Window timings, -Seat planning and Seat Utilization.-Performed all support activities pertaining to Project MIS and Analytics support.

Mumbai Area, India

Worked as customer service representative for a US credit card company

Advanced Diploma In Business Administration, Finance, General

Bachelor Of Engineering - Be, Electronics And Telecommunication