Subrata Sarkar Email & Phone Number

Sydney, Australia

My team is focused on building upon deployment and implementation capabilities across a broad range of security-focused technologies. Some of the key drivers are: • Be responsible for deploying security changes across a broad range of Telstra’s networks and platforms including but not limited to firewall systems• Build upon current capability and expand services for an increasing scope of deployment needs within Security Engineering• Manage the overall team planning, supervise team members, governance of activities within to ensure that team resources are used effectively and projects are implemented in accordance with project plans and budgets• Drive end to end digital certificate management process for devices in scope of security engineering• Drive the problem management function for teams in security engineering to continuously reduce incidents, improve end to end cycle time and deliver an improved customer experience.

Sydney, Australia

Responsibilities include driving escalated incident and problem management to achieve platform stability, measuring end-to-end customer experience, driving opportunities for automation to optimize and reduce incident volume, life cycle EOL platforms and improve compliance rating of the team in different audits.Main duties: • Run internal forum to drive resolution for escalated incidents and problem management function for internal and external cloud customers• Run weekly forum with service desk to understand why customers are calling and find ways to reduce incident volume and repeat calls• Lead and conduct preparatory work for ISO9001:2015 audit of problem management • Perform advanced analytics using Splunk and Tableau and generate insights for senior management stakeholders• Coordinate and run Business Continuity Plan (BCP) test activities for internal and external cloud teams• Design local risk register and set practices that ensure compliance to overall Telstra risk management framework and cater for recommendations from ISMS audit• Liaise with engineering for prioritizing upcoming fixes and new deployment to ensure operational priorities are in line with development work• Drive setting of proactive monitoring using automated scripts, Splunk dashboards for areas not covered in standard monitoring tool• Prepare FAQ, training material and conduct training on end to end incident management, problem management and change management process to the team• Publish and present Monthly, Quarterly and on demand service performance report (SPR) to senior managementOutcome achieved:• Incident volume reduced by over 40% (YonY)• Average cycle time (MTTR) reduced by 50% (YonY)• Average aging of faults came down from weeks to under 3 days• Success in change deployment rate uplifted to over 98%• Achieved ISO9001:2015 certification for problem management in cloud

Centurion, South Africa

• Single point of escalation for customer on incidents, problems and any managed services delivery issue• Take ownership for coordination amongst management stakeholders and execute effective status communication during critical incident situations or service outages• Drive post incident reviews (PIR), prepare and share formal reports with senior management stakeholders on major incidents• Prepare and present monthly and quarterly service performance reviews (SPR) to customer and negotiate penalties if applicable• Review and drive CSI initiatives around the core operation and transition processes - incident, problem, change, release and SLM• Contribute in CAB as a key stakeholder to ensure accurate prioritization and sufficient impact assessment is performed before a change is approved• Drive problem management process to ensure effective root cause analysis (RCA) activities are executed and a formal report is delivered to customer where applicable• Lead the transition project to set up a remote delivery centre in Egypt for Telkom SA managed services project in South Africa• Facilitate and conduct joint discovery activities with customer on new solution specification, testing and operational readiness etc. • Conduct ITIL training to local staffs, coordinate service management audits with internal and external auditors on ISO9001, ISO27001 and IT GRC etc.• Tools used: 1. IPACCMAN (Telkom proprietary IT Service Management tool) 2. iNOC (Huawei developed end to end service management tool) 3. HP Service Manager (9.4) 4. BMC Remedy

Centurion, South Africa

• Manage Front Office (FOH), Back Office (BOH) and the OSS team with main focus over achieving, sustaining and further improving the agreed contractual KPI for managed service customer• Restructure the Front Office (FOH) and ensure required processes and job description for the roles are in place and communicated to all• Own and drive improvement in MTTR KPIs ensuring the expected level of service availability and maintainability is delivered• Review and take actions on all the network changes under change control guidelines and interact with CAB/ECAB as the key stakeholder• Take full responsibility for the network performance, build improvement plans (SIP) and drive actions across teams• Perform resource planning for the NOC, assist project director & regional office in budgeting and drive cost optimization within the organization• Actively manage supplier/vendor performance and drive remedial actions if any risk to operational delivery has been identified• Provide the project director & regional office with reports of NOC performance as per agreed schedule

Centurion, South Africa

• Manage performance in incident/fault handling and drive SLA assurance amongst all relevant parties to deliver an improved customer experience• Periodical service performance review with customer as an assessment against contractual deliverables • Build unified change management process and ensure all changes are executed according to the process• Analyse the work load in 24x7 surveillance and level1 service desk area to drive service improvement at the frontline• Build and document emergency service restoration and support process to ensure operational compliance to business continuity plan (BCP) requirement• Lead monthly and quarterly service quality inspections of all core application services and drive resolution of identified issues proactively• Coordinate deployment of new releases or version upgrades to fix known release bugs/errors of current production environment• Drive integration, commissioning and configuration management of service nodes in OSS platforms• Build and run appropriate skill enhancement and transfer plans to ensure proper delivery of service knowledge is done

Bangladesh

• Lead and coordinate the O&M activities of VAS and data service elements• Lead the daily report and health check automation project• Assist the sales and development team on functional requirement specification for new services• Document and implement the operational level agreement (OLA) between internal parties to ensure a better end user experience within the scope of SLA.• Vendor management as per annual maintenance contract in a multi-vendor environment• Regular and periodical health check of servers, interconnecting nodes and applications• Capacity expansion and service integration activities jointly with development and planning team

Dhaka, Bangladesh

• Lead the IN&VAS team dedicated for managed services operations• Manage resources, prepare job description (JD) and actively participate in recruitment process with HR• Ensure all incidents and problems are logged, handled and resolved as per agreed SLA and service KPIs are met• Conduct Post Incident Reviews (PIR) and generate the formal report for senior management and customers• Lead activities in the CAB and ECAB as the technical SME to ensure that all changes are recorded, reviewed, roll back plans are tested to deploy changes with no or minimal impact to business• Assist sales team in identifying new business opportunities and contribute in writing business case• Coordinate audit activities with internal as well as external auditors to ensure operational compliance to industrial standard such as ISO9001, ISO27001 and business processes like BCP, IT Risk Management etc.• Write Standard operating procedure (SOP), set maintenance check standards, prepare and run service improvement plans (SIP) for critical service applications & systems• Ensure all performance reports are being generated in time and delivered to the related stakeholders

Chittagong, Bangladesh

• Planning and configuration of SS7 and R2 Digital signaling and V5.2 interfaces• Analyze traffic pattern and execute link/device load balance• Daily maintenance and troubleshooting of core network NEs• Daily report analysis and trouble ticket handling• Coordination among related departments and multiple vendors• Configuration management to meet new business requirement• Execute changes in the network as per business needs and change management guidelines

Dhaka, Bangladesh

1. Maintenance of Satelite communication equipments2. Develop the computer network for office premises3. Find optimization scopes for performance enhancement

Cert Iv In Training And Assessment, Training And Assessment

Successful completion of this course qualifies the learner to provide training in the vocational training sector and equip with the skills.

Diploma In Information Technology, Project Management, Sdlc, Virtualisation, System Adminitration

A 12 months diploma that addresses the following areas of Information technology: 1. Hands on project management 2. SDLC 3. System.

B.Sc. Engineering, Computer Science & Engineering

Four years Bachelor degree.