Debabrata Mandal Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Managed a team of 20 IT professionals, including network admins, server admins, and helpdesk engineers.Oversaw the IT infrastructure, ensuring high availability and reliability of systems.Implemented process improvements resulting in increased efficiency and reduced downtime.Conducted vendor management activities, negotiating contracts and ensuring quality service delivery.Led asset management initiatives, maintaining accurate inventory and optimizing resource utilization.Managed multiple IT projects simultaneously, ensuring timely completion within budget and scope.Develop SAP training materials, conduct training sessions, and provide user support to ensure the successful adoption of SAP solutions within organizations.Provided leadership to the IT department, managing a team of technicians and administrators.Implemented network upgrades and security protocols, enhancing system performance and data protection.Developed and maintained disaster recovery plans, ensuring business continuity in case of disruptions.Conducted regular training sessions for staff on IT best practices and new technologies.Collaborated with cross-functional teams to align IT initiatives with business objectives.

Bengaluru Area, India

Managing day-to-day operations of the 27/7 service desk including working with technical team leaders to ensure accurate prioritizing and management of the life cycle of Incidents and Service Requests efficiently, with a high level of customer service and accordance with SLAs.Managed work schedules to ensure 100% coverage during the 24/7 support schedule.Define and Document Service Desk Standard Operating Procedures to drive efficiency and service improvements.Attend client service review meetings and work with the leaders to address all complaints, escalations, and continual service improvement initiatives.Interviewed, trained, coached, performance reviews, and disciplined employees.Managed and worked with Desktop Support, Data Center Support, Server and Application Operations, Development, and Network Team.

Bangalore

Ensure maximum FTRs (First Time Resolution Provided), and minimize partial/incomplete or wrong resolutions.Meeting the SLA compliance of the applications delivered by self and the respective team, complying (self and the respective team) with customer-specific processes, ITC specific.Attending and conducting project-specific training sessions.Technical Knowledge sharing sessions with peers, actively involved in employee interviewing, hiring, training, and evaluation.Creating/ Updating the SOPs (standard operating procedure) to step-by-step instructions compiled as per the client's requirements to help the team to carry out complex routine operations.

Raipur

Multi Vendor Technology Support Services, maintaining service agreements (SAs) with a growing list of desktop, server, networking and storage vendors.

Bachelor Of Technology (B.Tech.), Information Technology, First Class

Activities and Societies: Co-ordinate and Member of E-Cell at IIIT Bhubaneswar Member of The National Entrepreneurship Network (NEN) Core.

Diploma, Computer Software Engineering, First Class

Activities and Societies: Host for a Tech-Cult Function at C.V. Raman Polytechnic (2010-2011)