Amitab Banerjee

Senior Service Delivery Manager
Location: Doha, Qatar

Education

1983/1995

High School at Father Agnel School

School
High School • Father Agnel School • India • 1995 • 88% (PCM ~94%)

1996/2000

Bachelor of Engineering at Nagpur University

BE Electronics Engineering
Major in Electronics • Nagpur University • India • 2000 • 68%

2010/2012

Master of Business Administration at BITs Pilani

MBA Consultancy Management
Major in Consultancy Management • BITS Pilani • India • 2012 • 9.5

2018/2019

Executive Leadership Training at IIM Bangalore

IIM B • India • 2019

Experience

2012/Till date

Service Delivery Manager / Head of Managed Services and Business Operations at Larsen & Toubro Technology / Mediakind

 As a P/L owner, Successfully Transitioning, Transforming, Managing and executing E2E delivery of OTT/IPTV multi-year, multi-vendor Managed Services and Technical Support customer contracts globally (> 20 MN USD value in YoY revenue) for Telco, Cable operators, Tier 1 Direct to consumer Sports using Mediakind flagship Live On Demand Cloud/On Premise Streaming solutions.
 Managing and creating dynamic 24×7 shift operations with a strong 50+ remote/onsite team covering 24×7 Monitoring and rapid response, Incident, Problem and Emergency Management, Day to Day operations, Regression and API test Cycles, Life Cycle Management based on sprint cycles and Contractual customer reports.
 Managing High available Production, Staging data center comprising of Application Servers, Switches, Routers, Firewalls, Storage and Loadbalancers for the E2E Solution including Day to Day operations, Fault Management, RMA, Inventory and Capacity management (including cloud), EOS/EOL planning, Life Cycle Management, Disaster recovery planning and Contract execution/SLAs.
 Handling day to day customer and vendor discussions, relationships, governance, and escalations.
 Understanding critical field issues and liaising with Product and Vendor teams, next level support for joint troubleshooting and faster resolution of issues using feedback loops.
 Administrating and prioritizing Incidents, Bug queue in real time using Incident Management & BI to monitor Incident, Service Request, Change Request.
 Prioritizing backlog in daily standups with next level support and product team agile sprint planning in line with customer SLA commitments.
 Keeping abreast of new feature roadmap and prioritizing customer backlog of key contractual committed Product Features and Functionalities in close coordination with Product Management.
 Implementing & improving Standard Operating Procedure, Playbooks and Knowledge base based on Industry best practice to execute repeatable and measurable processes and drive continuous improvements in policies, practices, and procedures on an ongoing basis.
 Tracking Service credits for customers based on monthly Availability and Service Level KPIs for customers.
 Managing 3PP Vendor contracts, budget and back-to-back SLA definitions for IT Infrastructure and applications.
 Created organization wide handover checklist to ensure execution of proper hand-over from Project and Product teams to Managed Services and Technical Support organization.
 Driving automation of Test cases, operational use cases, self-healing around critical alerts for system level self-recovery and issue resolution.
 Implementing and Integrating E2E Monitoring Solution using Prometheus, Zabbix and AI tools to capture real time alerts application hardware alerts and issues.
 Hands-on experience in managing financials. Monthly revenue and cost burn to ensure healthy YoY margins.
 Creating Business Continuity Plan and periodical checks to ensure 24×7 seamless operations across customers.
 Driving various Operational Process such as Root Cause Analysis, Change Management, Access Management, Knowledge Management, Business Continuity Plan, Access and Configuration Management, Capacity Management, Emergency Handling, Event Management, Incident Management, Problem Management and Request Management, SoC2 Audits and their adherence, bringing in improvements based on industry best practice ITIL standards.
 Driving Customer Satisfaction (CSAT) during operations and support to ensure customer delight.
 Involved in E2E Media Presales Solution Support, Business Development and contract and pricing reviews for Turnkey Managed Services and Technical Support Proposals (SaaS, Hybrid, On premise) by creating Statement of Work, Solution Proposals, BOM, Costing and RASCI using Remote/Hybrid Delivery models and by bringing in value proposition and operational efficiency for customers.
 Participating in Customer Demos and workshops.
 Involved in key Organizational Strategic and Operational initiatives to improve Efficiencies ensuring operational excellence by successfully achieving key goals for Alert misses < 5%, MTTA 80%, on production platforms.

2017/2019

Head of System Integration and Technical Support, Delivery Manager, Project Manager – Telco & Media at Ericsson Global India

 As a Remote Delivery Head built and managed a 50+ strong remote team of Technical Support engineers, System Integrators and Solution Architects handling Global and Domestic Telco and Media customers.
 Successfully planned, transitioned and onboarded In house remote Support Engineers and integrators within predefined timelines using knowledge management, trainings and competence ramp up plans and drove cross functional Product and Technological Synergies within teams to increase productivity.
 Managed successful and timely delivery of E2E complex Global Customer Turnkey Telco & Media System integration and customization projects from remote delivery center keeping Scope, timelines, budget and risks in control.
 Handled round the clock multi product multi-vendor Technical Support Incident handling (L1/L2), Hardware RMA for global customers including 24×7 Emergency handling and Escalation procedure for their E2E (SaaS/Hybrid/On Premise) Telco & Media Solutions focusing on product backlog, ageing, bug resolution time and prioritization with product management and vendor teams ensuring SLA adherence by real time administration and prioritization of Incident queue using Incident Management & Business Analytics.
 As a process owner ensured process adherence and process improvements around Incident, Problem, Emergency Management and successfully rolled out and drove key ITSM modules such as Root cause analysis and Change management across organization.

2012/2017

Engagement Lead, Delivery Manager, Solution Architect – Telco and Media at Ericsson Global India

 Global delivery center Engagement Lead, managing demand pipeline, business owner and Escalation point of contact for Ericsson Global India Telco & Media business for a 100+ remote delivery and support team.
 As a Solution Architect involved in Technical Presales Support, Solutioning and Consulting roles for various global multimedia Telco/IPTV/OTT TV System Integration, Customization and Applications projects.
 Successfully transitioned remote delivery, support and labs for global customers to Global Delivery Center at India.
 Managed budget and drove profitability by resource forecasting and planning by minimizing bench, metric-based monitoring and audits for project and support health and risk mitigation, improving on support standard procedural guidelines and by industrialization of integration, customization and support work packages with a blend of right shore deliverables across customers.
 E2E Lab owner and drove deployment automation and Third-party Encoder solution conformance Testing.
 Leading the Ericsson Value Architecture Telco Consulting initiative which is an Ericsson Enterprise grade framework/Tool (based on best practice industry standards such as TMForum, TOGAF and ITIL) used for Solutioning, Requirement analysis and designing.

2009/2012

Delivery Manager, Project Manager, Solution Architect - Telco & Media at Nokia Solutions Networks

 As one of the Solution owners for Telco & Media domain business played a key role in defining converged OTT, IPTV Product Road map.
 As a Solution Architect involved in Technical Presales support, Solutioning and Consulting for Global Telco and Media Projects.
 As a Global Delivery Manager successfully scoped, managed E2E System integration, POCs, Pretrials, UI and Backend application customization project execution and deliverables per defined timelines comprising of Nokia and Third-Party Media products for global customers with 100% milestone, timeline adherence and risk mitigation from remote inhouse and partner teams.
 Involved in Multi-Vendor discussions for E2E Application Integrations.
 Post Go Live managed 24×7 round the clock L1, L2 and On Call Incident and Problem handling for Nokia and Third-party products including Third Party hardware fault management for global media customers from remote teams.
 Created STB certification test strategy with backend platform and successfully onboarded Albis, Motorola and Sagemcom boxes and other STB variants.
 Successfully evaluated, On boarded and Managed multiple remote Partners for delivery of projects and L1/L2 Technical Support based on based on demand pipeline using Statement of Work, Work Package based and Time and Material models.

2001/2009

Consultant, Project Manager, Tech Lead, Developer – Telco, Utility and Media at Siemens IT Solutions and Services

 Involved in customer facing Consulting, Project Management, Tech Lead roles for Telco, Media and Utility customers.
 As a Consultant and Project manager with a team of 10+ developers, integrators delivered the critical pricing, charging and billing modules using COTs Oracle Billing and Revenue management product for various domestic DTH, IPTV, Broadband, Cable, Radio media customers which included complex migration and integration with underline south bound Middleware and DRM systems.
 As a Tech Lead with a team of 20+ developers and testers, involved in delivery of commercial grade E2E GSM Telco and Utility Inhouse Prepaid and Postpaid /Converged Product development and deployment for domestic and global customers using Waterfall and Iterative Waterfall software models for critical CRM, Pricing, Charging, Billing, Payment, Provisioning and Mediation modules.
 Implemented best practices around coding and quality assurance guidelines and processes, Enabling organizational goal to achieve CMMI Level 5 certification.
 Determining and overseeing consistent testing, evaluation, and troubleshooting of all products in all stages of completion to ensure zero critical, major bug creep on Production.
 Delivering software products to customers and performing regular checks on the products performance with increasing load parameters.

• IT/Technology
• Updated 3 years ago

Only Employers can view Contact Details. Request Access