Arnab Bhowmick
Ashburn
Summary
Senior Service Delivery Manager with comprehensive expertise in technology operations management and team leadership at HCL Tech. Proven track record in executing AI solutions and IT infrastructure delivery initiatives, enhancing service delivery efficiency, and client satisfaction. Proficient in stakeholder engagement and strategic planning, fostering operational excellence across global IT infrastructures.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Service Delivery Manager
HCL Tech
05.2022 - Current
- Managing a team of dedicated resources, supporting the World Bank IT infrastructure spread across 180 countries. Supporting the dedicated Global Operations and Support teams.
- Implement the GenAI solution across delivery.
- Spearheaded Site Reliability Engineering adoption program by setting up framework, tools enablement, skill enhancements.
- Part of Global Technology SRE Council to establish standards, processes across the firm for Site reliability Engineering and Modern engineering practices.
- Mentoring and technical skill enhancement drives for team members.
- Daily connect with the key customer to ensure smooth running of Technical Operations.
- Year End customer feedback analysis and necessary solution path derive.
- Incident, change, Problem, availability and configuration Management
- Problem Management, RCA analysis, 3L5Y process definition and remediation.
- World Bank Group has main Office in Washington. HCL Tech provides support for Infrastructure (IT Infrastructure), Service Desk and Global IT Operations.
- Led cross-functional teams to implement strategic technology solutions.
- Managed vendor relationships to ensure service quality and compliance.
- Collaborated with senior leadership to drive organizational change initiatives.
- Leadership role in planning annual budgets for each department based on forecasted sales volumes.
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
Global Operations Manager
Cognizant Technology Solutions US Corp
10.2017 - 04.2022
- Led production operations for IT infrastructure services, enhancing service delivery efficiency.
- Managed cost estimates, vendor negotiations, and security/service management frameworks.
- Directed BCP/DR project management and ensured 24/7 production support for infrastructure and applications.
- Mentored team members to elevate technical skills and performance standards.
- Facilitated daily communication with key customers to maintain operational continuity.
- Served as change and problem management point of contact, providing guidance for team evaluation.
- Oversaw vendor relationships, negotiating contracts for optimal service agreements.
- Analyzed data trends to drive informed decision-making and improve processes.
IT Operations Manager
Cognizant Technology solutions India Pvt Ltd
04.2016 - 09.2017
- Managed team of 21 offshore resources for Tier 2 IT infrastructure support across Windows, Linux, O365, and Azure AD.
- Oversaw IT operations and support services for various client projects.
- Coordinated cross-functional teams to implement technology solutions effectively.
- Led incident management processes to resolve technical issues promptly.
- Mentored team members to enhance technical skills and knowledge.
- Maintained daily communication with key customers to ensure efficient operations.
- Administered Windows servers (2008/2012/2016/2019) and Active Directory, including installation and configuration.
- Executed incident, change, problem, availability, and configuration management while administering VMware.
Associate Specialist IT
Synechron Technologies India Pvt LTD
10.2015 - 04.2016
- Subject Matter Expert for Windows, Virtualization and Cloud Solutions.
- Incident Change and Problem Management.
- Vulnerability Management and team building.
- Administration of the Windows (Physical and Virtual) servers and new age implementations related to environment.
- Responsible for hardware remediation of the SAP Corporate Production environment.
- Responsible for building completely new Cloud Environment within the Virtual Landscape and Upgrade of Virtual Infrastructure
- Analyzed client requirements to develop tailored technology solutions.
- Managed documentation for project specifications and updates.
- Assisted in training new team members on protocols and tools.
Assistant Consultant
Tata Consultancy Services
01.2008 - 09.2015
- Served as Subject Matter Expert for Windows, Virtualization, and Cloud Solutions.
- Managed incident change and problem management processes to enhance operational stability.
- Led vulnerability management initiatives and built high-performing teams.
- Provided upgrade and operational support for IT infrastructure at Alcoa's New Kensington location and offshore.
- Oversaw hardware remediation for SAP Corporate Production environment, ensuring system integrity.
- Architected new Cloud Environment within virtual landscape, facilitating seamless upgrades.
- Directed migration of Genesis call solution from in-house data center to remote facility, including DR site transition to Azure cloud.
- Developed clear presentations to convey findings and strategies to clients effectively.
Technical Support Officer
Wipro Technologies
12.2006 - 04.2007
- Delivered platform support and infrastructure assistance for British Telecom customers.
- Managed incident, change, and problem processes to ensure efficient operations.
- Led vulnerability management initiatives while fostering team development.
- Provided technical support for hardware and software issues across various platforms.
- Assisted customers in troubleshooting network connectivity and performance challenges.
- Collaborated with cross-functional teams to address complex technical inquiries.
- Conducted remote diagnostics to identify system failures and propose effective solutions.
- Trained new team members on support protocols and best practices.
Senior Technical Support Officer
HCL Technologies
01.2006 - 11.2006
- Platform support team
- Incident Change and Problem Management.
- Vulnerability Management and team building.
- Infrastructure support for the client and customers of British Telecom as part of the core technical escalation team or advanced support group.
- Server Administration
- VMware Administration
- Provided technical support for complex software and hardware issues.
- Collaborated with teams to resolve customer inquiries effectively.
- Implemented process improvements to enhance service efficiency.
- Maintained documentation for technical procedures and solutions.
- Assisted in developing training materials for new support staff.
Technical Support Officer
IBM DAKSH
01.2004 - 01.2006
- Delivered infrastructure support for British Telecom clients as part of core technical escalation team.
- Administered servers and VMware environments to enhance system performance.
- Provided technical support for hardware and software issues across various platforms.
- Assisted customers in troubleshooting network connectivity and performance challenges.
- Collaborated with cross-functional teams to address and resolve complex technical inquiries.
- Managed incident change processes, ensuring efficient change management protocols were followed.
Education
Bachelor of Information Science -
Dr B R Ambedkar University
Agra12-2004
Skills
- Technology operations management
- Business development
- Team leadership
- Stakeholder engagement
- Talent acquisition
- Incident and problem management
- Change management
- Availability and configuration management
- Client relationship management
- Cloud migration strategies
- Production support services
- Infrastructure planning
- Automation and AI adoption
- Site reliability engineering
- IT infrastructure expertise
- Project planning
- Service solution development
- Client needs assessment
- Financial planning
- Strategic planning
- Service level agreements
Certification
- AWS Solution Architect Professional
- AWS Solution Architect Associate
- 70-413: Designing and Implementing a Server Infrastructure - Microsoft
- ITIL v3 Foundation Certificate in IT Service Management
Languages
English
Full Professional
Timeline
Senior Service Delivery Manager
HCL Tech
05.2022 - Current
Global Operations Manager
Cognizant Technology Solutions US Corp
10.2017 - 04.2022
IT Operations Manager
Cognizant Technology solutions India Pvt Ltd
04.2016 - 09.2017
Associate Specialist IT
Synechron Technologies India Pvt LTD
10.2015 - 04.2016
Assistant Consultant
Tata Consultancy Services
01.2008 - 09.2015
Technical Support Officer
Wipro Technologies
12.2006 - 04.2007
Senior Technical Support Officer
HCL Technologies
01.2006 - 11.2006
Technical Support Officer
IBM DAKSH
01.2004 - 01.2006
Bachelor of Information Science -
Dr B R Ambedkar University