Sayantan Bandyopadhyay

Software Architecture & Technical Leadership

Led software architecture design initiatives to enhance system scalability, performance, and reliability.
Spearheaded integration of emerging technologies into existing frameworks to drive innovation and efficiency.
Boosted application reliability by designing robust error-handling systems and implementing automated testing procedures.

Mentorship & Team Development

Mentored and coached junior engineers, fostering technical skill development and knowledge transfer.
Encouraged a culture of innovation by promoting experimentation with cutting-edge technologies.

Performance Optimization & Monitoring

Analyzed system performance metrics to identify bottlenecks and implement optimization strategies.
Maximized system uptime through proactive issue detection using advanced monitoring tools and rapid incident resolution.

Collaboration & Stakeholder Engagement

Partnered with stakeholders to define technical requirements, project scope, and deliverables.
Worked closely with global customers to troubleshoot complex software issues and ensure seamless service delivery.

Operational Excellence & Strategic Initiatives

Streamlined operational processes to enhance productivity and reduce costs across departments.
Developed and implemented strategic initiatives to improve service delivery and operational cohesiveness.
Established performance metrics to evaluate effectiveness and drive continuous improvement.

Leadership & Resource Management

Led cross-functional teams to optimize resource allocation and workflow efficiency.
Managed vendor relationships, negotiating contracts to support business needs and cost savings.
Oversaw budgets and resource allocation to maximize impact on business objectives.

Problem-Solving & Quality Assurance

Completed code debugging, root cause analysis, and program reviews to ensure high-quality deliverables.
Collaborated with project managers, developers, and QA teams to resolve technical issues promptly.

Onsite Team Lead

Led a team of professionals to achieve project goals on time and within budget constraints.
Facilitated staff development programs aimed at enhancing technical skills as well as leadership capabilities among team members.
Conducted regular performance evaluations, providing constructive feedback to promote professional growth within the team.

Problem, Change & Release Management

Raised, planned, and implemented change and enhancement requests to ensure smooth deployments.
Attended weekly and emergency CAB meetings, coordinating with cross-functional teams to schedule changes.
Executed weekly and ad hoc changes, documenting all implementations for audit and future reference.
Participated in end-user application testing during new version releases and deployments.
Identified production issues, performed root cause analysis, and collaborated with development teams for permanent fixes.
Reported recurring issues and provided detailed analysis with relevant logs to drive long-term solutions.

Incident & Event Management

Managed incident lifecycle from detection to resolution, ensuring compliance with SLAs and OLAs.
Classified and prioritized incidents, assigning them to appropriate teams for rapid service restoration.
Communicated outage updates to users, clients, and management throughout incident resolution.
Monitored and tracked incidents, reporting progress and status to business stakeholders.
Led team interventions during complex incident resolution to minimize downtime.

Metric Governance & Reporting

Generated and presented availability reports for 86+ applications to client leadership.
Delivered scorecard reports measuring operational performance against enterprise SLAs and predefined service metrics.

Client Engagement & Process Improvement

Collaborated with Client Business team to gather requirements and translate them into actionable project plans.
Led cross-functional teams to deliver technical solutions on time and within budget.
Developed and maintained project documentation to ensure compliance with industry standards.
Implemented process improvements to enhance operational efficiency and reduce downtime.

• Worked as the Team lead and point of contact for Digital Ops Command Center for proactive monitoring and incident & outage management at offshore.
• Managed a team of 15 in offshore who provided 24X7 support to the web applications for Ameriprise Financials.
• Classifying, prioritizing incidents and assigning them to appropriate teams to get them looked into to get the failed services back as soon as possible
• Tracking the incident throughout its life cycle from opening to closure and monitoring and reporting its progress, status to the business and management.
• Manage the team to monitor incidents, intervene as appropriate when incident resolution is becoming complicated
• Acting as the liaison between Business, Vendors and Technology support teams.
• Customer: Ameriprise Financial Inc.

• Working closely with Country business and In country Citi tech teams to work as a bridge between TCS tech team and business team.
• Having periodic meetings with country business team and L1, L2, L3 and Product team to provide resolution to the incidents created by the country business team.
• Review incidents and work closely to stop the inflow of the tickets and meet the target of Incidents counts
• Review changes assess the impact and coordinate the changes to country business teams to have smooth implementations.
• Involve in triaging of an incident and a bug and liaise with different lob teams to fix the issue.
• Work with teams to verify the SOPs created for repetitive actions.
• Led a team of 8 to create In-house Citi-Alert tool and migrated the Alerting mechanism which reduced a huge cost for the client.
• Kept the users, clients, management well informed by sending notifications all through the outage period and resolving Incidents within the specified Service Level Agreements/Operational Level Agreements
• Classifying, prioritizing incidents and assigning them to appropriate teams to get them looked into to get the failed services back as soon as possible.
• Customer: Citigroup, Citicorp Services Inc. (APAC, EMEA, NA (North America), LA (Latin America))

• Worked as the Team lead and point of contact for Digital Ops Command Center for proactive monitoring and incident & outage management at offshore.
• Managed a team of 10 in offshore who provided 24X7 support to the web applications for Ameriprise Financials.
• Classifying, prioritizing incidents and assigning them to appropriate teams to get them looked into to get the failed services back as soon as possible
• Tracking the incident throughout its life cycle from opening to closure and monitoring and reporting its progress, status to the business and management.
• Manage the team to monitor incidents, intervene as appropriate when incident resolution is becoming complicated
• Acting as the liaison between Business, Vendors and Technology support teams.
• Customer: Ameriprise Financial Inc.

• Problem, Change, Release Management:
• Raising, planning and implementing change and enhancement management.
• Attending weekly and emergency CAB meetings and working with various teams to schedule changes
• Performing/implementing weekly and ad hoc changes and documenting the changes for future reference
• Participating in end user application testing during new version release and deployment.
• Identifying issues in the production and reporting them to development team with analysis and relevant logs
• Performing root cause analysis and following up with the Development team for permanent fixes
• Reporting recurring issues to the development team for permanent solutions.
• Onsite Digital Ops Command Center lead:
• Worked as the lead and point of contact for Digital Ops Command Center for proactive monitoring and incident & outage management in Client location (Minneapolis).
• Focus of the team I led was on the proactive monitoring using enterprise approved tools (Gomez, HP Diagnostics, Sitescope, Kibana) and provide higher availability for the client facing and advisor facing applications for Digital Technologies.
• SPOC for Change Readiness Review:
• Worked as a SPOC for the Change readiness review which is the process incorporated by the operations team to review the changes in Digital Technologies scope to minimize the number of unauthorized and failed changes in the environment.
• Focus was more on documenting the changes in detail, review the key parameters before and after change and reduce the number of emergency changes which was caused by the normal release.
• Customer: Ameriprise Financial Inc.

• Application Support Lead:
• Providing 24×7 production support to Ameriprise Financials’ global online client facing website and internal applications for the financial advisors. As a team we have supported more than 65 web applications.
• Diagnosing problems in production environment and resolving them on priority basis.
• Application troubleshooting to fix the issues faced by clients, traders
• Checking user-side, server-side logs and resolving connectivity issues, application specific problems.
• Proactively monitoring the applications, services and the underlying infrastructure, identifying issues and promptly escalating them to appropriate teams and get them resolved to ensure seamless functioning of the entire platform.
• Reporting the application bugs to the development team with the analyzed application logs.
• Dealing and working with external vendors like Thompson Reuters, Barclays, Ebix, Checkfree in the event of issues with the third-party apps.
• Automating repeated tasks/day to day task from support perspective.
• Working on tickets received via Service-Now on priority basis as per KPI guidelines.
• Incident and Outage Management:
• Acted as a first point of contact/interface for the business, eSales during outages and major incidents.
• Classifying, prioritizing incidents and assigning them to appropriate teams to get them looked into to get the failed services back as soon as possible
• Tracking the incident throughout its life cycle from opening to closure and monitoring and reporting its progress, status to the business and management.
• Manage the team to monitor incidents, intervene as appropriate when incident resolution is becoming complicated
• Acting as the liaison between Business, Vendors and Technology support teams
• Investigating and diagnosing incidents and documenting troubleshooting methods and resolution procedures and creating knowledge articles
• Engaging development and other technical teams to get the major incidents resolved as quickly as possible
• Completing the service requests on time as per SLA’s.
• Participating in the review of major incidents.
• Generating periodic outage/incident reports and providing them to the management.
• Customer: Ameriprise Financial Inc.