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Anirbaan Kar

Service Delivery Manager Global Service Desk SME Service Desk Solution Architect ServiceNow System Administrator ServiceNow Application Designer ITSM Process Implementer Field /Onsite Support Solution Designer Captive IT Support Manager Offshore Delivery Center Head Internal IT Support Director Client Support Senior Manager Admin & Operations Head Presales Solution Design Leader IT Infra Project Manager PMP IT Service Implementation Manager Program Manager MSP Identify & Access Management (IAM) Windows Active Directory Service ITIL Expert-PRINCE2-MSP-AWS-ISO 27001 Certified Web Design-SEO & Digital Marketing Expert

Personal Info

Anirbaan Kar is Service delivery manager Service desk senior manager ServiceNow Administrator ServiceNow Scoped Application Developer Service Management Expert ITIL v3 Expert in Hyderabad Bangalore Pune Kolkata

Name: Anirbaan Kar

Present Address: Bangalore

Phone: +91 819 777 8989

Email: iwantanirban @ gmail.com

Profile

18 years work experience in Service Delivery, Solution Design, Service Management. End user Support, Service Desk, Active Directory Service, Business Operations & Administration, Team & Resource management, Business & Service Management Process Design-Transition-Transformation-Deployment-BAU Operation Management & Captive IT Support. Specialized in…

Pre-sales RFP / RFI Solution Design

Developing customized solution on Global Service Desk, Field Support / Onsite Support, Active Director Services for NA, EMEA, APAC customers leveraging various process improvement, resource optimization techniques, technology, automation & tools. Developed solution for projects worth M$5 – M$ 323+.  End-to-end Global Service Desk Operations & Resource Management for NA, EMEA, APAC clients (including Implementation, Transition & Transformation, BAU operation).

Captive / ODC / RIM Service Delivery Management (ITIL)

Ongoing operations management of IT Infra & 24/7 End user IT Support for large enterprises from Offshore Delivery Centers (ODC) based on Service Levels (SLA / OLA). Services include BAU (business as usual), New Implementation, R&D, Continual Process Improvement, Process & Resource Optimization, Cost saving Initiatives, Automation, Transition-Transformation (T&T), Business Expansion support etc. Managed IT Operations supporting Monthly 100,000+ Incidents & 43,000+ Service Requests with 134 FTE in Offshore / Onshore model.

Project & Program Management (PMP, PRINCE2, MSP)

Ensuring On Time Under Budget delivery of Project deliverable always meeting Stakeholders’ requirements & aligning Program with strategic Business vision/goals. Projects include New Infra Setup, New Offshore Delivery Center setup, Process Transition & Transformation, Process Improvement, New Client On-boarding, Implementation of New Tool for process streamline, standardization, automation, cost saving, Support delivery Quality improvement, Increased FCR, Reduced MTTR, Enhanced Customer Satisfaction, making support service more agile etc.

Employment

Cognizant Tech Solutions

11/2016 – Current
Senior Manager (Service Delivery, Service Desk, Onsite Field Support)

Hewlett Packard (hp)

11/2010 – 11/2016
WPS Solution Architect (IT Support Specialist)

CSC

04/2010 – 11/2010
Team Lead – Systems Engineer

Professional Skills


Solution Design

Solution design for Global Service Desk, Field Support / Onsite Support / Remote Support, Active Directory, Internal IT Support (Captive)


IT Support Service Delivery

Management of IT Support Services for Large / SMB organizations from Offshore Delivery Center (ODC) on 24/7 support window in multiple languages. Managed 100,000+ Incidents with 134 FTE spread across various delivery centers (Bangalore, Kolkata, Manila, Cyberjaya, Budapest, Shanghai).


Project & Program Management

Managed EUC & IT Support, IT Implementation, Transition & Transformation Projects to ensure On Time Under Budget delivery of Services, Service transitions and Products those meet Stakeholders’ expectations and requirements.