Amitab Banerjee

I have 22+ years of multi domain experience in Media, Telco and the Utility space and played multifarious roles including in Managed Services, Customer Operations, Technical Support, Business and Quality Operations, Delivery Management, Business Engagement, Project Management, Partner Management, Technical Presales, Contract Management and Pricing, Solution Architecting, Technical Consulting. 

I am working currently at Larsen and Toubro Technology Services, prior to which I have worked for Mediakind India Private Limited, Ericsson Global India, Nokia Solutions Networks and Siemens IT Solutions and Services. I am looking for a challenging and interesting role and open to work in different domains, functions, and location.

• 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 24x7 shift operations with a strong 50+ remote/onsite team covering 24x7 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 24x7 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< 15 mts, MTTR < 4 days, First time right with zero service request and change request failures, bringing down Cost of Incident by 25%, yearly SLAs breaches < 0.5%, Contract Margins > 60%, Quality MOPs, RCAs and Incident work notes with periodical audits, Zero major bug creep in, Availability KPI> 99.9%, CSAT Score > 80%, on production platforms.

Executive Leadership Training 

IIM B • India • 2019 

MBA Consultancy Management 

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

BE Electronics Engineering 

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

School

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