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Manas Paul

Service Delivery Lead at Tata Consultancy Services

Work experience

Tata Consultancy Services

Jul 2011Present


Employers name- Delivery Lead- Responsible for providing a portfolio of IT, software, and technology services that meet the needs of clients. Also in charge of ensuring that the delivery of advanced technologies and solutions is done with a professional, honest and personalized service approach. Responsibilities: Managed customer feedback and support requests through multiple vectors including email, user forums, ticketing system. Work for continual process improvement for client and accountable to Identify and develop new opportunities in client environment leading to new projects. Accountable for customer satisfaction post project delivery Managed daily operations for a team of 10 customer support representatives. Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature. Collaborated with members of the management team to provide leadership and direction to employees throughout the Support department. Contributes to the customer's business improvement, planning and budgeting process Analyzed key metrics to ensure optimal staff performance so that departmental and company Motivated staff through individual coaching sessions, mentoring and career development Participated in HR functions including interviewing, hiring decisions and job, training, and performance reviews. Providing guidance to subordinates on company goals and policy. Developed effective client relationships which led to high client satisfaction scores. Monitoring staff to ensure the prompt resolution to all client queries. Building up a working knowledge of clients operating environment. Slashed customer resolution times and improved case closure rates by ensuring technicians were trained in advanced troubleshooting methods. Improved customer satisfaction(achieving 95% rating) by concentrating on backlog case reviews and delegating tasks to technicians with the most appropriate expertise Conducting key client facing meetings Communicating complex technical concepts to clients and Performed quality assurance on calls, tickets, and orders to ensure high quality of service Writing up service delivery reports and SLA Tracking Reports and present them in weekly OPS review with stakeholders Manage the purchasing of all software from getting quotes, raising shopping carts and PO closure and to adhere the software licensing laws. Seeking approvals and coordinating changes with Change advisory Board(CAB) Creating dashboard report for pending issues and coordinating with various

Enit Solutions Pvt

May 2010Jun 2011

Project Lead

Interacting with client for understanding the scope of the project Conducting project kick-off meetings within team to reach an understanding of the project goals and objectives Create effective change plans in accordance to project requirements and also implement ISO standards for all deliverables Planning, estimating and controlling the budget and utilization of resources Schedule adherence for timely delivery of the project within budget meeting all quality parameters defined by customer along with project status and work efforts reporting

CapGemini India Pvt Ltd

Apr 2008May 2010


Employers Names- Consultant- Oversaw the day-to-day implementation and operational aspects of the client relationship. Ensured all Service Level Agreements were met to comply with contractual agreements. Responsible for scoping project objectives as well as defining success criteria for multiple technology projects. Worked with client to manage priorities and expectations. Reduced average delivery of completed task from one month to two weeks Implemented process oriented work streams for service delivery Also, worked in Indian Govt. R&D Labs like National Aerospace Laboratories and DRDO on their defense projects like UAV names Lakshya and India first indigenous Aircraft, SARAS. Also, worked in Mahindra Aerospace as Analyst as a part of the technical team.





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