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Suman Mukherjee

Lean Six Sigma Senior Process Improvement Manager

A successful Project Management Professional with 15+ years of experience in IT (CLOUD/DC INFRA/TELECOM) process improvement & Automation, Project Management, Transition and Service Delivery working in and for US, UK and Europe

Highly skilled and accomplished IT & Management professional specializing in business analysis, technical authoring, service delivery, training & development, excellent business communication skills, and project management skills with an adaptable, determined and proactive approach to all undertakings.

Work History

Atos Global IT Solutions & Services, India

Mar 2019Present

Lean Senior Skipper

  • Ensure the timely delivery of project results that meet or exceed agreed-upon metrics or goals
  • Structures identified business challenges logically
  • Guide Lean Junior Skippers allocated by account teams and be accountable for the quality of delivery
  • Mentor Project Managers on Lean Six Sigma and general project management skills
  • Act as a key driver for change within the business units aligned to supporting project execution and toll-gating and helping them to learn, understand, adjust and grow with the business Lean Six Sigma transformation
  • Conduct in-depth analyses (when required), including data collection, data analyses, and synthesis of data to generate key insights for projects or Lean deployment strategies
  • Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them
  • Generate insights based on tools including (but not limited to) customer interviews, desk research, discussions with Lean experts, focus groups, and surveys
  • Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by voice of the customer
  • Quantify impact of projects on financials, productivity, customer experience and compliance
  • Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
  • Provides hands-on leadership to Project Managers and Associates
  • Builds a strong team and develops them to their full potential
  • Recognize when there are obstacles preventing others from achieving their goals and readily intervenes and finds resourceful ways to remove them
  • Develop and maintain relationships with senior leadership
Dec 2015Mar 2019

Bid Manager - UK & Ireland Cloud Services & DC Infra

  • Served as a member of the Deal Assurance team for Cloud and DC Infra core services ensuring Deal Readiness leading Solution Managers and Solution Architects across different product portfolios. 
  • Providing strategic input in the development of winning bid strategies, considering opportunity, risk, and cost analysis;
  • In depth knowledge on in-house Private/Shared Cloud technologies along with market available hybrid cloud products including AWS, Azure.
  • Preparing and maintaining the bid budget and other project management documentation as requested;
  • Managing and liaising with the leaders of the sub-groups to ensure all aspects of the bid are progressing in accordance with the timetable;
    Ensuring that problems are identified and that solutions proposed are implemented;
    Facilitating team integration, including cross-divisional along with off/nearshore collaboration to structure winning bids
  • Assisting in the review of commercial documentation related to the deal (i.e. cross-tower one-time and recurring costs across the contract);
  • Reviewing and developing commercial risk registers;
  • Assisting the Sales team  in securing internal approval to invest equity and any other corporate commitments at each stage of the bid and prior to financial close
Nov 2013Dec 2015

Lean & E2E Improvement Consultant

  • Drive a culture of Process Excellence in a controlled IT environment.
  • Develop and drive portfolio of improvement projects to deliver project/delivery goals.
  • Implement Visual Management systems to drive visibility and improvements to customer satisfaction, bring cost efficiency, identify and implementation of KPI’s
  • Lean out end to end business processes, driving process efficiency and effectiveness.
  • Lead and execute process improvement initiatives to define, measure and improve operating performance.
  • Drive automation as a goal to improve process efficiency
  • Lead an operating culture that promotes involvement, communication, expectations, accountability and a passion for excellence.
  • Provide leadership to team members in order to identify & eliminate waste, audit for compliance to standard-work, provide problem solving & solution implementation assistance.
  • Act as a “player-coach” type change agent by facilitating projects and multi-day structured events. Provide targeted Lean training and coaching to your team members.
  • Guiding middle and senior management and team members to imbibe continuous improvement mindset and Lean methodologies

Siemens IT Solutions (later acquired by Atos)

Jun 2009Oct 2013

Operations Manager (Voice)

  • Work closely with the nearshore Network Telecommunications Infrastructure to ensure team and work are aligned with company vision and encourages us to stay on roadmap to success
  • Manage a team of 20+ for development, implementation, troubleshooting, administration, and support of major legacy/new release telecommunications systems (Siemens, Cisco, Alcatel, Avaya) used by the clients across the globe.
  • Leverage technical expertise in networking to oversee daily needs of network architecture, planning, engineering and operations.
  • Collaborate with team and work cross-functionally with departments and guide team
  • Create, plan, implement, and maintain network tactical plans.
  • Clearly communicate with stakeholders on project plans and vision to improve the existing networks and telecommunications solutions
  • Commit to the highest levels of quality and customer service to follow industry standards for project management and service delivery (i.e. ITIL)
  • Implement policies, procedures, documentation, technical KPIs and SLAs for network & telecommunications services.
  • Recommend budget allocations for network and infrastructure upgrades as well as maintain a lifecycle process.
  • Assist in the development of multi-year strategies and the technology roadmaps
  • Participate in change control, production acceptance and incident management processes
  • Oversee the professional and technical development of subordinates through coaching, guidance and training.
  • Write detailed analysis reports (including visual aids) to identify areas of concern and optimize network connections, network capabilities, network infrastructure, as well as best plan for upcoming projects
Jul 2006Mar 2009

Senior Project Engineer

Worked on multiple projects in Wipro Technologies handling transition/support functions for different Towers.

Client, Location: Washington Mutual (WaMu), Los Angeles

Job Title : Transition Coordinator

Job Description : Worked as a part of the transition process of the Application and Software Packaging process handling the following key responsibilities at customer site:

  • Transition Management
  • Knowledge Transfer
  • Process Documentation
  • Continous Service Improvement
  • Manage Packaging Lifecycle
  • Build Runbook for Offshore Locations
  • Setup offshore support location

Client, Location: Petrofac UK, Mumbai

Job Title : AD & Exchange Migration Specialist

Job Description : Worked as a part of the migration process of the migrating 7 AD domains and 7 Exchange servers into 1 forest & single domain, handling the following key responsibilities at customer site:

  • Migrate objects from source domain to target domain
  • migrate Exchange objects from source to target
  • Question Migration Manager set-up, administration, configuration and testing
  • Collect input, document test results, identify, follow-up, document and resolve defects
  • Coordinate and cooperate with the client's SME’s
  • Report to the client's SME’s and PM on status, progress, issues and risks

Client, Location: Hewlett Packard NAM, Kolkata

Job Title : Advanced Support Group (ASG)

Job Description : Worked as a part of the technical backbone team for the HP NAM consumer product support offshore team handling the following key responsibilities at customer site:

  • Subject Matter Expert, later as Tech Lead
  • Mentor teams on driving CSAT, FTR (First Time Resolution) & FTF (First Time Fix)
  • Quarterly Business Review analysis with client
  • SLA & KPI Monitoring
  • Training on creating Sales Opportunities
  • Mentor bottom performers
  • Publish periodic KPI Dahsboards for proactive KPI management

Jul 2004Jun 2006

Tech Lead

Worked as a Tech Lead in Hewlett Packard supporting Level 1, 2 & 3 Support to Microsoft GTSC end users across the Globe. Started as a Subject Matter Expert and was promoted to Tech Lead handling a team of ~18+ MS Engineers. Actively involved for the transition project of GTSC Voice and Email Support.

Other responsibilities:

  • Incident/Change/Problem Management
  • Customer Escalation handling
  • Asset Management
  • File Server Quota Management
  • Exchange Server Planning, Testing & Implementation
  • Security checks through IDAM
  • Lab Equipment setup & Roll-out
  • Active Directory Advance Support
  • People & Performance Management
  • SLA & KPI Monitoring through Realtime Dashboards
  • Transition Management
  • Quality Assurance & Feedback
  • Training & Development

Awarded for Performance in context to Resolution Effectiveness and highest CSAT surveys earned by the team handled.

Sep 2003Jul 2004

Technical Support Executive & Escalation Support Specialist

  • Responsible for providing Technical Phone support for DELL NAM consumers over Phone, Email and Chat

Education

Skills

Project Management
Transition & Transformation
Stakeholder Management
Deal Assurance & Readiness
Lean & Six Sigma Methodologies
Business Analytics
Cloud Technologies Awareness

KEY Projects

Project Location: Pune, Mumbai

Nov 2013Feb 2014

Lean End to End Process Improvement for US Medicare Account, Pfizer

- Optimize resource utilization aligning it with the ramp-down nature of the project
- Reduce variations in productivity by identifying knowledge gaps within the team
- Rolled out effective Configuration Management to ensure proper Asset/CI correlation and reduce missing CI information
- Ensure proper work distribution through Workplanner role
- Reduce ping pongs through proper categorization of tickets
- Identify automation opportunities to reduce manual efforts
- Setup KPI Dashboard to manage team/individual performance
- Match delivery to customer contractual requirements
- Identify and resolve mindset & behaviour related issues across the team

Automated the KPI Dashboard improving the ease of use & data extraction required to visually portray performance data across support teams

Project Location: Munich & Nuremberg , Germany

Mar 2014May 2014

Lean - End to End Monitoring Global Process Rollout

Role: Lean & End-to-End Improvement Consultant

Standardize the monitoring of all events, capacity and performance related to the IT infrastructure from setup of monitoring parameters until exclusion from monitoring or decommissioning
- End to End approach leading to a service monitoring in addition to the current approach of server and asset based monitoring
- Alignment with the Global Blueprint to reduce variations in the ways assets are monitored
- Identify automation opportunities to reduce manual intervention during monitoring process
- Reduce false alerts contributing to Zero Incident Program (ZIP)
- Ensure effective Configuration Management process through timely and accurate update of CMDB by Towers
- Identify and resolve Incident-CI relation through proper automation tools and techniques
- Centralize CMDB to standardize Configuration Management process across GBU Germany

Location: Crewe, United Kingdom

Oct 2014Dec 2014

Lean & End to End Improvement - Change Management

Role: Lean & End-to-End Improvement Consultant

Review of the current Change Management Management process in the UK Global Business Unit (GBU). The project scope is related to increasing the amount of Standard Changes in the environment through the reduction of urgent and non-standard changes. Projected outcome from this project are reduced handling time, increased customer satisfaction, standardization of work, and increased quality.

Automated the Global Change Implementation Plan form reducing the lead time to approve a Change by 5-7 working days yielding a major process improvement breakthrough. The form is being globally accepted and worked on (approved by Global Change Management Process Owner, Rebekah Clarke)

Location: Essen, Germany

Feb 2015May 2015

Lean - Change Management End to End Process Improvement

Role: Lean & End-to-End Improvement Consultant

Review of the current Change Management Management process in the Germany GBU. The project scope is related to increasing the amount of Standard Changes in the environment through the reduction of urgent and non-standard changes. Projected outcome from this project are reduced handling time, increased customer satisfaction, standardization of work, and increased quality.

Automated the process of live data extraction and visual KPI management of the Germany GBU Change Management team from SDM12.

Certifications

QAI

Six Sigma Green Belt

The Six Sigma Green Belt operates in support of or under the supervision of a Six Sigma Black Belt, analyzes and solves quality problems and is involved in quality improvement projects with more than 3 years of implementation experience.

APMG International

Prince 2 Foundation

PRINCE2 (PRojects IN Controlled Environments) is a structured project management method based on experience drawn from thousands of projects - and from the contributions of countless project sponsors, Project Managers, project teams, academics, trainers and consultants.

Microsoft Corporation

Microsoft Certified Professional (MCP)

APMG International

Prince 2 Foundation & Practitioner

Project Management

ITIL Foundation v3

he Foundation exam is the entry level certification and offers you a general awareness of the key elements, concepts and terminology used in the ITIL® service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.