BIKRAMJIT BHATTACHARYA
Utrecht,Netherlands
Summary
Total of 14 years of Strategic and results-driven Professional with extensive technical & process experience in IT Operations & Service Management coming from a background core technical Microsoft Product-Service (M365, Virtualisation, SharePoint), and Cloud Services with the plus experience in AI-Automation, ITIL, Service Management and delivery.
IT Operations
• Managing 4 technical chapters: Application Support, Cloud Infrastructure, Digital Identity, and Network Services.
• KPI Management
• Ticket Quality Management
• Improvement related to ticket process and operational process
• Pending Ticket Analysis and Improvement Plan
• Manage external vendors’ service quality and project reporting
• Cost impact analysis and automation opportunities
• Manual effort and cost impact analysis through use cases and AI initiatives
• Run customer voice program via experience-level analysis and streamline SLAs
• Act as primary gateway between global customers and 13 technical teams for operational issues, feedback, Service Standardization, Effective Solution, Platform Improvement
• Represent IT Service improvements globally
• End-to-End SLA management and reporting for internal teams and vendors globally
• Manage ServiceNow tool improvements
• Drive operational reporting leveraging Power BI and PowerPoint
• Lead Automation and AI track globally
Service Management
• Oversee Service Management Chapter: Drive major incidents and manage IRs end-to-end
• Manage Change Management process
• SLA management including tool enhancements
• Ticket KPI management
• Address user dissatisfaction
• Service Request end-user experience management
• Develop & Deliver training programs for Services, AI, Automation
• Manage and maintain service contracts
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
IT Operations Manager
Tata Consultancy Services
Utrecht, Netherlands
01.2020 - 01.2026
- Lead four delivery chapters: Application Support, Cloud Infrastructure, Digital Identity Management, and Network Services, comprising 4 Delivery Managers and 13 Infra & App teams
- Act as central reporting point for service delivery, ensuring alignment across chapters despite not being direct appraiser
- Govern and manage multiple customer contracts
- Conduct daily operational reviews using self-developed Power BI dashboards, covering: Ops issues, Change request reviews, SLA performance, Automation status
- Facilitate weekly calls with key customer stakeholders to track: Customer Voice Program, Service Handover Planning, New Requirements, Contractual Obligations
- Serve as primary point of contact for all member firms across Europe, managing escalations and concerns, requests and keeping track through dashboard
- Conduct monthly road map reviews with product teams to align operations with upcoming service transitions
- Lead weekly automation calls with customer and TCS delivery teams, presenting EZEE, Partial, and Reporting automation initiatives with tangible savings (Hard & Soft Savings)
- Drive Agenda: AI Project covers Ops use cases and aims to reduce manual effort in Ops
- Host regular AI update sessions to track progress on AI solution deployments and improvements
- Designed and implemented KPI dashboards to monitor ticket quality
IT Infrastructure Operations Technical Lead
Tata Consultancy Services
Kolkata, India
01.2015 - 12.2019
- Managed over 7 Customers and maintained hybrid environment of Microsoft Hyper-V and Azure, ensuring high availability and optimised resource utilisation
- Hands-on experience with Azure Site Recovery, VM replication, SQL Always On, and related services, delivering robust disaster recovery and business continuity solutions
- Led technical migration projects, successfully transitioning workloads between MS Azure, Hyper-V, and VMware environments with minimal downtime
- Implemented proactive monitoring and alerting, including automated notifications for certificate expiry and update roll ups, improving system reliability
- Resolved complex Azure VM replication issues, ensuring seamless SAP service operations and reducing critical incident frequency
- Introduced practices using ARM templates and Power Shell, streamlining deployment and configuration management
- Integrated CI pipelines for cloud resource provisioning, accelerating release cycles and reducing manual intervention
- Automated operational tasks, including patching and compliance checks, improving efficiency and reducing human error
- Collaborated with cross-functional teams to implement DevOps best practices, enhancing agility and reducing deployment lead times
- Built and mentored diverse team, fostering culture of continuous learning and innovation
- Empowered fresh talent to embrace emerging technologies, creating exemplary environment recognised with title of 'The Leader.'
System Administrator
Accenture
Kolkata, India
09.2011 - 12.2014
- Administered and optimised Microsoft Hyper-V environments, including clustering, virtualisation, and infrastructure deployment for high availability and scalability
- Configured and managed Windows Server Clustering and hybrid setups, ensuring seamless integration between on-premises and cloud environments
- Expert in Active Directory administration, including domain services, group policies, and hybrid identity management for secure and efficient operations
- Implemented robust backup and disaster recovery strategies, leveraging Hyper-V replication and clustering to minimise downtime
- Performed capacity planning and performance tuning, ensuring optimal resource utilisation across virtualisation environments
- Automated routine administrative tasks using Power Shell, improving operational efficiency and reducing manual errors
- Collaborated on hybrid cloud initiatives, integrating Azure services with on-prem infrastructure for flexible and cost-effective solutions
Education
Bachelor Degree - Electronics and Instrumentation
University of Technology and Management
Kolkata, India 08.2006 - 07.2010
Skills
- IT Operations Management
- Service Delivery Management
- Contract Governance
- Core Expertise in Power BI
- Strong Understanding of ServiceNow Tool
- Cloud Infrastructure Management
- Network Services Management
- Hands-on Experience - Identity & Access Management
- Hands-on Experience - Active Directory
- DevOps Practices
- Hands-on Experience - Microsoft Hyper-V
- Strong Understanding - VMWare
- Hands-on Experience - System Administration
Certification
- Microsoft Azure AI Fundamentals AI-900
- ITIL 4 Foundation
LANGUAGES
English - Native
Native
Dutch - Intermediate
Elementary (A2)
Affiliations
- Reading Books
- Meditation
Service Improvement Acomplished
Rigor in Operations
• Implemented an automated Ticket Work Note template in ServiceNow, ensuring standardized communication and reducing manual errors across all support teams.
• Established a Ticket Quality Handling process, improving compliance with documentation standards and enhancing audit readiness.
• Developed Power BI dashboards for Requester Response Analysis, identifying bottlenecks and reducing average response time, leading to improved customer satisfaction.
• Introduced proactive monitoring of requester response trends, enabling data-driven decisions and accelerating ticket resolution cycles.
SLA Management
• Developed automated SLA tracking and reporting solutions in Power BI, reducing manual effort and enhancing accuracy.
• Implemented an escalation matrix for SLA breaches, improving response times and reducing penalties.
Ticket KPI Analysis
• Designed and implemented KPI dashboards to track ticket resolution trends, enhancing visibility and leadership decision-making.
• Performed root cause analysis on ticket performance metrics, driving process improvements and reducing backlog.
• Automated KPI reporting in Power BI, enabling real-time insights into ticket aging, priority distribution, and SLA compliance.
Special Initiatives
• Driving the Automation Track across Europe to identify manual effort areas and implement automation use cases.
• Leading AI/Agentic-AI implementation projects to reduce operational manual effort in customer environments.
• Developed and managed a custom ServiceNow dashboard for monitoring Ops Ticket KPIs.
• Created and maintained advanced Power BI dashboards for Service Impact, Advanced Pending Ticket Solutions, SLA, Ops Issues, New Services, Automation, and AI.
Timeline
IT Operations Manager
Tata Consultancy Services
01.2020 - 01.2026
IT Infrastructure Operations Technical Lead
Tata Consultancy Services
01.2015 - 12.2019
System Administrator
Accenture
09.2011 - 12.2014
Bachelor Degree - Electronics and Instrumentation
University of Technology and Management
08.2006 - 07.2010