1. 1 | P a g e
Flat2G, Rishi Apartment
79, Rishi BankimRoad,Behala
Kolkata - 700034
Indranil.cal@gmail.com
Mobile: +91-98309-36315
INDRANIL MUKHERJEE
Service Manager with total experience of18+ years in variousrolesincludingApplicationManagement,
Helpdeskoperations,Projectmanagement,ConfigurationManagementwithvery goodcommunicationskills
PERSONAL
INFORMATION
Date of birth - 24th
April 1974
Nationality - Indian
PassportNo. - M4620986 validtill 16-Dec-2024
PROFESSIONAL
ACHIEVEMENTS
SERVICE MANAGEMENT
Employer:IBMIndiaPvt.Ltd. (Client:PhilipMorrisInternational,Switzerland)
DuringNov’13 till date asService Manager- ProductDevelopment&QA Applications
(total yearlyrevenue ~3mi USD)
 Increase inSLA adherence from<80% to up to100% in mostof the services
 Reductioninrequestbacklog:from>600 to <100 over6 monthswithout
impactingcostor KPIs
 StrategizingUnderpinningContractimplementationinService-
Nowticketmanagementtool acrossservices
 Automationof KPIvalidationwhichreducedmanual error
 Received “Above &BeyondCall of Duty”awardfromCustomer
& “Eminence & Excellence”cashaward fromIBM
 Variedapplicationportfolio:QA AppSupport(LabWare & LabVantage LIMS,
Documentum, MSBI) & Project,Agile PLMSupport,AnalyticsSupport
 Managing a TeamSize of 25+
PROJECT MANAGEMENT
Employer:IBMIndiaPvt.Ltd. (Client:PhilipMorrisInternational,Switzerland)
DuringSep’11 till Oct’13 as ProjectManager– MicrosoftBI
 Deliveryof all the phasesintime withexcellentcustomersatisfactionand
appreciation;nobudgetoverrun (Projectvalue ~1.5mi USD)
 Conceptionandplanningof multipleiterationstoreduce/remove the defects
early
 Applicationportfolio:MicrosoftBI& SharePoint
 Teamsize – 6; handledmultipleattritionssuccessfully

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OTHER SKILLS
 ConfigurationManagement (Employer:IBM)
 AdministeredRational tools(ClearCase, ClearQuest)
 Developmentof ClearCase Multisitesynchronizationmonitoringand
reportingtool,amajortime saverinday-to-dayactivities.Received
BravoAward(IBMInternal Talentrecognition) andInnovationAward
(jointawardwithclient)
 IS Helpdesk&Infrastructure Coordinator(Employer:IBM)
 HelpdeskSetup&Management (Employer:iRelySolutions)
 Creationof IndiaHelpdesk&migratingthe HarrisJayanti USA ITsupport
processtoIndiasuccessfully (Oct-Nov’05)
 NetworkOperationsManagement (Employer:iRelySolutions)
 MigrationtoWindowsActive Directoryforall locationsinUSA having
more than 200 usersand mission-criticalserversfromWindowsNT4
networks (Nov’06-Mar’07)
SKILLS  Service Management (IncidentManagement, ProblemManagement,
SLA Adherence & analysis,RCAs etc.) ~12 years
 Helpdesk setup and management (~12 years)
 ProjectManagement (costmanagement, risk management,
escalations& resourcehandlingetc.) ~5 years
 Windows Desktop/Server Management (~7 years)
 Network Operations Management & troubleshooting(~9 years)
 Configuration Management usingRational ClearCase+Rational
Unified Process Engineering (~4 years)
 Total experience: Feb’1996 till date(~18 years)
WORK HISTORY SERVICE MANAGER – PRODUCT DEVELOPMENT & QA APPLICATIONS
IBM India P Ltd, Kolkata [Nov’13 till date]
 Team Managed – QA App Support (LabWare& LabVantage LIMS, Documentum, MS BI)
& Project, Agile PLM Support, Analytics Support
 Ticket & Change management review for 6 applications
 SLA & KPI review & management + reporting
 Team management of a fairly largepool of 25+ people
 Participation in Monthly & Quarterly governances with Clientmanagement team
 Cost & Revenue forecast(Yearly revenue size:~3 mi USD)
 Continual Improvement Lead for the account
PROJECT MANAGER – MICROSOFT BI
IBM India P Ltd, Kolkata [Sep’11 till Oct’13]
 ProjectPlanning

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WORK HISTORY
(CONTD.)
 Resource Allocation & Management
 Revenue & Cost tracking
 Additional responsibility:Quality & Knowledge Management for the entire account
OTHER ROLES PLAYED IN IBM INDIA:
 TEAM LEAD, APPLICATION LIFECYCLE SERVICES
 RATIONAL UNIFIED PROCESS ENGINEER
 IS & INFRASTRUCTURE COORDINATOR
IBM India P Ltd, Kolkata [March’07 till Sep’11]
NETWORK OPERATIONS LEAD
IRELY SOLUTIONS, Kolkata [April’05 till Feb’07]
 Remote Management and monitoring of networks over 6 locations globally
 Server Management and monitoringof all locations& runningremote IT Helpdesk
 Vendor management for Hardware,software and network devices/services across
multiplegeographies
SERVICE MANAGER (HARDWARE & NETWORK SOLUTIONS)
FUGEN SYSTEMS & SERVICES, Kolkata [Dec’99 till Mar’05]
LAB ADMINISTRATOR
EDUCOM SOFTWARE PVT. LTD, Kolkata [Feb’96 till Oct’99]
EDUCATION &
TECHNICAL
CERTIFICATIONS
HONOURS GRADUATE (B.COM – HONS.) IN COMMERCE (1996), CALCUTTA UNIVERSITY
LANGUAGES:
 English,Hindi,Bengali
 Foundation Certification On Itil Ver. 3 (February, 2010)
 Certificate CourseIn Networking And Cisco Routers Administration FromIndian
Institute Of HardwareTechnology (Oct’2003)
 Honours Diploma In Information & Systems Management From Aptech Computer
Education (1996)
POSITIVES  Workingwith a team
 Communication skills coupled with good documentation
 Problem & IncidentManagement
 Fastadaptability to new systems and technologies;quick learner with no prejudices
 Financial and RootCauseAnalysis