Bishan Chakraborty has over 7 years of experience in IT operations management and people management. He has worked as a Service Delivery Lead at IBM India where he managed a team of 23 members and ensured KPI and SLA compliance. Prior to this, he worked at BACI Pvt Ltd as a Team Lead where he managed a team of 17 associates and ensured process compliance. He holds certifications in ITIL, Six Sigma, SQL, and Microsoft technologies. Currently he works as a freelance training consultant.

1. B I S H A N C H A K R A B O R T Y
OBJECTIVE
I have 7 years of experience in IT, People and Operation Management in Software Technology Based Company
with Team Management and Incident Handling and Operations Management experience as the core areas.
I am suitable for the post of Assistant Manager/ Incident Manager /Accounts Manager as I have an experience
in the BACI Operations Department for the past 5 Years in US Mortgage & US Insurance & Service Delivery
Lead in IBM Hyderabad for 2 years and achieved excellent Team Handling, QA and SME Handling/Process
Handling Extra-Miler Global Award. I am ITIL and Six Sigma Certified, SQL Basic & MS Office Expert with
MCSE and MCP Network Certifications.
EXPERIENCES
IBM India Ltd (AT&T CTS ) February 1, 2013- March 3, 2015 Hyderabad
Service Delivery Lead (Subject Matter Expert-EUS-GTS-IBM)(Band 5C)
23 member Team Handling & Account KRA/SLA Handling, End to End Training for L1 and L2 Technicians
& Team Compliance Parameters Regulation. Provide Coaching & Feedback to enhance Team performance.
(Global Recognition for Going Out-of the Box and helping Client Team Handling)
 Analyze QA Audit data, Compliance, Team Handling & Process related data. Prepare & Implement action
plans of Trainers. Analyze the Linux and SCCM 2007 Team Coaching / Training needs of the Trainers &
support them in Service delivery
 Keep the Operations Team updated on new process changes/updates, improvement initiatives. Conduct
Compliance, Linux and SCCM 2007 Team Handling & Process Awareness sessions for new hires. Support
floor Training Initiatives: Resolution & Linux and SCCM 2007 Team Handlings. Handle PnP Escalations.
 Develop Action plans for Focus Group and report the improvement process in business reviews. Plan &
run campaigns to drive Awareness/Improvements on Compliance. Team Up-Skill & Process Orientation
and Daily performance Report Discussion of multiple Teams on Operations Floor.
BACI Pvt Ltd (HRD Voice/Loss Mitigation Review) March 24, 2008-24th
Jan 2013 Hyderabad
Team Lead (Home Retention Division/Risk Management/Credit Bureau Report (Band 6))
 Preparing Operation Management Orientation and getting AVP and the Operations Manager approved
(Global Bronze Award for Operation Excellence)
 Team QA, V&A and Process Compliance Expert and Customer Service Process Compliance Auditor for
the 17 Associates. Giving Operations Process Feedbacks directly for client to other Operations Teams and
keep attendance tracker for Team and Emergency Transport schedule.
 Taking First Line Manager sessions for the Associates reporting to the AVP and Operations Manager.
Managing Pilots for the HRD Client. Conducting group Compliance sessions to help them understand the
methodologies needed to be adapted for effective Operations with the SLA and KRA. Generating Reports
for the Team of 17 Associates and allocating the target for Quarterly appraisals and giving the monthly one
on one feedback and Co-coordinating with the QA for their feedback on Compliance Projects.
EDUCATION & PROFESSIONAL TRAININGS
Flat #14A-G2, R K Residency, Veera Reddy Nagar, Street#1, Nacharam♦Hyderabad-500076
Mobile-7093140231 / 7093140232 / 9291608556 E-mail: bishanchakraborty@gmail.com
Skype ID:-bishan.chakraborty

2. 1989–1990 ICSE (New Delhi Board) Sindri
 ICSE
1991–1992 ICSE (New Delhi Board) Sindri
 ISC
1994–1998
 B.E. (Elex & Telecom) G.C.O.E, Nagaon Dhule
(North Maharashtra University)
1998–2000
 E-Tech/HR Management) Webtech Informatics India Ltd Kolkata
( IT Recruitment Management /Website Management & N/W Management)
PERSONAL INFORMATIONS
Date of Birth 23 Dec 1973 (Bankura, WB)
Languages Known English, Hindi, Bengali, Punjabi, Marathi, Telugu
Strength Killer Instinct, Laborious, Honest, Can Travel anywhere
Hobbies Singing (National Contestant:- TVS Sa Re Ga Ma 2002)
Reference:-
Freelance Projects (From March 3, 2015 till date)
1. Freelance Training Consultant (South Zone) with Col Shiv Founder of Ybrant
People for Bureau of Immigration Services Behavioral Training all India Basis and
heading the training for south and east zone. (Bangalore, Kochi, Trivandrum,
Chennai, Hyderabad, Kolkata)-Contracted @ 9.8 lpa for 42 days-Payout of INR
1.16 lacs
2. Freelance VNA SME for Ms. Madhu Mehta the OPS India Head of Global Talent
Track for Reach Higher Genpact Nasscom Initiative.
3. Centum Learning reporting as VNA and Behavioral Training Consultant with Mr.
Ravi Ganti, South Zone Head.
Date:- Bishan Chakraborty
Place:-Hyderabad Signature