Pijush Kanti Das
Hyderabad
Summary
Intelligent Service Delivery Manager with 15+ years of experience in Software Development industry. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. Astute Service Delivery Manager offering 15+ years of experience supporting software service delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions.
Overview
26
26
years of professional experience
Work History
Service Delivery Manager
Napier Healthcare Solutions (India)
04.2022 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Streamlined operations for improved customer satisfaction and retention rates.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Led cross-functional teams to achieve project goals on time and within budget.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Supervised operations of 24-hour customer service desk staffed by 22 team members.
Support Manager
Napier Healthcare Solutions (India)
10.2020 - 03.2022
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Worked closely with product development teams to provide valuable insights on user feedback, contributing to an improved user experience.
- Monitored ticket resolution rates closely, taking corrective action when necessary to maintain high-quality service standards.
- Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns.
- Streamlined support processes for increased efficiency and improved response times.
- Established strong relationships with key stakeholders, fostering open communication channels for enhanced cooperation.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
Senior Technical Lead
Napier Healthcare Solutions (India)
11.2014 - 11.2020
- Investigated system issues and implemented resolutions to reduce downtime.
- Assessed project milestones and team performance to keep staff on-task.
- Organized system operating procedures to strengthen controls.
- Researched and adopted new technologies to add value to existing offerings.
- Enhanced interfaces to promote better functionality for users.
- Improved employee retention rates within the technical team by promoting professional growth opportunities such as training programs or mentorship arrangements.
- Streamlined software development processes by implementing agile methodologies, resulting in accelerated project completion and enhanced team productivity.
- Managed team of 4+1 personnel focused on implementing resolutions and updates.
Technical Lead
Napier Healthcare Solutions (India)
12.2012 - 10.2014
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Led a team of developers to successfully deliver high-quality software projects on time and within budget constraints.
- Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
- Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
- Investigated system issues and implemented resolutions to reduce downtime.
Senior Software Engineer
Napier Healthcare Solutions (India)
10.2009 - 11.2012
- Developed scalable applications using agile methodologies for timely project delivery.
- Optimized code performance for improved user experience and system efficiency.
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Maintained comprehensive documentation of development work, facilitating knowledge sharing among team members.
- Enhanced software functionality by identifying and resolving complex technical issues.
- Regularly reviewed peers'' code contributions, offering constructive feedback to enhance overall product quality.
Software Engineer
Napier Healthcare Solutions (India)
10.2007 - 09.2009
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
- Analyzed proposed technical solutions based on customer requirements.
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Maintained existing software systems by identifying and correcting software defects.
Senior Programmer
SIRPUR PAPER MILLS
03.2006 - 10.2007
- Debugged and modified [Type] software components.
- Built databases and table structures for web applications.
- Discussed issues with team members to provide resolution and apply best practices.
- Designed new product elements such as image recognition, hand writing recognition, audio, video and device-to-device communication.
- Designed and implemented scalable applications for data extraction and analysis.
- Analyzed and designed relational databases using [Software].
Software Developer
CYBERNATIX
03.2005 - 02.2006
- Improved software efficiency by troubleshooting and resolving coding issues.
- Saved time and resources by identifying and fixing bugs before product deployment.
Software Developer
PHOENIX COMPUTING
10.2004 - 02.2005
- Improved software efficiency by troubleshooting and resolving coding issues.
- Saved time and resources by identifying and fixing bugs before product deployment.
- Discussed issues with team members to provide resolution and apply best practices.
- Collaborated with cross-functional teams to deliver high-quality products on tight deadlines.
Junior Software Developer
SIRIUS TECHNOLOGIES PVT LTD
02.2002 - 09.2004
- Contributed to the successful launch of a new software product by assisting with the design, development, and implementation phases.
- Participated in code reviews, ensuring adherence to established guidelines and promoting knowledge sharing among team members.
- Developed custom features for existing applications, tailoring solutions to meet specific client needs.
- Provided technical support to clients, resolving issues in a timely manner while maintaining strong customer relationships.
Senior Faculty
LAKHOTIA COMPUTER CENTER
11.1997 - 01.2002
- Organized extracurricular events and activities to enhance student engagement outside of regular class hours.
- Published research articles in reputable journals, contributing to the body of knowledge in the field of education.
- Served on various committees, working collaboratively with other faculty members to improve academic policies and procedures.
- Managed classroom discipline effectively, maintaining a productive learning atmosphere for all students.
Education
Skills
- Data Analytics
- Incident Investigation
- Customer Satisfaction
- Case Documentation
- Customer Engagement
- Client Needs Assessments
Timeline
Service Delivery Manager
Napier Healthcare Solutions (India)
04.2022 - Current
Support Manager
Napier Healthcare Solutions (India)
10.2020 - 03.2022
Senior Technical Lead
Napier Healthcare Solutions (India)
11.2014 - 11.2020
Technical Lead
Napier Healthcare Solutions (India)
12.2012 - 10.2014
Senior Software Engineer
Napier Healthcare Solutions (India)
10.2009 - 11.2012
Software Engineer
Napier Healthcare Solutions (India)
10.2007 - 09.2009
Senior Programmer
SIRPUR PAPER MILLS
03.2006 - 10.2007
Software Developer
CYBERNATIX
03.2005 - 02.2006
Software Developer
PHOENIX COMPUTING
10.2004 - 02.2005
Junior Software Developer
SIRIUS TECHNOLOGIES PVT LTD
02.2002 - 09.2004
Senior Faculty
LAKHOTIA COMPUTER CENTER
11.1997 - 01.2002
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