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SUMANA SENGUPTA
Jyothi Meadows, Fl No 303, 4th
Flr, 2nd
cross, LBS Nagar, Bangalore 560017,
Mobile: 9739002832, email: Sengupta.sumana@gmail.com
PROFESSIONAL SUMMARY
A competent professional having industry exposure of 13 years and cross-functional experience in providing IT
solutions on operation. Result-oriented professional with about 8+ years of Incident Management experience in
Client Support and Training. Transition,Good understanding skills on customer requirements for design and
implementation of the project.
SKILLS
Incident Management Technical writing
Project management Good Communication
People Management Team building
Reporting (PivotTable, Formulas,) Planning
CSI Continual Service Improvement Motivating
Resource Management Flexible management
Operation Management Budgeting
Transition Management Quality Management
WORK HISTORY
Employee : Capgemini India
Employee Location : INDIA, Bangalore
Job Title : Senior Consultant
Start Date : 03rd September 2015
End Date:
Roles & Responsibilities:
Operation:
? Drive ongoing productivity improvement and innovation in partnership with stakeholders. Consult with
stakeholders and to assess and characterize current processes.
? Accountable for BU demand fulfillment (end to end irrespective of whether it is internal or in external
queue).
? Set goals and objectives for teams/ individuals in line with organization and company directions.
? Monitor and report delivery performance (metrics) KPIs of the team.
? Meeting the SLA and the OLA.
? Taken additional responsibility as SCA and implementing Lean and A3 for continuous improvement plan in
the project.

? Mentoring and counseling the team members and help them through their development needs and
leverage their strength tags.
? Handling Transition project end to end.
? Plan and execute projects keeping end to end view of all deliverables and stakeholders.
? Select team members and, if cross-functional as the Core Team Leader, select Core Team Members.
Project Management
? Analyze risk and instigate avoidance activities. Establish contingency plans and identify trigger events and
responsibility for initiating corrective action.
? Keep all stakeholders informed of progress and issues.
? Met project and actual budget goals each year.
? Provided monthly customer satisfaction data to management and team-met with business customer
review any value add opportunities.
? Managed the project team including any subcontractors.
? Ensuring Projects and Programmes are executed using agreed standards & processes.
? Reviewed and approved all project documentation.
? Undertook all monthly project financial cost reporting.
? Preparing status reports for use in communication to stakeholders.
? Escalating issues and areas of concern to senior managers.
? Ensured staff and sub contractors timesheets were accurately completed.
? Generating Work Packages and Work Instructions.
? Provided project support for all off site activities.
? Maintaining and completing Project Key Performance Indicators.
? Writing detailed and summarized project progress reports.
? Identifying, costing and processing any contract variations.
? Producing accurate financial reports.
? Monitoring actual expenditure figures against project budgets.
? Organising and facilitating Project Steering / Operating Committees meetings.
? Creating effective, informed and highly motivated teams focused on delivery.
? Comprehensive understanding of project management methodologies.

? Experience of working with sponsors, stakeholders, and solution providers
Employee : Randstad deputed to SONY Software Centre
Employee Location : INDIA, Bangalore
Job Title : Team Lead (Incident Management)
Start Date : April 2007
End Date : May 2015
? Coordination between all the Departments for smooth operation and Project Execution
? Taking care of the SLA for the project and intervening when procedure deviation occurs.
? Preparing Scorecard for the team.
? Identify process improvements
? Monitor service levels of Incident management function.
? Daily, Weekly, Monthly, Half-Yearly analysis of support tickets and KPI/status report to Project/Program
Manager.
? Handling Transition process
? Team responsibility or solving issues and guiding the implementation of transition services.
? SOP Reviewing.
? Report Data analysis
? Prepare Performance Analysis Report for the other Helpdesk team members deputed at customer's
location all over India.
Employee : Godrej Ltd
Employee Location : INDIA, Kolkata
Job Title : Administrator
Start Date : Sep 2002
End Date : Dec 2005
? Monitoring and analyzing of various logs - Follow-up with the vendor for issues pending.
? Prepare MIS Reports.
? Maintained Customer Databases for Production-phase developments.
? Preparation of Various Logs to give an overview of the solutions provided to the Customers.
Employee : Distributed Object Technologies ltd,.
Employee Location : INDIA, Kolkata
Job Title : Technical Writer
Start Date : April 2000
End Date : Aug 2002

? Document the different aspects of the web page for the web content. Documentation included requirement
documents, system test plans, integrated work instructions, technical directives, and standard procedure
documents.
? Investigate flaws in the Graphics and cross-examining their alignment with the text. For this purpose
Image Composer were used to make changes in the Images.
? Careful alignment of the images with the text for a professional look.
? Preparation of Table of contents (Indexing).
? Testing the end product on different browsers and make appropriate recommendations to account for
browser dependencies.
EDUCATION
High School Diploma
Graduation (Appeared)
CERTIFICATION
? ITIL v3f certified Registration no 4943554.20232704
? ITIL Intermediate CSI certified no. GR755010175SS

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