Rahul Chakraborty
ATHLONE
Summary
High-performing IT professional with expertise in product, project, and service delivery management. Proven success in supplier management and business relationship development across global shared services. Demonstrated ability to streamline IT operations, enhance vendor management, and oversee service transitions effectively. Extensive experience in diverse international environments, transforming challenges into opportunities within complex ecosystems.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Product Manager
GlobalLogic UK&I
ATHLONE
01.2024 - Current
- Developed comprehensive product backlogs and verified outcomes of code corrections.
- Conducted regular meetings with customers to review requirements and project progress.
- Utilized JIRA, MS Projects, and Confluence to provide detailed analysis for senior leadership.
- Managed product lifecycle from conception through to retirement, optimising performance and profitability at each stage.
- Collaborated with engineering and design teams to refine product specifications, enhancing user experience and functionality.
- Directed two software development teams totaling 15 members in Ireland.
- Executed software vulnerability patches, ensuring timely bug resolution.
- Administered effective software change and release management processes.
- Established quality control processes, maintaining high standards of product excellence and reliability.
- Led cross-functional teams in the development and launch of innovative products, significantly increasing market share.
- Presented product updates and strategic plans to stakeholders and executive teams, securing buy-in and resources for initiatives.
IT Service Delivery Manager
Sidero Ltd
ATHLONE
01.2023 - 12.2023
- Developed IT managed service strategy and framework for enhanced operational efficiency.
- Established AWS Managed Service offerings for diverse client business streams.
- Operationalized ITSM processes based on ISO 20 K, facilitating client onboarding to MSP portfolio.
- Led team of 3 cloud experts while managing service delivery for 3 clients.
- Reduced customer onboarding time from six weeks to four weeks.
- Executed infrastructure automation projects to enable service monitoring and auto-ticketing.
- Generated regular reports with comparative KPI analysis for stakeholders.
- Supported Pre-sales team in bids, achieving a conversion rate of 70% with average deal size of 2M to 3M USD.
- Supervised technical work according to applicable best practices and regulatory requirements.
Portfolio Manager
Absoltech Ltd
10.2022 - 12.2022
- Establishing managed service strategy and framework.
- Setting up AWS Managed Service offerings for global scope.
- Recruiting team members to form the managed service delivery team.
- Screening multiple suppliers for partnership and handling merger and acquisition with selective partners for enhancing core capabilities and competencies.
IT Service Delivery Manager
Huawei Technologies (U) Ltd
Kampala
01.2021 - 09.2022
- Led Huawei ITO project in East Africa, overseeing global IT managed services contracts.
- Managed a team of over 75 members and directed a 24/7 NOC for telecom service monitoring.
- Executed strategic decisions on headcount, project finance, and annual budget of 2M USD.
- Maintained profit margin of 37.93% year-on-year across all projects.
- Developed Cloud Service Management processes aligned with ITIL V4, guiding transformation from ITIL V3.
- Achieved highest ITSM score of 3.4/5 across 22 countries for MTN.
- Interfaced with client CTIOs regarding governance, account performance, and infrastructure projects.
- Established an End-to-End Service Catalog with complete auto-discovery for two global clients.
- Conducted tactical troubleshooting to identify faults.
- Spearheaded IT service delivery projects, aligning team efforts with business objectives for enhanced operational efficiency.
- Championed customer feedback mechanisms, incorporating insights into service improvements for higher satisfaction rates.
Senior Consultant IT Transformation
MTN NIGERIA
Lagos
03.2020 - 12.2020
- Spearheaded IT transformation initiatives for clients across West Africa.
- Established IT delivery framework at MTN Nigeria, enhancing ITSM practices organization-wide.
- Mapped value stream of 14 units within Africa's largest telecom company to align with organizational objectives.
- Re-engineered IT service delivery by automating processes through ServiceNow, correcting audit points.
- Modernized IT service transition processes by integrating traditional, agile, and DevOps methodologies.
- Transformed operations practices using internal maturity KPIs to drive efficiency improvements.
- Created governance framework to measure transformation KPIs and report progress to CIO.
- Developed leadership programs for Analysts and Managers, promoting talent development from contributors to leaders.
- Implemented innovative methodologies for process improvement, resulting in increased efficiency and productivity.
IT Service Delivery Manager
Huawei Technologies
Kampala
04.2016 - 02.2020
- Directed data center migration projects, including Unix and Windows server builds.
- Managed networking load balancers (F5), firewalls, SAN, and NAS deployments for EMC and NetApp.
- Oversaw cloud deployment projects and DevOps infrastructure implementations.
- Implemented monitoring solutions using NAGIOS for improved system performance.
- Analysed performance data to identify trends and areas for improvement, driving continuous service enhancement.
- Championed customer feedback mechanisms, incorporating insights into service improvements for higher satisfaction rates.
- Monitored compliance with regulatory requirements, safeguarding company reputation and avoiding potential fines.
- Implemented disaster recovery plans, ensuring business continuity in the face of unforeseen IT challenges.
- Coordinated with external partners to integrate third-party services seamlessly, enhancing overall service provision.
IT Supplier and Contracts Manager
Wipro Ltd
Reading
09.2014 - 03.2016
- Directed team of over 130 IT suppliers, managing contract renewals and legal reviews.
- Negotiated procurement contracts for products and services from IBM, HP, Salesforce, Microsoft, and Accenture.
- Converted short-term contract renewals to long-term agreements, achieving cost savings up to 25%.
- Saved approximately GBP 700K in first half of 2016 through strategic contract management.
- Provided Supplier Relationship Management for over 150 IT suppliers, conducting regular performance reviews.
- Served as single point of contact for product and license procurement across multiple suppliers.
- Acted as Lead Liaison for client relations and escalation management, ensuring compliance with contract terms.
- Recovered over £800K from a supplier through effective contract enforcement.
- Negotiated contracts with suppliers to secure cost-effective procurement solutions, achieving significant annual savings.
- Prepared and maintained comprehensive procurement documentation, including contracts, proposals, and supplier evaluations, for audit compliance.
- Consulted with suppliers, reviewed contracts and evaluated quotations.
- Negotiated pricing, credit terms and transportation with suppliers.
Lead - Transition Management
Wipro Ltd
Kampala
09.2011 - 08.2013
- Facilitated transition of IT operations from four client bases to centralized hub in Uganda.
- Established Change Management Board with General Managers across four countries.
- Developed Change Management process workflow and introduced six KPIs for progress tracking.
- Managed CMDB accuracy using Remedy and integrated Nagios monitoring tools.
- Achieved reduction of emergency change KPI from 80% to 15% within three months.
- Decreased incident rate by 70% as a result of improved change processes.
IT Manager
Wipro
Kolkata
01.2011 - 08.2011
- Managed 400 servers, four storage systems, and 44 network devices as Tech Lead.
- Reengineered Incident, Problem, and Change Management processes to improve business alignment.
- Evaluated supplier performance against contractual obligations; conducted research for new vendor partnerships.
- Directed collaboration with 25 local suppliers, including HP, Dell, Check Point, and Cisco.
- Negotiated long-term contracts with third-party vendors, reducing Opex impact by 15% annually.
- Prepared raw data for IT Capex and Opex budgets; created detailed budget sheet for CFO review.
- Recognized as Most Proactive IT Manager of 2011 at Wipro Ltd.
Windows Server Engineer - L2 & Change coordinator
Wipro
Kolkata
07.2008 - 12.2010
- Resolved significant incidents involving network outages, Checkpoint, AD, DNS, DHCP, and infrastructure components.
- Acted as Technical Lead and Change Management Coordinator for critical server and infrastructure activities.
- Supervised Service Desk and Incident Department while enhancing Problem and Change Management processes.
- Developed a high-performing team of six members to optimize service management operations.
Education
MBA -
THE University of Nottingham Business School
08.2014
Master's - information science
West Bengal University of Technology
05.2010
Bachelor's - computer science
University of Calcutta
05.2008
Skills
- IT product management
- Generative AI in product management
- Supplier and vendor management
- IT infrastructure and ITSM
- Application development oversight
- ITIL V3 and V4 expertise
- Cloud-managed services
- Agile methodologies
- Product management
- Risk management
- Product development process
- Competitive analysis
- Knowledge of Google Analytics
- Planning and strategy
- Project management
- Market research
- Strategic thinking
- Microsoft Office Suite
- Crisis management
- Process improvement
- Service level management
- NOC operations management
- JIRA software
- Generative AI and Prompt Engineering
Certification
- ITIL Expert, 2016-01-01
- ITIL V4, 2019-01-01
Websites, Portfolios and Profiles
https://www.linkedin.com/in/rachakz/
References
Available upon request.
Languages
English
Personal Information
Hobbies and interests
- Music
- Cooking
Timeline
Product Manager
GlobalLogic UK&I
01.2024 - Current
IT Service Delivery Manager
Sidero Ltd
01.2023 - 12.2023
Portfolio Manager
Absoltech Ltd
10.2022 - 12.2022
IT Service Delivery Manager
Huawei Technologies (U) Ltd
01.2021 - 09.2022
Senior Consultant IT Transformation
MTN NIGERIA
03.2020 - 12.2020
IT Service Delivery Manager
Huawei Technologies
04.2016 - 02.2020
IT Supplier and Contracts Manager
Wipro Ltd
09.2014 - 03.2016
Lead - Transition Management
Wipro Ltd
09.2011 - 08.2013
IT Manager
Wipro
01.2011 - 08.2011
Windows Server Engineer - L2 & Change coordinator
Wipro
07.2008 - 12.2010
MBA -
THE University of Nottingham Business School
Master's - information science
West Bengal University of Technology
Bachelor's - computer science
University of Calcutta