Sanjit Mitra
Business Relationship And Service Delivery
Singapore
Summary
Performance and Business-driven strategic thinker, problem solver and leader with 19 years of experience aligning systems with business requirements, policies and regulatory requirements. Distinguished leadership skills and forward-thinking with commitment to increasing customer satisfaction. Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
6
6
Certificates
Work History
Vice President - Business Relationship
Citibank
01.2014 - Current
- Oversaw development and implementation of improvements to support network operations.
- Established performance goals for department and provided methods for reaching milestones.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Manage most technical, cost efficient and help to develop complex networks for Citibank. Manage secured and connected private networks at multiple sites across interstate corporate WAN.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Orchestrated Two Data Center migrations in Asia within strict timeframes and budget constraints by solving complex problems and working closely with multiple stakeholders. Planned, coordinated, and implemented network security measures on new Data Center.
- Management roles and responsibilities include planning, placing, and coordinate new services and engineering initiatives for existing and future network deployment from inception through completion.
- Govern financial network spending of project to ensure investment are properly funded and fund are logical utilized in interest of business. Achieved Productivity save of USD 2.5 million for year 2023 with all initiatives taken.
- Responsible to drive restoration of network services during outages through proper engagement of network resources and prioritization of solution targeting service recovery.
- Drive and actively participate in driving global consistent problem management process, while still channeling business/sector/technology organization specific requirement.
- Support project planning team for development and implementation of proposals and solutions to address hardware and software problems and network emergencies
- Planned and managed full project lifecycles, from conception through final completion. Oversaw up to 15 projects simultaneously without sacrificing standards.
- Hired and managed 5 new managers to drive business growth.
Manager – IT Service Management (Incident/Problem/Change)
Citibank
06.2012 - 12.2013
- Devised, deployed, and monitored processes to boost long-term business success and increase performance levels
- Implemented ticket tracking system (Service Now) and worked with multiple teams team to create customized system for improved tracking and logging of work issues
- Streamlined operational efficiencies by delivering recommendations for knowledge-based processes and procedures
- Worked directly with management and application/platform departments to brainstorm, discuss strategy, and mitigate unknown issues.
- Developed internal requirements which complied with company standards to minimize regulatory risks and liability across program.
- Created, updated, and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Senior Consultant – IT Service Management (Incident/Problem)
Optimum Solutions
04.2011 - 05.2012
- Provided Service Management point of escalation for Delivery Centers on service including point of contact for offshore Service Management teams
- Maximized throughput, patient satisfaction and staff efficiency by development and implementing optimized care models.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Developed service plans in consultation with clients and performed follow-ups assessing quantity and quality of services.
- Built and strengthened relationships with area governments, departments, and agencies to manage effective planning and implementation of emergency response strategies.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
Education
Master of Science - Global Human Resource Management
University of Roehampton
London, United Kingdom 04.2021 - 03.2022
Masters In Business Administration - Business Management
Cardiff Metropolitan University
Wales, United Kingdom 04.2019 - 7 2020
Skills
Customer relationship management
Service Delivery
Leadership
Agile framework
Analytical and Critical Thinking
Data Center Management
Human Resources Management
Process Improvement
Project Management
Network Administration
Productivity Improvement
Business Analysis
IT Risk Management
Business Administration
Strategic Planning
Customer Relationship Management
Certification
04/01/21, Prince2 Foundation
Timeline
Master of Science - Global Human Resource Management
University of Roehampton
04.2021 - 03.2022
Masters In Business Administration - Business Management
Cardiff Metropolitan University
04.2019 - 7 2020
Vice President - Business Relationship
Citibank
01.2014 - Current
Manager – IT Service Management (Incident/Problem/Change)
Citibank
06.2012 - 12.2013
Senior Consultant – IT Service Management (Incident/Problem)
Optimum Solutions
04.2011 - 05.2012