BASUDEV SARKAR PMP®, PMI-ACP®
QUERETARO
Summary
Service Delivery & Operations Leader with 18+ years in Business operations and IT Infrastructure. Skilled in digital transformation, automation, AI/analytics, and hybrid cloud. Proven track record in driving operational excellence, leading global teams, and delivering complex projects on time. Transitioning into Project Management to lead scalable, innovation-driven initiatives with strong data analysis skill and cross-functional leadership. Recognized for strong emotional intelligence, adaptability, reliability and value delivery.
Overview
18
18
years of professional experience
9
9
Certificate
50
50
Member Global Team mgmt experience
4
4
Professional Language Fluency
Work History
Service Delivery Manager
Tata Consultancy Services
11.2023 - Current
- Led a 40-member L1/L2 support team handling 15,000+ tickets/month; achieved 30% YoY ticket reduction, improving cost efficiency and margins. Strengthened client relationships, improved service KPIs, managed multi-location teams, drove escalations, and enabled revenue growth through cross-functional collaboration. Oversaw budgets, project scope, risks, and stakeholder communication.
Program Manager
Tata Consultancy Services
04.2020 - 11.2023
- Directed a 50+ member global team for large-scale infrastructure consolidation and support operations spanning 1,000+ servers, 500+ network devices, and multiple DB platforms. Delivered cross-functional programs on time and within budget; drove service quality, implemented performance metrics, improved reporting, managed vendors, and practiced Agile/SDLC methodologies.
Solutions Specialist
Tata Consultancy Services
03.2019 - 03.2020
- Designed client-centric IT solutions, managed RFP/RFI responses, improved delivery workflows, and mentored junior team members. Collaborated with technical teams to align solutions with business objectives.
Assistant Manager
Tata Consultancy Services
02.2016 - 02.2019
- Managed daily operations across banking, insurance, and media verticals. Streamlined processes, improved communication channels, and maintained operational quality and performance.
Operations Team Leader
Tata Consultancy Services
06.2012 - 02.2016
- Lead business operations from multiple industry verticals, such as Banking, Insurance, and Media & Entertainment services.
Subject Matter Expert
Tata Consultancy Services
09.2009 - 05.2012
- Delivered expert operational support for major US media and banking clients, ensuring accuracy, compliance, and business continuity.
Process Specialist
Tata Consultancy Services
09.2007 - 08.2009
- Delivered regular financial operational requirements for a large banking customer.
Education
Bachelor of Commerce - Financial Accounting (Honours)
Calcutta University
Kolkata, India06-2006
Skills
- Data analysis expertise
- Customer service excellence
- Project management
- Agile 20 & Hybrid PMO
- Business requirements analysis
- Customer-focused value delivery
- Leadership in Remote & Hybrid Environments
- Emotional INtelligence
- Radical Clarity in communication
- Negotiation
- Decision Making under uncertainty
- Storytelling with Data
- Business Transformation
- Business and Financial Acumen
- Proficient in ITIL practices
Languages
English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Certification
- Certified PMP®, PMI - June, 2025
- Certified Google Cloud GEN-AI Leader , Google Inc - August, 2025
- Certified PMI-ACP®, PMI - October, 2025
- Certified CF1®, CII UK - 2017 (UK Financial Services, Regulations and Ethics)
- Certified FA1®, CII UK - 2019 (Life Insurance Administration)
- Certified FA2®, CII UK - 2018 (Pensions Administration)
- Google Cloud GEN-AI Leader (Google Inc.) - 2025
- Business Analysis Foundation (NASBA) - 2025
- Financial Statement Analysis (NASBA) - 2025
- Practical Application of Generative AI (PMI) - 2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Service Delivery Manager
Tata Consultancy Services
11.2023 - Current
Program Manager
Tata Consultancy Services
04.2020 - 11.2023
Solutions Specialist
Tata Consultancy Services
03.2019 - 03.2020
Assistant Manager
Tata Consultancy Services
02.2016 - 02.2019
Operations Team Leader
Tata Consultancy Services
06.2012 - 02.2016
Subject Matter Expert
Tata Consultancy Services
09.2009 - 05.2012
Process Specialist
Tata Consultancy Services
09.2007 - 08.2009
Bachelor of Commerce - Financial Accounting (Honours)
Calcutta University
Awards
- Beyond Performance Award, TCS Soldier Award (2020, 2023)
- Service & Commitment Award (2022)
- Award for Innovation, Innovista Sparkles (2022)
- Award for Excellence, Best Team Award (Mar, 2025)
-
Affiliations
- PMI: https://community.pmi.org/profile/basudevsarkar
- Linkedin: https://www.linkedin.com/in/basudev-sarkar-pmp%C2%AEpmi-acp%C2%AE-4434376a/
Interests
- Culinary experimentation (Continental cuisine) demonstrating creativity and attention to detail
- Swimming and regular fitness training promoting discipline and wellbeing
- Volleyball fostering team collaboration and strategy
- Hiking reflecting resilience and a passion for exploration
Software
Project Management Tools: Jira, Asana, ServiceNow
ITSM Platforms: ServiceNow
Infra Monitoring : SITE 24/7
Contact Center Tool : Genesis
Cloud : AWS
Automation Tool : Success KPI
AI Tool : Chat GPT, MS CO-PILOT, Gemini
AI Tool Developed : Google AI Studio
Technical Skills / Tools
- Project Management Tools: Jira, Asana, ServiceNow
- ITSM Platforms: ServiceNow
- Infra Monitoring : SITE 24/7
- Contact Center Tool : Genesis
- Cloud : AWS
- Automation Tool : Success KPI
Awards
- Beyond Performance Award, TCS Soldier Award (2020, 2023)
- Service & Commitment Award (2022)
- Award for Innovation, Innovista Sparkles (2022)
- Award for Excellence, Best Team Award (Mar, 2025)
-
Interests
- Culinary experimentation (Continental cuisine) demonstrating creativity and attention to detail
- Swimming and regular fitness training promoting discipline and wellbeing
- Volleyball fostering team collaboration and strategy
- Hiking reflecting resilience and a passion for exploration