S Banerjee
@sbanerjee
I lead technical support and engineering teams to improve banking reliability, reduce escalations, and raise MTTR.
IndiaWhat I'm looking for
I’m a Technical Support and Engineering leader with 17+ years in global banking technology, including 6+ years managing and mentoring teams of 15+ professionals. I bring a customer-centric mindset that pairs strong technical depth with disciplined service management and clear stakeholder communication.
In my current Technical Manager role, I manage and mentor a team delivering Local Regulatory Reporting (LRR) data models and reporting components, ensuring regulatory and compliance alignment. I drove an 85% reduction in incident volume, 90% reduction in escalations, and 60% improvement in MTTR through ITIL governance, RCA, and controlled deployment practices, and I own major incident management end-to-end using ServiceNow and Remedy. I also improved CSAT from 3 to 6.2/7 within 2 years by focusing on proactive issue resolution, transparent stakeholder updates, and consistent service quality improvements.
Previously, I served as Senior Technical Lead and SPOC / IT Application Owner, where I was accountable for end-to-end L3 resolution and platform stability across globally distributed user bases. I strengthened RCA, preventive engineering, and performance bottleneck identification using ServiceNow, Remedy, and Genos Monitoring, while leading migration utilities, validation scripts, and automation components to reduce manual effort and recurring incidents. I’m equally comfortable coaching and performing hands-on troubleshooting with a technical foundation in Java, Python, SQL, and REST APIs.
Experience
Work history, roles, and key accomplishments
Managed and mentored a team delivering Local Regulatory Reporting (LRR) data models and reporting components with regulatory and compliance alignment. Drove incident reduction, escalations reduction, and MTTR improvement through ITIL governance, RCA, and controlled deployment; led end-to-end major incident management using ServiceNow and Remedy.
Combined hands-on L3 support with team leadership for critical ECM and reporting applications, resolving high-volume business-critical incidents and driving platform enhancement. Directed migration utilities, validation scripts, and automation components to improve resolution speed and reduce manual effort; strengthened RCA and preventive engineering using ServiceNow, Remedy, and Genos Monitoring.
Provided hands-on L3 support and technical direction for ECM platforms, ensuring stable high-availability production performance. Led automated batch processes, migration utilities, and platform enhancements, including large-scale content migration; improved operational processes through quality audits and workflow refinements while ensuring ITAO/TISO compliance.
Delivered L3 support and built automation solutions (including Gatekeeper processes) to reduce manual intervention and improve support workflows. Contributed to continuous process refinement and knowledge sharing to strengthen support operations.
Provided L2 production support with SLA adherence, contributed to third-party system integrations, and supported onboarding and training to improve team ramp-up efficiency.
Education
Degrees, certifications, and relevant coursework
JIS College of Engineering
Bachelor of Technology (B.Tech), Computer Science and Engineering
2004 - 2008
Earned a B.Tech in Computer Science and Engineering from JIS College of Engineering in Kalyani, India (2004–2008).
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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