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Taniya Mukherjee

@taniyamukherjee

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Service Level Management Consultant Specialist at HSBC, advancing service governance and reporting.

India

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What I'm looking for

I’m seeking opportunities to use my IT Service Management and IT Operations expertise to enhance processes, combining leadership and communication with technical, analytical, and decision-making capabilities.

At HSBC, I oversee the end-to-end Service Level Management process, focusing on governance, controls, and service performance. I prepare monthly KCI/KPI reports and analyze datasets to help identify trends, exceptions, and risks.

As the primary SME and point of contact for the Service Level Management team, I drove the ServiceNow migration project with developers, documenting requirements and validating workflows through UAT. I also developed SOPs and user manuals for the transition.

Earlier at HSBC, I worked in service management, quality, and IT operations roles, including audit and data quality work, training, and technical support. I’m trained in PMP and hold ITIL V3 and ITIL CSI certifications.

Experience

Work history, roles, and key accomplishments

Current

Consultant Specialist

Current

HSBC

Jan 2024 - Present (2 years 9 months)

Oversee end-to-end Service Level Management with focus on governance and control. Facilitate audit closures, prepare performance reports, and drive ServiceNow migration.

Service Level Management Governance Audit ServiceNow UAT Generative AI Stakeholder Management Data Cleaning KPI Reporting

Senior Analyst

HSBC

Jan 2016 - Dec 2024 (8 years 11 months)

Managed data governance and oversight of technology services and outages. Engaged with support teams to improve processes and facilitated training and community sessions.

Data Governance Incident Management Problem Management Training Stakeholder Management Data Quality Process Improvement

Quality Lead

HSBC HDPI

Jan 2011 - Dec 2016 (5 years 11 months)

Conducted quality audits for first- and second-line teams, standardized quality metrics, and facilitated onboarding and technical training for new team members.

Quality Audits Quality Metrics Training Knowledge Management SOPs Customer Experience

Quality Analyst

HSBC HDPI

Jan 2009 - Dec 2011 (2 years 11 months)

Reviewed customer call recordings and analyzed feedback to identify service delivery errors and operational gaps. Provided structured feedback to helpdesk management.

Quality Analysis Call Monitoring Feedback Process Improvement

IT Analyst

HSBC HDPI

Jan 2008 - Dec 2009 (1 year 11 months)

Troubleshot technical issues for bank users, contacted support and server teams to resolve issues, and escalated based on priorities. Mentored and trained new joiners.

Technical Support Troubleshooting Escalation Management Mentorship