Bhaskar Bera
Riyadh,Saudi Arabia
Summary
Strategic Operations Excellence professional with strengths in ITIL governance and service delivery. Drives compliance with regulatory standards and ensures SLA achievement through effective stakeholder engagement and issue resolution. Facilitates cross-functional collaboration to enhance service quality and customer satisfaction.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Operations Excellence
Ejada (Al Rajhi Bank)
Riyadh, Saudi Arabia
01.2026 - Current
- Led end-to-end service delivery for critical banking applications, ensuring operational stability, SLA achievement, and compliance with SAMA regulatory requirements.
- Act as the primary point of contact for stakeholders, vendors, and technical teams, managing service delivery, governance, and major escalations.
- Govern ITIL processes including Incident, Major Incident, Problem, Change, Service Request, and Configuration Management.
- Monitor service performance, operational risks, and regulatory compliance while driving timely issue resolution.
- Prepare and present SLA reports, service dashboards, KPIs, and governance updates to management and business stakeholders.
- Ensure IT service management processes comply with SAMA regulations, internal policies, and audit requirements.
- Drive continual service improvement initiatives and ITSM workflow automation to enhance operational efficiency and service quality.
- Facilitate service review meetings and collaborate with cross-functional teams to improve customer satisfaction and overall service delivery.
Project Governance
Solutions By STC
Riyadh, Saudi Arabia
04.2024 - 01.2026
- Provided IT Service Governance and Managed Services oversight for leading Saudi financial institutions, including Al Rajhi Bank, Saudi National Bank (SNB), and Banque Saudi Fransi (BSF)
- Ensured managed services were delivered in alignment with SAMA Cybersecurity Framework (CSF) requirements, banking regulatory expectations, internal governance standards, and contractual SLAs.
- Governed end-to-end IT Service Management processes, including Incident, Problem, Change, Service Request, SLA, Availability, Capacity, and Service Quality Management across critical banking environments.
- Managed billing governance, revenue realization, and portfolio-level operational reporting.
- Analyzed service trends and identified opportunities for continual service improvement.
- Collaborated with Project Managers, Operations, and Strategy teams to enhance service maturity and operational excellence.
- Utilized EPM and ERP systems to track project performance and support executive reporting through dashboards and governance reviews.
- Conducted monthly and quarterly service governance reviews with customer stakeholders, project managers, and delivery teams to evaluate operational performance and drive continual service improvement.
- Supported governance activities related to SAMA regulatory compliance, audit readiness, control assessments, evidence collection, and remediation tracking.
- Governed operational risks, tracked audit findings, monitored compliance gaps, and ensured timely implementation of corrective and preventive actions.
HCL Technology
10.2016 - 04.2024
- Led ITIL-based Incident, Problem, Change, Release, and Configuration Management processes for large enterprise customers supporting critical business applications.
- Designed, implemented, and continuously improved ITSM processes to increase operational efficiency, governance, and service quality.
- Acted as a trusted advisor to customers on ITIL best practices, process governance, compliance, and operational maturity improvements.
- Conducted daily operational review meetings with customer stakeholders to review major incidents, operational risks, SLA performance, and service priorities.
- Developed governance frameworks and KPIs for Problem Management, resulting in improved problem qualification, trend analysis, and reduction of recurring incidents.
- Established Root Cause Analysis (RCA) quality standards and monitored compliance across all Major Incident investigations.
- Produced monthly executive reports covering problem trends, RCA compliance, service performance, SLA metrics, and continual improvement initiatives.
- Coordinated cross-functional teams including application support, infrastructure, development, QA, and operations to maintain service stability and successful change implementation.
- Managed configuration governance by defining configuration policies, maintaining process documentation, and ensuring configuration consistency across environments.
- Led Lean improvement initiatives that reduced annual operational costs by 15% while maintaining service quality and customer satisfaction.
- Supported continual service improvement initiatives through process optimization, KPI tracking, governance reviews, and operational reporting.
Wipro
10.2014 - 07.2016
- Led Incident Management operations supporting a major financial services client across the United States and Latin America.
- Managed an onshore/offshore Service Desk team of 17 engineers, ensuring consistent service delivery and SLA compliance.
- Served as the operational lead for customer meetings including daily operational calls, monthly service reviews, and escalation discussions.
- Coordinated with technical teams, application support groups, and service managers to ensure timely incident resolution and restoration of business services.
- Implemented and improved Incident, Problem, Change, and Release Management processes aligned with ITIL best practices.
- Monitored service performance, incident trends, SLA compliance, and escalation management while driving continual operational improvements.
- Fostered a culture of quality, accountability, collaboration, and continuous improvement across the support organization.
OnProcess Technology
03.2010 - 12.2011
- Provided Level 2 and Level 3 technical support for enterprise customers across the United States, Canada, and Latin America.
- Worked closely with global support teams to resolve complex technical incidents and ensure timely service restoration.
- Managed incident lifecycle activities using ServiceNow, ensuring accurate documentation, prioritization, escalation, and closure.
- Produced weekly and monthly operational reports using ServiceNow to support service performance tracking.
- Monitored enterprise applications, servers, databases, and infrastructure using UC4, Nagios, Informatica, and Salesforce.
- Investigated application and database-related issues while providing technical support and customer communication throughout the incident lifecycle.
- Contributed to reducing incident callback rates by 12% through accurate troubleshooting, effective communication, and timely follow-up.
Education
B. Tech - Applied Electronics and Instrumentation Engineering
Saroj Mohan Institute of Technology
01-2010
Senior Secondary - Pure-Science
Bantra P.L.S.N Boys High School
01-2006
Secondary - Science
Howrah Vivekananda Institution
01-2004
Skills
- Service delivery
- ITIL governance
- Operational reporting
- Regulatory compliance
- Service performance
- Incident management
- Problem management
- Change management
- Risk assessment
- Stakeholder engagement
- Continuous improvement
- Cross-functional collaboration
- Customer satisfaction
- Process optimization
Languages
English
Proficient
C2
Custom
Hardware Troubleshoot Computer Games Playing Guitar
Certification
- ITIL 4
- Linux TCP/IP Administration
- CCNA
- Big Data Hadoop
- PMP (Perusing)
Interests
- Hardware Troubleshoot
- Computer Games
- Playing Guitar
Timeline
Operations Excellence
Ejada (Al Rajhi Bank)
01.2026 - Current
Project Governance
Solutions By STC
04.2024 - 01.2026
HCL Technology
10.2016 - 04.2024
Wipro
10.2014 - 07.2016
OnProcess Technology
03.2010 - 12.2011
B. Tech - Applied Electronics and Instrumentation Engineering
Saroj Mohan Institute of Technology
Senior Secondary - Pure-Science
Bantra P.L.S.N Boys High School
Secondary - Science
Howrah Vivekananda Institution