Anirban Majumdar
About Anirban Majumdar
Anirban Majumdar serves as the Head of Global Support at CleverTap, where he has worked since 2019. He has a background in IT service management, having held various roles at Wipro BPO, Prudential Global Services, and Convergys.
Current Role at CleverTap
Anirban Majumdar serves as the Head of Global Support at CleverTap, a position he has held since 2019. In this role, he oversees the Global Support Team, focusing on enhancing support operations and ensuring efficient issue resolution. He conducts Quarterly Business Reviews to evaluate team performance and implement improvements. His responsibilities include managing both internal and external escalation processes, which are crucial for maintaining service quality.
Previous Experience in IT Support
Anirban Majumdar has extensive experience in IT support and service management. He began his career at Wipro BPO as a Technical Associate from 2003 to 2005. He then worked at Prudential Global Services Private Limited, where he held multiple roles, including Assistant Manager for the IT Service Desk/User Administration from 2008 to 2011 and Project Manager from 2011 to 2019. He also briefly served as a Team Leader at Convergys in 2008.
Team Expansion and Development Initiatives
During his tenure at CleverTap, Anirban successfully expanded the Global Support Team from 4 to 21 members within 1.5 years. He developed and implemented Objectives and Key Results (OKR) for the team, which helped in setting clear performance targets. His focus on continuous process improvement has led to enhanced operational efficiency within the team.
Operational Improvements and Support Management
Anirban Majumdar has implemented 24/7 support operations at CleverTap by establishing seamless handover processes between shifts. He emphasizes attrition management, recruitment, and resource management to maintain team stability. Additionally, he has established cross-functional processes to facilitate communication and requirement exchange for product enhancements, updates, and bug fixes.