Arghya Sen

Results-driven HR Tech and SaaS professional with 10+ years of experience across enterprise implementations, technical consulting, backend operations, and customer solution delivery. Currently working as an Assistant Manager at Darwinbox, contributing to enterprise HRMS implementations, backend solutioning, L2 support architecture, automation initiatives, and data migration projects for large-scale Indian and global customers. Experienced in cross-functional collaboration with Product, Engineering, QA, Integrations, and Customer Success teams to troubleshoot complex functional and technical issues, optimize workflows, improve operational efficiency, and deliver scalable enterprise solutions within fast-paced SaaS environments.

Implementation Associate → Consultant → Senior Consultant → Assistant Manager - Darwinbox Digital Solutions Private Limited

(2020-03)

• Managed end-to-end implementation of Darwinbox HCM modules across multiple enterprise clients, ensuring smooth phase-wise deployment, configuration, testing, UAT, and go-live support.
• Worked extensively on client onboarding, requirement gathering, process understanding, solution consulting, and implementation support across HRMS workflows.
• Provided functional and technical support to enterprise customers during the COVID period through email, calls, and ticketing platforms, ensuring timely issue resolution and enhanced customer experience.
• Troubleshot complex functional and backend technical issues involving workflows, employee data, integrations, permissions, and platform configurations.
• Handled critical backend operations and issue management using tools such as HappyFox CRM and JIRA, ensuring SLA adherence and efficient escalation management.
• Led and managed a team of 10–15 members within the L2 Support Architecture team, overseeing issue triaging, workload distribution, mentoring, quality checks, and escalation handling.
• Collaborated cross-functionally with Product, Engineering, QA, Support, and Implementation teams to resolve critical production issues and improve platform stability.
• Contributed to automation, frontend enablement, and self-service optimization initiatives aimed at reducing backend support dependencies, improving operational efficiency, and enhancing customer experience.
• Supported technical troubleshooting activities involving scripts, backend configurations, data validations, and issue resolution for enterprise customers.
• Currently contributing to the Data Migration Tool initiative, focused on enabling seamless migration of customer data from legacy HR systems into Darwinbox.
• Participated in customer discussions, stakeholder coordination, testing activities, deployment validations, and post-implementation support across multiple projects.
• Assisted in process documentation, knowledge transfer, issue RCA analysis, and continuous improvement initiatives within the support and implementation ecosystem.

Software Support Executive - Rance Computer Pvt. Ltd. - Kolkata, West Bengal

(2015-09 - 2020-01)

• Provided remote and on-site ERP implementation, application support, and customer assistance through phone, email, live chat, and remote troubleshooting sessions.
• Managed backend ERP operations, data handling activities, and application-level configurations to support smooth business process execution for multiple clients.
• Performed detailed issue analysis, root cause identification, troubleshooting, impact assessment, and resolution planning for functional and technical ERP-related issues.
• Supported multiple enterprise clients by handling incidents, service requests, and customer queries while ensuring timely resolution and effective communication.
• Collaborated with end-users, support teams, and internal technical teams to diagnose issues, provide workarounds, and deliver sustainable resolutions.
• Documented issue resolutions, troubleshooting steps, and process improvements within the knowledge management framework to enhance team efficiency and support quality.
• Followed standard escalation procedures for unresolved or critical issues and coordinated with development teams for faster issue closure.
• Conducted research, testing, and troubleshooting activities to identify system-level issues and recommend corrective actions.
• Assisted in training, mentoring, and knowledge-sharing initiatives to improve technical competency and process adherence across the support team.
• Maintained high standards of customer communication by providing prompt updates, accurate feedback, and professional support throughout the issue lifecycle.
• Contributed towards maintaining operational efficiency, process compliance, and customer satisfaction across ERP support and implementation activities.

Marketing / Tech-Support - NIIT, Limited - Kolkata, West Bengal

(2013-03 - 2014-10)

• Handled customer engagement activities by assisting prospective and existing students with information related to ongoing and upcoming technical training programs and certification courses.
• Managed inbound enquiries through calls and direct interactions, providing course guidance, resolving queries, and supporting the overall admission and counselling process.
• Delivered technical assistance and user guidance for training products and learning platforms, helping reduce dependency on technical support interventions.
• Conducted product and process demonstrations for students and customer groups to improve user understanding and adoption of training tools and services.
• Supported sales and business development efforts by converting inbound leads and enquiries into successful enrolments through consultative communication and relationship management.
• Collaborated with internal teams to ensure smooth coordination between marketing, counselling, and technical support activities.
• Maintained professional communication standards while handling customer interactions, follow-ups, issue resolution, and service support activities.
• Contributed towards customer satisfaction, lead generation, and operational support within a fast-paced training and education environment.

Bachelor of Science - Information Technology - Kuvempu University (2014)

Diploma - Software Engineering (GNIIT) - NIIT, Kolkata (2014)

Higher Secondary - Kendriya Vidyalaya, Barrackpore AFS (2011)

Secondary - Kendriya Vidyalaya, Barrackpore AFS (2009)