You made a significant move from India to England to advance your career. How did that journey lead you to your role at SBS?
Tinni Dhar : I began my career in India, working as a Problem Analyst at BT before moving to the UK to pursue a Masters in Science (MSc) in Information Technology Management. While studying, I looked for a part-time job and found a position as a Service Desk Analyst at SBS. After graduating, I transitioned to full-time at SBS, marking the start of my second career. I started on the service desk two years and nine months ago, and as of September 16th, moved to a new role as an Application Support Analyst.
How did your role evolve from the service desk to support?
Tinni Dhar : Previously, I worked on triaging support calls at the service desk, where I would assign incidents to the appropriate teams. Now, as a support member, my role has shifted to resolving those issues directly. For example, when a customer reports an SQL problem, I troubleshoot, correct the SQL, and ensure the customer’s satisfied with the solution.
Before, I was on the service desk side, granting support teams access to customer servers. Now, as part of the support team, I’m the one using that access to solve issues on the customer’s system. My job has evolved from assigning tasks to directly providing solutions.
Reflecting on your time at the service desk, what achievements or contributions are you most proud of?
Tinni Dhar : I love creating Power BI reports and carrying out audits. I set up all the power BI reports in my team for service managers and external customers.
When I joined Sopra part-time, I had no experience with Power BI. Initially, I used Excel for reporting, but I decided to learn Power BI for a university dissertation. I created reports that impressed the service managers, because they provided clear, visual insights into issues like call delays and SLA compliance. My reports, especially for clients like Bank of Ireland and Hinckley & Rugby Building Society, are still used today, which is a source of great pride.
Another highlight was my involvement in audits. In 2022, I took over the responsibility of representing the service desk in audits after the previous person left. I developed a methodical approach to managing and tracking audit requests, which earned praise from clients like Marsden Building Society. This recognition was a significant moment, because it validated my efforts and skills in an area I initially knew little about.
What’s the best lesson you’ve learned so far?
Tinni Dhar : The most important lesson in my career is “you can’t be lazy” – you have to keep learning and growing.
Do you have a memorable anecdote to share?
Tinni Dhar : In my time at SBS, I’ve been promoted twice and recently moved into a new role. What more could I ask for?! I’m passionate about my work and can confidently say I LOVE MY JOB.
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