Oct 2019 – Nov 2022 · 3 yrs 1 mo

• Led the strategy, management, and delivery of collaboration tooling platforms to drive workplace productivity across the organization.
• Key Achievements:
• Oversaw end-to-end lifecycle and adoption of collaboration tools including Microsoft Teams, SharePoint, Yammer, Streams, and Kaltura, enhancing employee productivity and engagement.
• Managed partner/vendor relationships to ensure seamless support and tool performance, aligned with SLAs and user satisfaction targets.
• Played a strategic role in designing and managing the next-generation collaboration ecosystem, ensuring scalability, security, and business alignment.
• Drove cross-functional coordination across global teams to support transformation and tool standardization initiatives.
• Core Skills:
• Digital Workplace Platforms · IT Service Management (ITSM) · Vendor Management · Collaboration Tools · Platform Governance · Stakeholder Engagement · Microsoft 365 · Customer Satisfaction

Feb 2016 – Oct 2019 · 3 yrs 8 mos

• Led IT Service Integration, Operations, and Local Delivery across PAN India, aligning site-level services with global and regional IT strategies.
• Key Achievements:
• Successfully integrated global, regional, and local IT services at multiple sites, ensuring seamless handover and delivery of service operations.
• Managed the entire lifecycle of site IT services, ensuring performance, continuity, and compliance with corporate standards.
• Led contract and vendor management for local IT suppliers, ensuring optimized service delivery and cost efficiency.
• Oversaw L4L IT cost management and operational support for the PAN India Lighting Business, delivering consistent service levels across the region.
• Collaborated with business units and IT Business Partners to align IT Operations with strategic goals and transformation initiatives.
• Fostered strong working relationships with suppliers, service leads, and internal stakeholders to improve service governance and issue resolution.
• Core Skills:
• IT Service Integration · Local IT Operations · Cost Optimization · Contract & Vendor Management · IT Lifecycle Management · Business Engagement · Regional Delivery Management · Service Transition · IT Governance

Jul 2014 – Oct 2019 · 5 yrs 3 mos · Gurgaon, India

• Drove regional IT initiatives across APAC and led satisfaction, service desk, and communication strategies to enhance corporate IT services.
• Key Achievements:
• Led Corporate IT service delivery across the APAC region, ensuring alignment with regional and global standards.
• Appointed IT Satisfaction Cluster Champion, consistently improving user experience and feedback loops across business units.
• Served as Regional Rollout Lead for the One IT Service Desk Program, streamlining ticketing, support workflows, and performance reporting.
• Acted as Single Point of Contact (SPOC) for the Forwarding & Distribution Units, managing IT engagement across national, regional, and local distribution centers.
• Spearheaded internal communications as IT Communication Champion, strengthening awareness of IT initiatives and fostering stakeholder trust.
• Core Skills:
• Corporate IT Governance · IT Satisfaction Management · Service Desk Transformation · Stakeholder Communication · Regional IT Operations · User Experience (UX) · Process Improvement

Dec 2013 – Jul 2014 · 7 mos · Noida

• Delivered strategic IT services for high-value global clients, with a focus on SLA compliance, automation, and transformation.
• Key Achievements:
• Directed service delivery for enterprise clients across multiple industries, consistently maintaining SLA compliance above 98%.
• Drove automation and process enhancements, resulting in a 40% improvement in operational efficiency.
• Oversaw end-to-end transitions and transformation programs, ensuring timely delivery, seamless handovers, and minimal business disruption.
• Core Skills:
• IT Service Delivery · Process Automation · SLA/KPI Management · Client Relationship Management · Service Transition & Transformation · Operational Excellence

Aug 2012 – Dec 2013 · 1 yr 4 mos

• The Global Quality Lead is responsible for improving Incident Management processes by analyzing quality performance of process roles, quality standards, achievements against KPI/SLA-metrics, achievements against business objectives and customer satisfaction experience.

Jun 2010 – Dec 2012 · 2 yrs 6 mos

• Manager - Service Deslivery/Project Specialist (SME)
• Earlier - Service Desk Manager

Jun 2010 – Apr 2012 · 1 yr 10 mos

• Process: Service Desk Voice and Network (RVI), MSDP and Ericsson IT Support (UNIX – Open source platform)
• Had been a part of CMMI implementation (Service Excellence Group) and have developed processes and guidelines for OE&A
• Roles & Responsibilities: Team Management, Performance tracking and management for all members, SLA management and reporting, Skill up gradation of assignees
• Current Responsibilities
• Forecasting and minimizing occurrence of incidents through Trend Analysis
• Restoration of service in co-ordination with Problem Control and other support functions
• Keeping Business Units updated
• Client interaction on Business improvements and cater to new business needs
• Coordinated all schedules of the staffs.
• Managed all the help desk related operations in a project network atmosphere.
• Researched and collected the results and prepared the report on that research which will be helpful in future.
• Prepared documentation and carried out advertising of tools.
• Attended different seminars to raise and collect information.
• Managed the process of handling of all Customer Trouble Tickets and work orders r
• received by Service Desk.
• Coordinated activities with Field Organizations to solve customer problem. If necessary escalate CTT to Back Office Engineers and cross functional coordination.
• Managed Service Desk team and all necessary activities.
• Responsibility for budget understanding and realization.

Feb 2009 – Jun 2010 · 1 yr 4 mos · Noida

• Presently leading Incident Management Desk as Incident Administrator and assisting Incident Manager of the Project.
• Awards
• Best Team Manager (Team Performance) Q2'09

Dec 2003 – Nov 2005 · 1 yr 11 mos

• Attainments
• Instrumental in developing paper less drive for the account that links the information required by an associate on the calls.
• Distinguished efforts towards the development
• Lines of communication, lateral designations viz. specialists and L2s for specific task management to facilitate in the removal of monotony from the rep level job and increased retention.; Work Responsibilities:
• Taking inbound calls and e-mails for Amazon(online shopping)
• Handling queries about shipping of the ordered products.
• Addressing issues related to products available and pricing.
• Accomplishments:
• Also handled a team of 15 agents taking calls.
• Coached the new hires on the policies and procedures
• Gave process related updates and trainings

Jan 2005 – Jan 2009 · 4 yrs

• Handled several Teams
• Worked for the core team involved in the setting up of British Telecom process in HCL, Noida BT broadband is the UK telecom giant providing PSTN & BB Services to residential and business consumers.
• Process: BT Broadband Yahoo Support, Repeat Caller Account Management Desk, High Level Complaints
• Competence Development for the bottom performers of each quarter
• Career Growth
• Dec’ 05 – Oct’ 06 Technical Support Officer: BT Yahoo/MAC Support, Specialist High Level Complaints
• Nov’06 –Dec’07 Subject Matter Expert
• Jan’ 08 – Feb’ 09 Team Manager