Jan 2020 – Feb 2022 · 2 yrs 1 mo

• Heading the Technical Advisory team for McKinsey & Company's - ClienTech group as Technical Advisory Lead. Responsibilities include but are not limited to:
• Manage staff development, assessment, training, motivation, discipline, recruitment and retention to promote the highest professional standards within the technical environment
• Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
• Manage escalations and act as a technical escalation point for team members
• Review complaints, design RCA’s and build/implement corrective actions
• Service Level Agreements and OLA management.
• Manage the team’s performance and ensure that the service levels are met or exceeded
• Work towards team’s development and oversight, which includes coaching team members on performance, priorities,communication, etc.
• Instill best industry ITIL practices and develop team processes that promote efficiency and communication excellence
• Assessing processes/tools to determine their effectiveness and design/implement new protocols whenever needed.
• Create positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives.
• Contribute to the success of the team and assist in improving the overall customer's experience
• Initiate and lead continuous service improvement efforts (e.g., increased first contact resolution etc.).

Apr 2017 – Jan 2020 · 2 yrs 9 mos

Jan 2016 – Mar 2017 · 1 yr 2 mos

Jul 2011 – Dec 2015 · 4 yrs 5 mos

• Managing IT Infrastructure, Managing team, managing IT support from service delivery prospective and quality prospective.

May 2009 – Jul 2011 · 2 yrs 2 mos

Nov 2006 – Apr 2009 · 2 yrs 5 mos

Dec 2005 – Oct 2006 · 10 mos