Apr 2019 – Jul 2021 · 2 yrs 3 mos · India

• Ensuring site reliability & availability of USD 100B+ online travel booking business is a tough task. In a very short span of time I have been able to:
• Improve availability from 96% - 99% by improving time to detect, know & resolve
• Increase gross profit by ~ $20 million through reducing failed customer interactions
• Generate capacity of 10 engineers through on-boarding on-call support of product teams
• Decrease major incidents by ~15% through timely detection & supporting incident investigation
• Improve top line revenue by $10 million through providing insights to engineering teams for product enhancements
• Improve operational efficiency by ~50% through introducing DevOps practices & streamlining site reliability operations

Oct 2016 – Apr 2019 · 2 yrs 6 mos

• Promoted to Manager Level 3 - Global Operations Center
• While representing "IT Service Desk as a Service" being the face of IT & managing 24 X 7 Global
• Operations Center for Adobe's > 25K employees, my key accomplishments not just restricted to managing operations have been:
• Improving efficiency by 100% by introducing new support channels like Community support, Web Forms, Video chat, Virtual agent & Chatbot
• Reducing support cases by 35% by designing, developing, branding & marketing of multiple self-service applications
• Reducing 20% workload of L2 & L3 teams by upskilling team through technical and non-technical trainings
• Ensuring reliability & availability of Adobe's multi cloud business by improving incident management & automation

Aug 2012 – Sep 2016 · 4 yrs 1 mo

• Redesigning IVR workflow to improve employee experience & productivity and reduce call abandon rate by ~ 50%
• Saving ~10K man-hours/year by developing new Knowledge Management System & Incident Management practices
• Leading transitions of chat support tool and incident management tool & improve service adoption by ~ 40%

Nov 2011 – Jul 2012 · 8 mos · Noida

• Having worked with a startup & gaining experience of a lifetime, I had an opportunity to showcase my skills in:
• Consolidating vendor operations from >7 to 2
• Pooling resources to support multiple Network Operations Center & IT Service Desk accounts and improve operational efficiency by 50%
• Strong performance management of core KPIs (Productivity, Quality, Service Level, Customer satisfaction, Resolution time, etc.)
• Seamless on-boarding of new IT Managed services accounts

Jun 2009 – Oct 2011 · 2 yrs 4 mos

• Having worked for IBM for 6 years with a career growth from a Technical Support Engineer to a Manager, some of my key accomplishments have been:
• Transitioning & Managing > 10 IT Service Desk, User Identity Management & System Server Operations projects
• Increasing revenue from ~ $2 million to > $12 million/year of two contact center sites with > 850 FTEs
• Saving ~ $4 million/year by improving Service Level from ~75% to > 98%
• Saving ~ $4 million/year by improving CSAT from ~70% to > 97%
• Saving ~ $5 million/year by training & pooling resources of different accounts to be able to support 5 accounts

Nov 2008 – May 2009 · 6 mos

• Hiring, Staffing & Scheduling, IVR Setup, Workflow design, documentation & management, Training & Certification of new hires, Knowledge base development/management, Tools/Portal access, Defining/Finalizing KPI's & Goals, Setup of metrics dashboard/analytics etc.
• Transitioning & Setup of IT Service Desk, User Identity management & System Server Operation teams

Apr 2008 – Oct 2008 · 6 mos

• New hire training, assessment, certification & recap sessions for existing support representatives
• Floor support, attending to escalations, rostering & planning, call audit & feedback etc.
• Improve revenue per call for new hires
• Weekly, Monthly & Quarterly review presentations for management

Oct 2007 – Apr 2008 · 6 mos

• People & Performance management of revenue per call
• Preparing reward & recognition programs, metrics & dashboard reporting etc.
• New hire training for sales, floor support, call audit & feedback, assisting in up selling HP products etc.

Oct 2006 – Sep 2007 · 11 mos

• Performance management of revenue per call for ~ 40 FTE's
• Preparing reward & recognition programs, metrics & dashboard reporting etc.
• New hire training for sales, floor support, call audit & feedback, assisting in up selling HP products etc.

Oct 2005 – Sep 2006 · 11 mos

• Provide L1 & L2 technical support for digital cameras, all in one printers, scanners, photo printers, fax machines, desktops, laptops etc.
• Out of warranty billing, escalations, up selling & refund

Feb 2003 – Jan 2005 · 1 yr 11 mos

• First job is always special. I had an opportunity to pursue my Do-it-yourself passion in:
• Setting up cybercafe & providing onsite support
• Repairing printers, scanners, desktops & providing onsite software & hardware support