Mar 2022 – Mar 2026 · 4 yrs

• Service delivery executive for EUS towers involving O365 - on premise & cloud, UAM - AD Services, Network Operations, SharePoint Services, Service desk, Service Management - Incident, Change, Problem & MIM.

Jun 2020 – Feb 2022 · 1 yr 8 mos

• Responsible for developing the best practice standards & growth in scope of services through modern techniques and active collaboration with Clients.
• Achieving best-in-class operating model by quickly identifying simplified processes, efficiency & productivity enhancements & maturing our resource management methods.
• Responsible for cost effectiveness & benefits for the account leadership during the project tenure.
• Driving HC Optimization for better revenue and margin realization for the organization.
• Managing business analytics as per Client’s requirement.
• Responsible for driving the Shift left activities with effective CBA summary through SDI team.
• Representing the tower on Monthly Client review & Executive Steering committee to discuss high level business updates, changes, success stories & issues.
• Working with account leadership for the development and implementation of strategic plans, initiatives, and direction.
• Managing site-based programs to enhance knowledge, skill set and efficiency of employees.
• Managing business continuity planning, business analytics and enhancing our site-specific capabilities.

Sep 2018 – May 2020 · 1 yr 8 mos

• Working as the Operations Manager for Global End User Services.
• Managing a team of over 50 associates.
• Responsible for meeting the contractual SLAs & KPIs for the account.
• Responsible for managing the SLAs, Daily Operations & Service Improvement for the account.
• Responsible for achieving target NPS levels within the Infrastructure support boundaries.
• Responsible for career development/planning, performance and pay discussions of team members.
• Responsible for best practice standards & grow the scope of services through customer service & partnership.
• Achieving best-in-class operating model by quickly identifying simplified processes, efficiency & productivity enhancements & maturing our resource management methods.
• Responsible for cost effectiveness & benefits for the account leadership during the project tenure.
• Driving HC Optimization & SD savings with the help of senior leaders & SDI team.
• Managing business analytics as per Client’s requirement.
• Managing all the escalations from the Client and other assignee groups followed with RCA and feedback sessions for associates.
• Responsible for driving the Shift left activities with effective CBA summary through SDI team.
• Driving all High Severity issues (P1/P2), Resolution Bridge calls for service restoration, effective coordination, escalation, notification and resolution.
• Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window.
• Managing/driving ITIL best practices/Service Delivery & Support for Global support center such as SLA/OLA driving RCA for clients.
• Representing the tower on Monthly Client review & Executive Steering committee to discuss high level business updates, changes, success stories & issues.
• Working with account leadership for the development and implementation of strategic plans, initiatives, and direction.

Jan 2017 – Aug 2018 · 1 yr 7 mos

Aug 2015 – Jan 2017 · 1 yr 5 mos

May 2014 – Aug 2015 · 1 yr 3 mos · Noida Area, India

Nov 2013 – Apr 2014 · 5 mos · Noida Area, India

Jul 2011 – Oct 2013 · 2 yrs 3 mos · Noida Area, India

• Level 2/ Premium Support for Dell CSMB Segment.
• Expertise in Windows, MS Office, Anti-Viruses and Dell specific hardware.
• Expertise on tools like Siebel, Dell Serv and IDD