Jun 2018 – Nov 2025 · 7 yrs 5 mos · India · Hybrid

• Responsible for SIAM Service Delivery for Infrastructure Operations for TATA Group-owned subsidiaries.
• Responsible to document and understand the customer's current, future / desired state, business goals and challenges, capabilities, and IT investments and provide appropriate delivery options as per TCS portfolio.
• Based on this understanding provide Process and strategic direction from initial solution design to steady-state, based on industry best practices.
• Serving as a point of contact and ownership for technology solutions and coordinating resources globally to optimize delivery.
• Responsible to manage the Technical Support delivery team assigned to customers, by providing them with the necessary training, Skills enhancement to align with offerings by TCS.

Aug 2016 – Jun 2023 · 6 yrs 10 mos · Gurugram, Haryana, India

• Responsible Governance of Critical Incident Management and Resolution on live Bridges.
• Responsible for quick processing of Emergency changes and reporting to Directors of CI.
• Meeting Deliverable Requirements specific to creation validation of Reporting by creation of daily and weekly Reports.
• Service Assurance: Owning the Service Management, Business As-Usual & Service Transition
• Actively leading the Service Desk Operations for Incident/ Problem Management.
• Managing Critical Incident Bridges and responsible for sending process updates and Communications to Clients for all critical Incidents and Emergency Changes and Problem Records.
• Publish (Review & Approve) Major Incident, Problem and Change reports to Stakeholders, customers, technical teams & Account Managers.
• Maintenance of Internal Project Databases, Governance Checklists, Governing Internal Management of Project teams.
• Own & Contribute to Service Management Knowledge base and Critical Services directory.
• Transitioning of services from Onsite to Offshore Service delivery team.
• Responsible for identifying new opportunity for business farming and enhancement of engagement
• SLA Management for the account and accountable for managing Operational Metrics and KPIs.
• People Management: Employee engagement, attrition control , skill enhancement, job rotation, performance appraisal, productivity drive in line with cost benefit analysis.
• Productivity enhancement by service improvement, process maturity and automation
• Process Owned – Service Desk, Incident Management and Major Incident Management / Situation Management, Problem and Change Management, Stakeholders, vendor and escalation management, Resource Management.
• Service Landscape- 24 x 7 Service Desk, Remote Support, End User Support, Asset Management, Data Center Support – Network / Server / Voice, Information Security. Stakeholder and vendor

Jan 2013 – Present · 13 yrs 4 mos · Banglore Area, India

• Reviews solution options for temporary solution of major problems.
• Approves analysis results and corrective actions based upon best available resolution.
• Performing and approving the results of root cause analysis (RCA). This includes the documented root cause and the documented fixes.
• Reviewing all "on-hold" problems and known errors.
• Manage the HP Relationship for a defined set of Large Enterprises.
• Integrate HP in front of the customer providing one face & one HP strategy for the client.
• Responsible for overall client satisfaction by managing key relationships and ensuring the clients derive value from the HP solutions and understand the client's organization & culture.
• Develop and execute a relationship plan to address client requirements and leverage subject matter experts, executives and thought-leaders as needed to provide value to the client. Build relationships with senior client executives.
• Development of the overall account plan and primary responsibility for identifying & prioritizing opportunities and developing client-valued solutions.
• Provide on-call supports for Critical/Escalated Incidents using ITIL v3 methodology.
• Act as the focal point for resolving high priority Incidents and escalations affecting multi-million Dollar client.
• Liaise with senior client management to ensure correct priority is assigned to each incident by understanding the system critical and business impact.
• Populate, review and distribute Major Incident Reports.
• Set up and manage technical/management conference calls for high priority incidents.
• Work in close liaison with change management to ensure relevant change controls are raised following corrective actions on major incidents.
• Ensure all changes are assessed, approved, implemented and reviewed in a controlled manner. Participation in Weekly Infernal WAR room meetings.

Nov 2010 – Jan 2013 · 2 yrs 2 mos

• Acting as a Lead of Service Transition and Service Operation which involves end to end Change management and transitioning of new task and into Service Operation which includes Incident Management and Problem Management
• Documentation - Process Mapping, Compliance and Regulatory.
• Ensure during process transition, every phase of the methodology is strictly followed with no omissions.
• knowledge transfer from the Vendor and the replicating onsite.
• Training the offshore team, proving them necessary documents.
• Provide assistance to offshore team continuous improvement efforts
• Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive.
• Handling team of 16 employees.
• Setting up Infrastructure and hiring of resources with help of Top level Management

Jan 2010 – Dec 2011 · 1 yr 11 mos

• Handling Client queries to setup and monitor there network.
• Training the team to proactively manage customer network.
• Actively monitoring and managing SLA and KRA as per client requirement.