Nov 2024 – Sep 2025 · 10 mos · Gurugram · On-site

• Orchestrating end-to-end B2B operations for managed customer leveraging a shared services model to optimize resource utilization.
•  Responsible for managing end to end service delivery, stake holder management, operation management for our managed customer.
•  Commanding MIM , PM, CM process and steering continuous improvement programs (SIP) to bolster operational resilience.
•  Spearheading vendor management across multiple third-party stakeholders, conducting rigorous performance evaluations, and driving strategic escalation to ensure SLAs are consistently exceeded.
•  Managing hardware lifecycle services including Hands & Feet support and AMC compliance, enforcing stringent SLA adherence through continuous vendor performance monitoring.
•  Managing P&L, forming strategies for increasing Revenue, efficiency, productivity, bringing down costs to improve Margins
•  Lead client engagement initiatives by conducting detailed review sessions and architecting actionable service improvement plans.
•  Leading discussions with Client on Contract renewal, legal, penalties etc.
•  Directing budgeting, financial forecasting, and cross-functional team leadership to sustain operational excellence and cost optimization
• Leading a team of 15 members (10 direct reports) to deliver high-quality network performance and customer satisfaction.
•  Implemented strategic service improvement initiatives resulting in measurable revenue growth and operational cost reduction.
•  Spearheaded sustainability and cost-saving projects, earning recognition for significant AOP savings and enhanced efficiency.
•  Acknowledged for executing cost-reduction strategies that led to a 4545% decrease in operational costs while boosting revenue through improved service offerings.
•  Championed integration of analytics tools to monitor service performance, enabling real-time insights and data-driven decision-making.

Apr 2021 – Dec 2024 · 3 yrs 8 mos · Gurugram, Haryana, India

• Led a multidisciplinary team of 24 professionals delivering integrated SOC, NOC, and service management operations, ensuring 24/7 infrastructure availability and security compliance.
•  Championed technology adoption and process improvements, including migration from on-premise infrastructure to cloud platforms,
• driving resource optimization and cost savings.
•  Spearheaded hybrid infrastructure management across physical, virtualized, and cloud environments; drove seamless onboarding and SLA alignment for newly migrated assets.
•  Directed incident, problem, and change management workflow to enforce ITIL best practices and minimize service disruptions.
•  Conducted security audits and governance activities, including authentication and user lifecycle management via the SIMS platform.
•  Recognized for achieving cost savings through process optimization and resource management, contributing to overall efficiency.
•  Spearheaded adoption of new technologies that streamlined operations and improved service quality, leading to enhanced client retention.
•  Facilitated governance forums to address vulnerabilities, threat intelligence, major incident response, PIRs, and problem remediation.
•  Championed root cause analysis and continuous remediation efforts to reduce alert fatigue and fortify infrastructure resilience.
•  Orchestrated monthly patch management cycles and validation testing to uphold compliance and minimize exposure.
•  Chaired executive-level review meetings to report operational KPIs, manage vendor SLAs, and track continuous service improvements.
•  Acted as the primary escalation point and strategic liaison for cross-functional teams and executive stakeholders.
•  Drove the refinement of SOPs, escalation matrices, and governance controls to streamline operations and mitigate risk.
•  Monitored resource allocation to maximize productivity & SLA adherence, supported by comprehensive reporting & performance analytics.

Apr 2019 – Mar 2021 · 1 yr 11 mos · Noida, Uttar Pradesh, India

• Manage team of Technical process management Professionals working on Major Incident , Problem ,change ,release management Platform across multiple locations in across globle for PepsiCo account.
• Responsible for attending weekly call with Operations and Service/Client Delivery Managers to explore the opportunity areas, analyze performance, and formulate and implement a strategy to achieve better service delivery and client satisfaction.
• Chair weekly team meetings to review and share updates on project milestones for the week .
• Guide team members to achieve all KPIs, SLA targets and other KRAs on individual/team level.
• Highlight and recommend corrective actions to team members in areas which pose a threat in meeting SLA and contractual commitments.
• Ensure quality and management standards are followed to attain customer satisfaction and facilitate acceptance of the process, deliverables, and services.
• Ensure optimum utilization of resources to achieve target productivity.
• Review quarterly average ticket volume to revise staffing and management overhead.
• Responsible for all daily, weekly and monthly productivity reports to monitor the productivity of the team & individual team members.
• Responsible for team’s Annual Performance appraisal review and sharing individual feedbacks.
• Single Point of Contact for all backline teams and management for service issues and escalations for the account .
• Ensure every new resource in the team understands their role and performance goals, and gets all the job aid to successfully reach these goals.
• Identify training needs for the team members and organize trainings.
• Review Individual performance through quality audits and share lesson learnt with the team.
• Do regular team building exercise to motivate team members and reduce iteration rate.
• Responsible to review and update knowledge articles, SOPs, tech documents.
• Roaster management, leaves management, individual outputs, maintaining skill matrix.

Jul 2015 – Mar 2019 · 3 yrs 8 mos · Noida, Uttar Pradesh, India

• Job Responsibility
• Manage Major Incidents, Problem & Change Management process to ensure that the services are restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.
• Performs Trends analysis for Proactive problem management.
• Holds Problem Board meetings in order to resolve issues with technical team.
• Responsible to prepare weekly presentation for problem management.
• Presents project in weekly service review for problem management.
• Responsible to perform RCA and analyze it further to find out whether RFC is required or not.
• Responsible to track compliance to the SLA parameters and performance of the delivery as per the agreed SLA levels.
• Maintain and create KEDB in order to fix issues completely and keep track of open issues.
• Part of Release and deployment team and panning for Pushing SCCM packages and Mass deployments.
• Member of a CAB
• Hold Technical bridges for critical incidents for end to end closer.
• Certified Six Sigma professional, reduced project backlog under six sigma project which was highly appreciated by client and higher management.
• Part of Transition team and planning for a complete transition of project phase wise which completed in July 2016.
• Organize team meeting and team coordination in order to get all input and gaps in the process
• Focus on Service Operation to restore customer services with minimal impact to business and user communication.
• Diagnose the issues to identify the root cause of the incident and track it further as per Problem Management process to reduce repetitive issues and minimize impact on customer services.
• Responsible for end to end issue resolution.

Sep 2010 – Jun 2015 · 4 yrs 9 mos

• Manage the Incident, Problem & Change Management process to ensure that the provision of the service is restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.
• Deliver benefits to the Customer including: Services are restored as quickly as possible, in a controlled and managed fashion and the impact of an Incident on the Customer business operations is minimized.
• Diagnose the issues to identify the root cause of the incident and track it further as per Problem Management process to reduce repetitive issues and minimize impact on customer services.
• Responsible to perform RCA and analyze it further to find out whether RFC is required or not.
• Responsible to track compliance to the SLA parameters and performance of the delivery as per the agreed SLA levels
• Responsible for generating and assessing reports regarding process metrics (KPIs) and Daily Dashboards containing the team’s performance.
• Responsible for collaborating closely with the business owners/stakeholders and technical teams to ensure the faults are being resolved on time and there is minimal impact on the services.
• Responsible for Preparing IOC(Integrated operation calendar) for continuous Service improvement
• Responsible for remote administration of Servers for any problem via ITM alerts i.e. Application Mount point, CPU Utilization, SM service
• Keep the datacenters functional and report any unresolved incidents to L2 technical teams within defined SLA timelines
• End to End Ownership of cases by Monitoring, Tracking of incident status against SLA trigger times
• Maintain updated information/documentation for smooth workflow.
• Conducting Daily Bridge with Application owners on CRs, Open tickets, severity issues and common alerts on Tools
• Resolving issues with the help data centre team by raising alerts
• Conduct NOC Analysis call to discuss proactive measures to avoid high severity issues

Sep 2010 – Jun 2015 · 4 yrs 9 mos

• The primary focus for Service Operation is to restore customer services with minimal impact to business and user community. Decision making ability is vital to actively handle faults and drive the Incident/Problem/Change Management process effectively

Sep 2008 – Aug 2010 · 1 yr 11 mos · Noida, Uttar Pradesh, India

• Work as a central point of contact for all technical support teams/Track Leads and Operation managers and provide up-to-date information for on-going incidents/alerts.
• Keep the datacenters functional and report any unresolved incidents to L2 technical teams within defined SLA timelines.
• Roaster management
• Maintain updated information/documentation for smooth workflow.
• Working in team to Automate application using scripts, ITM Tool and OEM Tool.
• Automate mount points and urls Through ITM tool
• Automate tablespace usage threshold alert, DBMS alert, service down alert, through OEM Tool.
• Automated Application port services ,network through SNYPYMON Tool
• Finding RCA through wily,cloud monitor tool