Jul 2024 – Sep 2025 · 1 yr 2 mos

Oct 2022 – Jul 2024 · 1 yr 9 mos

Jan 2021 – Oct 2022 · 1 yr 9 mos

Apr 2017 – Jan 2021 · 3 yrs 9 mos

Oct 2016 – Apr 2017 · 6 mos

Feb 2015 – Sep 2016 · 1 yr 7 mos

• Leading Tier I and Tier II team- End User Services team for leading banking customer
• Handling team of 800 plus across the globe
• Also lead the Project Management , Quality and Escalation management team
• Accountable for the operational execution of all ITIL processes associated with the Service Desk and Tier II team to Drive the analysis of trends from multiple data sources to drive future service level improvements and identify and implement shift left opportunities.
• Own service improvement initiatives and remediating actions.
• Ensure that service delivery performance against SLAs is analyzed and the data used to benchmark future SLAs Drive creation of Service Maturity scales for service measurement and assessment purpose.
• Ensure that continuity plans for associated services are maintained proactively set and manage expectations in the business about service quality, SLA’s and CSAT’s in order to drive customer satisfaction levels.
• Manages the customer experience strategy across the Service Desk function. Leads service enhancement projects involving changes to existing functionality.
• Performs project management, including resource and time estimates.
• Handles significant incident leadership
• Anchor process improvement/compliance and other organizational initiatives
• Liaise with HR for recruitment / resourcing and guide and develop the team for better performance and retention
• Ensure business results including assistance in Project acquisition from Bid defense and Contract/Proposal review perspective
• Ensure customer engagement / satisfaction
• Plan for Program and Delivery Management and ensure that the agreed deliverable in terms of time, cost and quality are me

Nov 2014 – Nov 2015 · 1 yr · Noida, Uttar Pradesh, India

• Handling Service Delivery and Account Management for more than 70 clients (Commercial-Healthcare-Banking) with a team size of over 300 across the globe
• Heading a team of managers that are responsible for carrying out the objectives of department and understanding link between company goals & their contributions
• Looking after India P & L as per line of business as India Country Manager
• Responsible for annual appraisals and market comp ratios
• Managing client escalations; discussions with CIO/CTO level ,attending Weekly Account Meetings & Operations Calls .
• Leading the team of quality auditors and ensure the quality of projects are in control
• Developing resource rates for each year; formulating budgets & schedules as per performance requirements
• Controlling staffing on current projects to meet pre-set deadlines; liaising with Outside Specialists to meet client’ timeframe; handling operations related with CSAT / SLA / OLA
• Work with Global Professional Services SBU Leader to ensure Revenue, Margin, Quality, Retention and Utilization Goals are met
• Ensure that the professional services team delivers high-quality, results based customer experience across all customer engagements. Increase customer retention and expand existing accounts. Establish metrics to monitor and measure as well as improve customer satisfaction.
• Functioning as important liaison for external contacts (customers & vendors)
• Heading India transitions & delivery for all existing & new projects; coordinating with clients & Delivery Executives
• Creating IDP Plans for team members to ensure resource staffing, training & certification
• Overseeing performance, goal setting, KRAs & appraisals of team members & Team Managers
• Following ITIL operations related to incident, request, change & problem management
• Liaising with other Domain Team Managers to deliver operational excellence for clients
• Responsible to reward performers every month in Rewards & Recognition Ceremony

Apr 2011 – Jun 2012 · 1 yr 2 mos

Nov 2009 – Apr 2011 · 1 yr 5 mos

• My Responsibility Includes :
• Reporting of Team Managers
• Participates in technology and policy development. Supports all security system modifications, integrations, and migrations.
• Ensures that Information Security programs being developed at client sites meet well-defined need and add value to existing offerings. Identifies possible opportunity areas within Information Security Management programs.
• Recommends possible enhancements and implications to clients, Sr. Manager and Director.
• Briefs clients and Account Managers on need for security activities and upgrades. Monitors implementation and effectiveness of programs.
• Reviews staffing on current projects for ability to meet agreed upon project deadlines. Contracts with outside specialists, as necessary, to meet client’s timeframe.
• Supports communications and teaming among associates performing security functions world-wide.
• Reviews Internal Audit findings with regard to Information Security Management. Works with internal and external clients refining procedures to ensure future compliance.
• Compiles status and budget information pertinent to the assigned functional area; prepares reports and recommendations with associated action plans for senior management.
• Designs and arranges training for client users Associates. Provides individual performance feedback to assigned team members

Feb 2006 – Nov 2008 · 2 yrs 9 mos

• Managing Level I team for Global Customers

Jun 2012 – Nov 2014 · 2 yrs 5 mos · Noida

Nov 2008 – Nov 2009 · 1 yr

• Managing Technical support team to manage Telecom vendors

Jan 2002 – Jan 2006 · 4 yrs

• Led the Microsoft Enterprise Platform Support Team