Apr 2014 – May 2016 · 2 yrs 1 mo · Mumbai Area, India

Apr 2011 – Apr 2014 · 3 yrs · Mumbai Area, India

• Implement the regional projects by:
• Implementing IT standards and procedures to align with the global policy.
• Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.
• Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.
• Coach, mentor and lead personnel within a technical team environment.
• Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives.
• Mastering the project implementation schedule and IT resources plan.
• Successfully performing the project control to ensure the objectives delivery.
• Ensure reduction on CAPEX for each new implementation
• Engaging to the project stakeholders and communicate the project status to all level of the business
• Training, Provide the IT&Telecom products training for sales team.
• Provide IT coordinator with IT operations knowledge for day today work to ensure there are no issues across all centers.Provide local IT contract for managing the robust IT and Telecom infrastructure in each centre across PAN india.
• Cost Reduction
• Regularly Cost comparison in each city for all the IT&T related items. E.g. Internet connection cost, telephone and long distance charges
•  Propose the best value of the local solution for IT&T
•  Be responsible for the IT and Telecom – budget control and IT investment
•  Manage the daily operations and services providers to ensure the IT services level
• Techno commercial
•  Assist Sales teams and operations team with commercials and ensure we make revenue.
•  Center planning and package costing for Telecom and IT services.
•  Running current centers on low OPEX and ensure cost reduction with no impact on services and quality of services.

Nov 2008 – Apr 2011 · 2 yrs 5 mos · Mumbai Area, India

•  Managing a team of 75 technicians and 8-10 Team leads.
•  Executing the client discussions and MSP conference calls and client service plans as per the discussions.
•  Managing escalations from all partners for all products and lines of business.
•  Incident Management, Problem Management & managing Service request team.
•  Working on remote administration & Managed Services software’s with a team of NOC Engineers.
•  Working with vendors like LogMein, AVG, Sophos, BitDifender to ensure smooth operation for Chat Support across NOC.
•  Maintaining resource plans to make sure that availability of adequate headcount for daily production.
•  Categorising team members as per their technical abilities to identify training needs to improve overall team. Conducting monthly one-to-one session with Team Manager to discuss month-wise productivity, Team core card, improvement plans, target to achieve in the coming month’s, appraisals, interviews and addressing all employees’ queries for enhanced performance.
•  Managing “NOC” activities for more 4, 50,000 desktops & 80,000 servers which include Microsoft Windows/Office Security patches, AVG Anti-Virus solution; handling Entire Service Request Team, Backup disaster recovery team ( involves NAS and SAN – storage) and ARCA.
•  Interacting with US & UK business partners to carry out specific tasks; assisting and ensuring effective utilization of people and resources for profitable operations.
•  Preparing & compiling various weekly/ monthly MIS reports pertaining to process, customer satisfaction activities, targets & accomplishments and productivity; handling clients concerns.
•  Monitoring the performance of team members, assessing the quality and efficiency in process & operations to meet targets.
•  Liaison between NOC and Engineering and development teams.
•  Arranging for recursive training programs, bottom quartile training & in house forums based to boost quality and soft skills of the associates.

Mar 2005 – Nov 2007 · 2 yrs 8 mos · Mumbai Area, India

• Handling a LOB of 68 Technical Support Associates & three Team Leaders, a part of Microsoft CPxG team. The support is via voice and e-mail support for NA and UK customers.
• KEY RESULT AREAS;
•  Managing operations & spearheading teams for excelling business targets & service delivery metrics; analyzing operational information and data to determine operational performance of the process & re-engineer workflows to improve efficiency.
•  Complying with quality and service delivery metrics for the assigned project; handling weekly & monthly Group performance reviews both internal & with the client via conference calls.
•  Identifying need based training with the trainer while reviewing the performance of the team; monitoring end-to-end operations, Coordination with other departments for resolution of customer queries and day to day operations.
•  Assisting and ensuring effective utilization of people and resources for profitable operations; implementing term plans for achievement of process objectives.