Apr 2023 – Present · 3 yrs 1 mo

• Leading the Technical Support Team to ensure service excellence and compliance with SLAs. Managing EDC deployment, M&R (Maintenance & Repair), and Integrated Transaction Processing Servers for secure and seamless transactions. Overseeing Loyalty carding process and inventory control for cards and technical assets. Handling incident management and service performance via Freshdesk. Coordinating with bank aggregators and partners for payment reconciliation, technical support, and issue resolution. Supervising the Cyber Fraud Helpdesk for HPCL Loyalty Systems. Acted as the POC for new client requirements—bridging Operations, Technical teams, and clients for rollout. Managing field support teams within the Oil & Gas domain, primarily for HPCL. Leading and compiling reports on daily, weekly, and monthly KPIs, including tickets, calls, escalations, and inventory. Coordinating multiple annual audits including SAST, DAST, PCI DSS, Data Security Audits, SAS 70, and more.

Mar 2015 – Jul 2024 · 9 yrs 4 mos · Noida Area, India · On-site

• Provide leadership, guidance and support to the Technical Support Team.
•  Assist in the management staff rosters to meet anticipated business requirements to the agreed
• standards.
•  Maintain published roster records.
•  Prepare relevant reports, including call monitoring and information to management as requested,
• ensuring accuracy and meets requirements.
•  Lead and motivate staff.
•  Set priorities, plan workload, meet deadlines and achieve the objectives of the department.
•  Inspired each and every team member to perform and produce their best.
•  Offered solutions to the top management regarding project-related queries.
•  Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.
•  Handling ticketing tools like Freshdesk. and ticket management
•  Coordination between the bank aggregator and partner for follow up regarding payments and other
• things.
•  Assisting team members in critical matters such as fraud, chargebacks and disputes.
•  Management of a day to day activities such as daily reconciliation / daily system of finance related things
• and vigilant monitoring. (to make the process run smoothly)
•  Sharing daily reports with customers like call management, ticket management, pending work and daily
• reports etc.

Mar 2015 – Mar 2023 · 8 yrs

• Directed national customer support operations for PSU clients such as HPCL, Ashok Leyland, MGL, and IGL. Managed technical support teams, field coordination, and SLA adherence. Allocated tasks based on technical capabilities and project timelines. Generated performance reports and monitored ticket queues, escalations, and service status. Supported field teams and ensured consistent client communication and satisfaction.

Jan 2013 – Feb 2015 · 2 yrs 1 mo

• Handled client communications, vendor management, and project lifecycle execution. Conducted field visits for quality checks and coordinated with vendors for timely delivery. Maintained client relationships and shared progress updates through detailed reporting.

Feb 2012 – May 2012 · 3 mos · Gurgaon, India

• Working as Prog.Ops Associate, Maintaining all projects records and files.
•  Maintain the all projects documents and resource data bases.
•  Make travel arrangements for staff and consultants and keep track of all advances issued to employees for travel.
•  Review travel Vouchers of staff and consultants and process for reimbursement per Futures Group rules and regulations.
•  Assistance in preparation of contracts for consultants, agencies providing services as per Futures Group rules and regulations.
•  Ensure that regular and timely timesheets and other admin reports are submitted to Futures Group, Washington.
•  Help to complete Program & Finance Staff in AP process and Travel forms.
•  Coordination with the state Administrative Staff.
•  General work including typing, Telecommunications, Appointments and translations.
•  Vendor Management.
•  Inventory management and procurement related work.
•  Other administrative duties as requested From Time To Time.

Aug 2003 – Jan 2012 · 8 yrs 5 mos · Gurgaon, India

• Worked as Sr.Lead Office,
•  The major role is validation of Orders from Legal & commercial aspects, as per the guidelines issued by organization.
•  Molding the product according to the needs & requirement of the customer & revenue enhancement for Co.
•  Responsible for Cost-Benefit analysis, credit verification, product analysis.
•  Interaction with policy, making suitable proposal depending upon the need and requirement.
•  Responsible for Billing, Collections, Revenue analysis after Sales service, Customer Satisfaction, Relationship building with the clients.
•  Responsible for DOCS Ware house management, TERM process management, NDNC management.
•  Costing & financial planning for the corporate. Complete planning of how to achieve the goal and how to increase the ARPU.
•  Responsible for Annual Audit.
•  Review contracts and summarize material terms.
•  Responsible for customer’s cheque & cash payment.
•  Stock management, Order management, Number management.
•  Daily audit of customer’s accounts.

Aug 2003 – Jan 2012 · 8 yrs 5 mos

• Managed order validations, billing oversight, and credit checks in alignment with regulatory guidelines. Administered NDNC compliance, documentation, stock management, and warehouse operations. Acted as SPOC for CAF & document escalations in Gurgaon zone. Participated in annual audits and policy formulation.