● Provided support to more than 27 brands of Endurance by leading the operational delivery at the Command Center. Enabled a Global Service Assurance team that administers the performance and stability of our product and infrastructure across all data centers. ● Established IT Service Management functionality performing due diligence, feasibility study, creating vision and scope documentation, hiring and training staff.● Expanded IT operation to fully functional 24x7 Enterprise Monitoring Center, further establishing responsibilities of Monitoring and IT Service Management.● Improved system uptime and performance by implementing change management, performance measurement, and monitoring, and business continuity programs.● Established KPI’s that focuses exclusively on applying a consistent framework of tiered metrics to measure all aspects of the customer experience and profitability of each service, to create visibility and alignment throughout the organization and for key stakeholders.● Improved offshore delivery through indigenously developed tools and employee training and development programs. ● Staff retention through hierarchical progression process along with resource by resource guided career path. Maintained healthy attrition of under 5% year on year.● Reduced business risk by improving recovery time and recovery point objectives, reducing costs, and operational complexity. Enabled disaster recovery/business continuity plan for hosting operations● Key Achievement:o Owned delivery of over 80% of incident and Change management for Enterprise Operations.o Owned 100% deliverables of Command Center operations managing 27 brands globally.o Designed, Developed and Implemented ITIL Frame-work on IT Service Management.o Successful in setting up a Cohesive and Smart Working team with high work ethics.

● To own and manage Global Cloud Transformation Services of IBM at India delivering cloud resiliency and hosting service.● Lead the tactical response management team delivering incident, change, crisis, and problem management activities.● Collaborated with more than 120 trained engineers for GSS (Global Support Services India) supporting core and commercial customers of managed Hosting, Cloud and Application management products. ● Guided teams to deliver consistent FTR of 80% with SLA compliance of 95% maintaining availability of 99%.● Owned 99% deliverables of Datacenter colocation product line from India Operation

● Responsible for Technology Operations, Quality Assurance and Service Delivery at VES India Operations center.● Leading Crisis/Incident management function with a team of 09 Incident managers supporting LOB’s including Managed Hosting & Cloud, Enterprise Cloud Managed Edition, Remote Application Management, and IP Application Hosting. ● Defining, executing & improving operational processes related to the growth of Delivery Center including operations & resource management, build integration & operational maturity of delivery processes and recruitment & training of new hires.● Created a tremendously effective approach for team development by reinforcing the commitment to the team, to ITIL practices, and to change management processes while increasing productivity and improving consistency.● Implemented performance analysis and resource utilization, identified re-occurring incidents suggesting a permanent resolution.● Lead daily transition calls, Training and Performance Improvement Plans.

● Ownership towards managing Major Incidents reported by Helpdesk, Event Managers, Business Users and Support Teams driving incident management efforts ensuring business continuity & service excellence.● Identifying potential outages and communicate to all stakeholders with the accountability of overseeing the troubleshooting efforts until restoration of services. ● Prepare the Sequence of Events (SOE) and Incident Analysis for the reported crisis event delivering RCA and Recurrence Prevention.● Managed additional billing and extended scope agreements over multiple times with customer to support out of scope areas and had been a pivot of client intimacy.● Driven the incident and change management efforts to ensure business continuity & service excellence achieving the agreed OLA, MTTR and FTR targets.● Ownership towards Change Management activities reviewing the implementation plan, associated risk, post-maintenance verification steps, roll-back procedures, and resource availability.● To ensure all changes receives appropriate sign-off from all stakeholders before implementation.● Conduct CAB meetings, review future changes for approvals. ● Publish KPI reports on Incident & Change management activities.● Accountable for liaising between multiple technical and functional teams with various skillsets across locations delivering seamless operational activities.

● Successfully managed end to end transition of Data Center Colocation services from the US to India Operations center.● Delivered infrastructure support, maintenance, and monitoring of several data center managing Windows 2003, 2008 & 2012 and Linux servers.● Provisioning IP assignments, DNS setup and bandwidth analysis & monitor backbone infrastructure. ● Co-Ordinate racks & power provisioning followed by fiber & console cabling. Perform Access provisioning, power audit, bandwidth utilization on all the accounts at the collocated data centers.● Conduct ticket quality audit, handling escalations in the most constructive manner and maintained customer satisfaction levels by addressing the root cause with custom solutions and workarounds.● Created several SOP’s on process & resolution flow and prevention analysis.● Functioned as launch-pad for all new initiatives analyzing the scope of support, client requirements and deliverables.

● To support Verizon’s premium data center facilities by monitoring servers and network infrastructures through HP Open View and NetIQ monitoring applications.● Tier I support engineer at the Network Operations Center – monitoring several servers (Linux & Windows) and network gears (Firewall, load balancers, routers, and switches).● System & network support, manage mailboxes, which includes customer and partner interfacing.● Manage Enterprise Customers as a part of the Mission Critical Support team from functional/technical level.● Scheduled all major network downtime for necessary upgrades and/or support related issues.● Performing regular QA audits on the deliverables, Managing Service Levels and strives 100% customer satisfaction.● Responsible for managing and coordinating incidents, ensuring alerts are assigned, monitored, and resolved within agreed SLA. Achieved 100% compliance and met SLA’s.

● Install and manage windows server 2003, 2008 &2012 and Linux servers for a web hosting platform.● Administer MSQL and Mysql servers. Backup/restore, Migration and setting up replication and reporting services. ● Backup administration using Acronis and Database administrations [MsSQL] 2000 & 2005.● Install & configure hosting panels Hsphere, Plesk & Cpanel and managing Domain name servers.● Managed and supported Break-Fix Support (Client Support, Server Support) and Non-Break Fix support (Process and Procedure, Service Interruption process, New Service Take On, Training and Knowledge Management).