• Responsible for providing I-a-a-S for clients based in Europe, USA and APAC.. These include Data center management, Server Hosting, Storage, Backup and DR services, Remote infrastructure management from offshore as well as Managed Network and Security services.• Service delivery / managing operation of Data center technologies which includes Windows, Unix, Backup, Storage, Database, Network, Middleware, AS400, Control-M, VMware, converge & Hyper converge technology V block/Nutanix• Working with sales / key stake holders / procurement team on new opportunities• Daily, weekly, Monthly calls with service line heads and governance calls to ensure positive CSAT• SLA management / closely work with technology leads/teams to ensure no penalty on contractual SLA’s• Strong knowledge and manage Major incident management, change management, Problem management processes. • Exhibited proven ability to independently set up technical team operations from scratch.• Working as Delivery lead, responsible to manage Data center / Networks / Security tracks as Managed service contract and T&M Projects• Roles & Responsibilities: Delivery Lead, Project Planning, SLA Maintenance, Client Communication, Leading Service Improvement & Strategy Planning, Resource Planning, People Management, Availability monitoring, participating in Daily, Monthly, Quarterly Service Review.• Responsible for Engaging relevant team members to identify & priorities technical issues in execution of SRT, Incident and Change Management Request.• Performance Appraisal/Reviews, Leave Management, Resource Planning, Grievance Handling, Relationship Building with Employees, Shift Planning and Constructive Feedback of Employees.

• Oversee end-to-end integration of Infrastructure services delivered to Partner organizations including Operations, Projects, Application Engineering, Demand Forecasting and Application Infrastructure Portfolio.• Contribute to regular/periodic vendor reviews bringing in IT Function perspective.• Collaborate and communicate with IT Function Site teams and Application Managers to align infrastructure related priorities and ensure smooth service operations and execution.• Drive collaboration with EUX/ IT Function organizations via coaching, training, and identification of opportunities at a local level. • Develops and enhances relationships with key stakeholders, acting as a trusted advisor / key point of contact actively managing expectations and monitoring satisfaction levels and service adoption.• Support timely resolution of incidents related to IT Function/GDC/TechOps sites and ensure normal services are restored as quickly as possible and adverse impact on operations is minimized.• Support IT Function/GDC/TechOps Infrastructure operations (ITSM).• In case of local/site focus, coordinate provisioning of EUX/Infrastructure services from global/local sources.• Support audit preparation, participation, and remediation.• Support initiatives to improve data quality of systems of record (CMDB, other inventories)• Accountable to ensure adherence with Security and Compliance policies and procedures in scope of Service Integration Expert role.• In collaboration with ATM, proactively drive campaigns. • Support the execution of local and/or global infrastructure projects and strategic programs (TIS & IT Functions), and ensure hand-over into operational support.• Ensure infrastructure standards, global policies, processes, and guidelines are followed globally and/or locally, and drive standardization of non-standard local infrastructure services towards global.

• Managing resources to meet daily delivery schedules• Recognized leader, ability to advise team & management on implementing ITIL processes.• Co-ordination with the resolver groups • Analyzing monthly & weekly trends, potential service continuity issues • Managing and coordinating with multi-vendors globally• Provide inputs for RCA preparation• Track incidents till the closure as per SLA• SPOC for Incident\Problem\Change Management areas including the applications managed• Anchoring Daily/Weekly & Monthly Operational Governance meetings with clients• Ensuring application availability and smallest possible business impact with minimum service disruption• Interacted extensively with System Controllers and Business Relationship Managers to leverage business with enhanced support• Providing technical solutions to restore business continuity • Meetings with the customers. Service Improvement plan generation and tracking.• Focused & persistent under pressure, systematic & process oriented problem solver, reputation for getting things done, strong people & analytical skills, proven cross-functional partnering abilities. Skilled in building relationships & trust effortlessly with peers, management & team alike. Maniacal focus on IDP for team members, team up-skilling to take on new responsibilities effortlessly & be “change-ready”• Ability to turn escalations/chaotic challenging situations into enormous pleasant opportunities• Process ownership, execution & CSI for: Incident Mgmt & request fulfillment, Major Incident Mgmt, Problem Mgmt, IT escalations, Documentation (KMS), ITSM tool landscape, Service profiling (health score), Service catalog, Critical Service Directory (CSD) & SD automation initiatives• Service Delivery level experience in majority of IT infrastructure platforms, applications & tools- AD, exchange, cloud (Oracle), Server build, Hosting, Oracle, etc