- Manage SCE+ VM SA&D provisioning process (Includes but not limited to reviewing, validation and approvals)- Reviewing Provisioning Requests for Platinum Tier requests in or to submit Disk Mirroring requests with the storage team- Manage the Pooled DPE in box for any account based escalations- Act as customer interface for Non SO account- Act as Tower Lead for SO Accounts- Review Monthly SLA reports to assess Operational / Architectural issues and trends in the environment- Manage ISM Queue for Incident / Change requests requiring actionGovern process to manage Manual Patch Requests by Customer and Participate in Customer Initiated Changes, (including interlock with delivery teams)- Ensure On/Off boarding process is followed- Communicate to Account on Delivery Center service interruption, capacity/performance trend issues- Drive/facilitate cross competency communications within Delivery - Organization to ensure end to end delivery meets Customer/Account needs- Act as critsit manager for various business impacting critical outages ensuring application of recovery management process and Coordinate Internal Crit Sit Conference Calls

Delivering services as per SLA, preparing service performance reports, customer weekly/monthly performance report, issue analysis and recommendation report etc • Redressing customer concern, identifying & implementing corrective and preventive measures • Conducting weekly meetings with customer • Spearheading Initiatives in both the Service Support and Service Delivery Point of View

Project Manager Delivery Responsibilities: Team related--------------------• As a PM, responsible for managing a team of 25 members and also responsible for their performance and career growth plan.• Responsible for defining team member roles and expectations, and ensuring timely feedback.• Responsible for ensuring that project resources receive any necessary training and are used effectively.• Assign resource assignment along with hiring and working with different entities.• Promote teamwork and cooperation to achieve objectives.• Schedule and facilitate project review team meetings to ensure all project requirements are effectively communicated to team members.• Responsible for ensuring timely and systematic handover of account knowledge in case of account transferManagement related• Monitor/track/report progress against project plan for each account.• Interacts with Internal/External Senior Management Client side and Organization Side.• Evaluates analytically and systematically problems of work flows, organization and planning and develops appropriate corrective action.• Responsible for creation and management of project plans, risk mitigation plans, communication plans, resource requirements, billing and all other project management-related documentation.• Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of service delivery• Manage issues and conflicts • Responsible for targeted customer satisfactionTechnical responsibilities: ---------------------------------------• Acting as the First point of escalation contact for various customers across North America for various project delivery support activities and co coordinating between customer and various support teams for timely resolutions of escalation. • Creating communication channels for further escalation and co-coordinating with the various responsible groups until the incident has been resolved.

Delivering services as per SLA, preparing service performance reports, customer weekly/monthly performance report, issue analysis and recommendation report etc • Redressing customer concern, identifying & implementing corrective and preventive measures • Conducting weekly meetings with customer • Spearheading Initiatives in both the Service Support and Service Delivery Point of View

Managing Tech monitoring team in OpSource

o Manages or acts as point of contact for 30 tier 2 & 3 customers with total monthly revenue supported $114,076o Managing expectation in regards to day-to-day execution of projects and changes including resource managemento Providing oversight of project deliverables including business and technical requirements, production support, etc.o Providing timely and appropriate project status and communication to customers, other stake holders of the account and executive managemento Interfacing with the customer, internal team member, third party members to facilitate a successful engagemento Assist with identifying opportunities to renew/up-sell services and communicates to sales and managemento Responsible for the Service Review Reports for the Monthly Service Review Call with the Customer

o Building client relationships to get repeat business and managing client expectations as an overall account.o Scheduling and coordinating meetings with Management, vendor and clients

o Creating collateral and sales campaigns for awareness about TranZact24 and other service offeringso Building client relationships to get repeat business and managing client expectations as an overall account.o Scheduling and coordinating meetings with Management, vendor and clients

SUMMER PLACEMENT - (Synergy Infotech India Pvt Ltd, Bangalore) Oct 2003• Understanding the industry trends, outsourcing trends, the key processes that is/can be outsourced, & the major players in the same field• Developed Client Database in each of the mentioned focus areas such as Wireless, Embedded, Enterprise and Compiler Solutions• Client prospecting and communication