• Strategic Planning: Responsible for developing and implementing strategic plans to ensure the company's operational objectives align with overall business goals. This involves analyzing market trends, assessing operational strengths and weaknesses, and identifying opportunities for improvement. • Process Optimization: Streamlining and optimizing operational processes to enhance efficiency and productivity is a key responsibility. Identifying bottlenecks, implement improvements, and leverage technology to streamline workflows and reduce costs.• Resource Management: Overseeing the allocation of resources such as manpower, equipment, and materials. Ensuring that resources are utilized efficiently to meet production targets while maintaining quality standards.• Quality Control: Maintaining service quality and responsible for implementing and monitoring quality control measures to meet or exceed customer expectations. • Supply Chain Management: Managing relationships with suppliers, optimizing inventory levels, and ensuring timely delivery of products or services. Minimizing supply chain risks and disruptions. • Team Leadership and Development: Leading and developing a high-performing operations team is essential. This includes hiring and training staff, fostering a positive work culture, and providing leadership to ensure the team is aligned with organizational objectives. • Cost Management: Accountable for managing operational budgets effectively. This involves identifying cost-saving opportunities, negotiating contracts, and implementing cost control measures without compromising quality or efficiency.• Risk Management: Identifying and mitigating operational risks is a key responsibility. Developing contingency plans, monitor potential risks, and take proactive measures to ensure the continuity of operations.

• Responsible to drive complete IT infrastructure projects coving new installations, migrations and transitions; covering entire lifecycle of projects from initiating, planning, executing, controlling and closure. • Providing leadership and direction to Delivery teams and handling Operational Issues related to delivery center.• Providing technical support and participate in the Change Control Board and/or change control process.• Driving/participating and coordinating crisis management.• Ensuring continuous communication & coordination with client in the event of a high focus incident/ major incident along with ensuring seamless communications between sending & receiving geo teams.• Participating in response to RFP's on behalf of the delivery organization.• Participating in account plan/strategy.• Managing subcontractors/ third party providers, vendor management for outsourced project and scope.• Managing service quality, performance - own service quality for service provided by the delivery organization.• Monitoring service-delivery performance with established governance.• Planning, facilitating & coordinating service improvement measures.• Driving productivity in coordination with service lines.• Continually identifying ways to reduce cost delivering the services and improve service.• Understanding client requirements, business opportunity identification, guidance, support and closure.• Driving action plans based on CSAT report.• Ensuring positive client satisfaction and client relationship is maintained for service delivery.