• Leading the IT operations and service delivery for Startek Australia and Malaysia spread across 1 site in Melbourne and 2 sites in Malaysia. • Currently operating from Melbourne on work Visa.• Leading these sites with user base of over 3000 FTEs with over 25 clients from Travel, energy, Telecom, F&A, Banking and Healthcare verticals. • Directing a team of people including Managers, Site Leaders & Assistant Managers; ensuring end-to-end delivery of technology services as per agreed standard and cost.• Adhering to all IT compliance and procedure along with all internal and external client management; monitoring quality and working towards cost-effective service delivery• Acting as Technology SPOC for accurate client communication & resolution of escalations; coordinating with Audit Team for internal and external audits with IT groups and clients.• Ensuring achievement of maximum business uptime & pre-defined SLA; sharing organizational offering across business in verticals such as Healthcare, Banking and planning for further improvements

• Leading the IT operations and service delivery for International Delivery Centers spread across 3 delivery centers in India majorly operational from Bangalore.• Directing a team of people including Managers, Site Leaders & Assistant Managers; ensuring end-to-end delivery of technology services as per agreed standard and cost.• Adhering to all IT compliance and procedure along with all internal and external client management; monitoring quality and working towards cost-effective service delivery• Interfacing with Project Team for smooth implementation of new business or ramp-up of existing businesses• Acting as Technology SPOC for accurate client communication & resolution of escalations; coordinating with Audit Team for internal and external audits with IT groups and clients.• Ensuring achievement of maximum business uptime & pre-defined SLA; sharing organizational offering across business in verticals such as Healthcare, Banking and planning for further improvements• Resolving escalations and conducting RCA on issues, sending Daily Executive Summary Reports to Management Team and developing SOPs for all the known processes / procedures / issues existing in the Internal Database.• Sharing regular feedback to the team on performance, including what they do well and where they need to improve, with special attention towards low performers to track the improvement.

 Heads North & East Service Delivery Team spread across 7 delivery centres in India. Manage technology operation for Domestic India business with user base of 10000+ FTE with a 30+ client base includes verticals like Travel, BFSI, F&A, Telecom and Utilities.  Heads a team of 80 people including Managers, Site Leaders & asst. Managers. In this role I have to ensure end to end delivery of technology services as per agreed standard and cost. I am Accountable for adherence of all IT compliance and procedure along with all Internal and External client management activities. Overall responsibility for quality and cost-effective service delivery.  Engagement with project team in the smooth implementation of new business or ramp-up of existing businesses. Technology SPOC for handling client communication & escalations with clients. Oversee and co-ordinate internal and external Audits with IT groups and customers. Interface with the leadership of various technology teams (Server, WAN, LAN, Voice, and Desktop) and Clients during High Severities/Outages. Ensures adherence to relevant Service Level Agreements. Ensure to achieve the maximum business uptime & achieving the pre-defined SLA deliverables. Representing the Monthly IT packs with business of various verticals like healthcare, Banking etc. and planning for further improvements.  Responsible for preparation of IT BOQ for various IT needs. Responsible for conducting CSAT surveys & feedback sessions.

IT Service Delivery and Operations for all international clients based out of Serco Gurgaon center of more than 1500 seats.In this role I have to ensure end to end delivery of technology services as per agreed standard and cost. I am Accountable for adherence of all IT compliance and procedure along with all Internal and External client management activities.Technology SPOC for handling client communication & escalations with UK/ US client.Active engagement with project team in the smooth implementation of new business or ramp-up of existing business.Currently supporting businesses from Banking, Healthcare, F&A verticals from US & UK regionsOversee and co-ordinate internal and external Audits with IT groups and customers.Interface with the leadership of various technology teams (Server, WAN, LAN, Voice, and Desktop) and Clients during High Severities/Outages.Ensure to achieve the maximum business uptime & achieving the pre-defined SLA deliverables.Representing the Monthly IT packs with business of various verticals like healthcare, Banking etc. and discussing it with business for further improvements. Acting as Change Manager for any infrastructure change specific to my site.Handling team of more than 20 people.Responsible for preparation of IT BOQ for various IT needs

A Startup Technical support Company providing the technical solutions to US & Canada. • Implementing and Managing the IT Infrastructure. • Working on the implementation of ITIL process. • Co-ordinate with different team for day IT issue/request/ramp-up.• Vendor & Asset Management. • Liasoning with various service providers as well as vendors for IT services.• Budgeting, AMC & other IT service renewals.• Procurement of various IT assets.

 Overall responsibility for quality and cost-effective service delivery.  Demonstrated abilities in handling Incident Management, Problem Management, Service level Management and Change Management. Chairs the problem management bridge as the problem SME across all sites. Setting KRA for the team members. Ensure to achieve the maximum business uptime & achieving the pre-defined SLA deliverables. Acting as a SPOC for handling client communication & escalations for some key US accounts. Supervising the team for sending Notifications, arranging Conference Calls in case of major outages. To ensure preparation of process documents for all services covered in the contract. To ensure preparation of process documents for all services covered in the contract

• Handled a team of 25 engineers at IBM Client Site (Bharti Airtel Ltd.), Airtel Centre Gurgaon.• Implementing and Managing IT Infrastructure for Bharti Airtel Ltd, Gurgaon.• Ensuring all the calls are closed within the SLA.• Coordination with various vendors for any H/W and consumables requirement.• Consult with customers within the company to identify problems, solutions, strategies and resource requirements.• Supervision of support team for troubleshooting on hardware and software related problems as per company policies and procedures.• Providing high quality complete maintenance services (preventive, scheduled and breakdown) to enhanced uptime.• Providing the Support for Lotus Notes client administration.• Handling the Inventory management.• Incident management & Service Level Management.

• Installation and configuration of various OS such as Windows XP/2000.• Troubleshooting of LAN/WAN networks and various Cisco Networking Devices.• Installation and configuration of various hardware.• supporting & troubleshooting the inhouse softwares for any issues.

• Installation and configuration of various OS such as Windows XP/2000.• Troubleshooting of LAN/WAN networks and various Cisco Networking Devices.• Installation and configuration of various network hardware.• Maintenance of the AMC’s of various clients.