Role:* Program Management, SLA Management, Vendor Management, ITIL Process Implementation, Data Center & Integrated Tool support* Quarterly Performance Review with client CIO* Workout Retention Strategy for the Key & Top performers and motivate others for improving their contribution* Rewards & Recognition for outstanding performers* People Management & Talent acquisition and retention including identification & scheduling training programs.* Cost Management* C-SAT Management * Continuous Service Improvement Program

* Managed multiple teams as a people manager for enterprise platforms* Management of escalations related to HP enterprise servers with the aim of maximizing customer satisfaction.* Review monthly Scorecard, analyze the activities and tasks, and develop an improvement plan.* Conduct reviews with regional counterparts and other centers to ensure same level of support for all customer issues.* Prepare structured Performance and Development Plans and review them monthly/quarterly.* Workout Retention Strategy for the Key & Top performers and motivate others for improving their contribution.* Rewards & Recognition for outstanding performance whether it’s an incident or over the period.* Identification of training needs & scheduling the trainings.* Monitor Service level performance, address customer satisfaction issues, prepare corrective action plans * Involved in team management to ensure maximum motivation and productivity; maintenance of attrition within permissible limits and appraisals of team members.