# Oversee the strategic implementation of service governance policies and data analytics to ensure that IT services are delivered efficiently, effectively, and in alignment with business objectives# Develop and implement a comprehensive service governance framework to ensure IT services meet quality, compliance, and performance standards# Oversee the analysis of complex data sets to extract actionable insights that inform strategic decisions.# Establish and monitor key performance indicators (KPIs) for service governance and data management.# Advocate for the strategic use of data aimed at enhancing data literacy across the Team# Manages the embedding of data governance frameworks, with a focus on governing data as an enterprise asset# Manages the implementation of the Service Governance & Insights strategy across assigned areas of the Digital, ensuring alignment to the operational and assurance strategy that underpin customer needs.# Identify opportunities for increasing efficiency through automation.# Manages a Service Governance & Insights Team, generating Service insights that can be translated to drive Service improvements and accelerate business growth.# Manages governance performance measures demonstrating ROI (return on investment), identifying potential cost reductions and describing customer value/benefit.# Coordinates the alignment to and enhancement of quality and standards, including overall performance measurement# Champions, continuously develops and shares with team knowledge on emerging trends and changes in service governance & insight.# Implements ways to improve working processes within the area of service governance & insight with the help of Data & AI techniques

 Internal IT strategic plans & ICT roadmaps Provide technology (IT) infrastructure, new solutions, and compliance & risk practices & align it with business priorities Manage IT supplier Contract IT Service Management to ensure the best ITIL practices rollout & adherence globally Service Delivery Manager for Global.  Define KPI/Metrices & Drive performance globally. IT budget management for IT Projects & Annual support programmes Network & Voice Cost Tracking & Optimization Manage Infrastructure projects such as new OS deployment in estate, O365 etc & support business acquisitions Handle new infrastructure setup, network growth, new application functionality, increased load, or new applications or move/changes  Manages the IT operations for BT India offices Responsible for deploying and managing server room/Hub room infrastructure  Responsible for Major incident Management  Facilitate correction of any system failures and serve as contact point for all system solutions  Evaluate and recommend new systems and utilities  Drive Change Management & implementation.  Provide expertise in technical consulting and project management in multi-vendor systems and software platforms Support 3000+ Webtop PC’s estate & Infrastructure Support including Wifi infrastructure IT Security compliance and Encryptions Service support and delivery of standard/approved telecommunications components and devices. Control and monitor Disaster recovery and Business continuity Management.  Ensure that all information systems & networks operate according to internal standards, external accrediting agency standards, regulatory agencies & legal requirements  Manage compliance & quality levels within the systems of the company Responsible for implementation of Global standards & policy. Responsible for in-country internal / external IT Audits. ISO 27K and 9k standards Managing to maximise customer satisfaction level. IT Risk Register & tracking

Leading the entire site as single point of contact for the escalationMaintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologiesAccomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actionPreserves assets by implementing disaster recovery and back-up procedures and information security and control structures.Responsible to comply and improve SLA's for overall IT support for our internal business facing usersKnowledge on ISO 9000 & ISO27001 to comply with external and internal audits for IT Responsible for all the IT Operations, IT projects delivery, budget, cost, timeline scope and effectiveness, for all the project budgeted for the fiscal yearIT infrastructure management, Contract TransitionVendor Management for Procurement/ Price negotiation/WarrantyAMC management and renewalsManaging in enterprise environment (1000+ Hardwares) management. Worked on ITIL based service desk with severity, criticality, SLA, Escalation matrix configured. Asset management, hardware and software inventory, software discovery and license Compliance.Provide advice and/or professional services to internal clients. Provide support on projects, carrying out elements of the research, analysis and/or delivery. Provide operational support ensuring KPIs and SLA are achieved. May lead on the delivery of specific components of a project. To draft reports and discuss recommendations based on research with their manager. Share expertise with peers..To support the development and implementation of unit policies and procedures. May involve liaising with internal, external and third party suppliers. To input to cost/timescales solutions/options and manage expectations as appropriate with customer or business unit/LoB teams.

 Strategic planning, design architecture, contracts & procurement, customer service & training. Proven record of successfully directing new initiatives involving several partners and suppliers Managing large IT Operations as a integral part of Project Management Team (PMO) Expertise in leading large Telecom SI Implementation & Operation programs grounded solidly on business value Experience in providing strategic direction to senior management on technology Experience in handling Revenue assurance & delivery organizations Ensuring provision of IT Infrastructure and delivery of related services to support the backbone services/projects at the location  As member of senior executive teams, experienced in creating pragmatic IT strategies and implementation plans designed to solve business issues Following project with Security, ITIL, Knowledge Management & Change Management Vendor & OEM Management Accountable and responsible for ensuring applications SLA performance targets are met Ensuring changes are implemented in defined time frame by co-coordinating or by direct participation in a Change Advisory Board Leading the team by applying techno functional knowledge to operate one or more technology areas  Monitor & Helping the teams deployed in various projects locations across India professional business relationship with both internal associates and external customers

 Conceptualize, design, implementation & commissioning for Project Delivery Perform / Participate in POC / Staging for complex solutions during migration time.  Installation, configuration, administration, monitoring & troubleshooting of Nortel CCMS, CCMA & CCT application servers under CC Suit 6.0 Computer Telephony Integration (CTI), Advanced CCMS call routing algorithms Nortel Contact Centre Recording (Voice Logger). IVR Application Managing Oracle Database 10G & SQL with visual Studio  Maintaining Backups for all servers are stored and archived as per policy.  Windows Server 2K3 installation including RAID configuration in HP Prolient Servers. Configuration of Access Switch 3400 & VLan Conducting Validation Test & Acceptance test with Customer Core IT team. Conduct & successfully complete UAT sign-off of the assigned projects.  Solution Design & integration of Disaster Recovery (DR) Solution of IVR & Voice Technology across other locations.

 Windows Server 2K3 installation including RAID configuration in DELL POWEREDGE 2950 series server. Active Directory Users & computers in Windows 2000 Server Creation of users in domain. Creation of OU’s. Move the users in respective OU’s. Configuration & Troubleshooting of roaming profile for domain users. Creation, deletion & activation of phone extensions on Nortel 11C EPBAX server for digital & analog phones. Configuration & troubleshooting of Avaya VOIP (Voice over IP) phone. Maintaining server backups tape & Data-restoration from DLT. Creation of batch file for implementing security patches in servers. Ghosting of image in server & desktops. Vendor Management & Vendor Escalation. Asset Management & Inventory. Configuration & troubleshooting of CITRIX application in desktops