• Spearheading the establishment of a Wi-Fi service operations center for a large banking client, ensuring successful delivery within the defined timeline and budget.• Collaborating with key stakeholders to gain support and execute the developed plan, including hiring, training, and onboarding resources to the client.• Setting up a 24x7 operations center, focusing on quality assurance and service improvement. • Heading improvement initiatives across the Service Line and taking measures to achieve high efficiency• Maximizing customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery; implementing industry leading practices in the organization• Administering all aspects of multiple related projects to ensure that overall program is aligned to and directly supports the achievement of strategic objectives • Monitoring onshore & offshore delivery management for technical deliverables of concurrent projects; understanding clients’ needs, requirements, and expectations and devising solutions accordingly • Managing several operations including KPIs, SLA Management (Service Level Agreement), Volumes Management, Team Utilization, CSAT (Customer Satisfaction), Resolve & Closure Rate, Head Count & Forecasting• Supporting and monitoring the existing infrastructure, managing preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness.

• Developed and implemented plans to ensure successful project delivery within specified timelines and budget constraints.• Identified and collaborated with key stakeholders to gain support for project execution, managing development, migration, and enhancement of various mission-critical programs across different business verticals.• Heading improvement initiatives across the Service Line and taking measures to achieve high efficiency• Maximizing customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery; implementing industry leading practices in the organization

• Developed and implemented plans to ensure successful project delivery within specified timelines and budget constraints.• Identified and collaborated with key stakeholders to gain support for project execution, managing development, migration, and enhancement of various mission-critical programs across different business verticals.

• Managed performance, people, and attrition management, training and development, and continuous process enhancements to drive operational efficiency.• Led end-to-end project lifecycle management, including planning, estimation, scheduling, and budgeting, for clients such as Infosys, Cognizant, and TechM• Managing several operations including KPIs, SLA Management (Service Level Agreement), Volumes Management, CSAT (Customer Satisfaction), Resolve & Closure Rate.• Supporting and monitoring the existing infrastructure, managing preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness.

• Provided technical guidance and assistance to teams, managing day-to-day activities and ensuring the delivery of key performance targets.• Enhanced customer satisfaction, average handle time, resolution rate, and quality compliance, driving continued profitability for clients including PTC, Amdocs, Skoda

• Installed and maintained Nortel EPABX system for major clients in Pune.• Managed renewal of Annual maintenance contract. • Enhanced customer satisfaction, average handle time, resolution rate, and quality compliance, driving continued profitability for clients including Bajaj Auto, Le Meridian, and Coca Cola.