● Responsible for leading a team of 50+ resources (fulltime and contractors) spread across MasterCard Global Technology Hubs to deliver and achieve business outcomes associated with the Business Operations ‘Run’ of the platform deliverables.● Key Areas of Focus in Business Operations :o React: ITSM Management, Workorder, Incident, Problem Reduction; Change Management, Platform Availability, Mean Time to Mitigation, Improving Customer Experience.o Protect : Platform Risk Reviews, Operational Playbook Reviews & Knowledge Management, Threat Management, PCI Compliance, AST & Vulnerabilities Remediation’s, Business Continuity/Disaster Recovery Exercises, Logging and Monitoring Reviews, Production Readiness & Launch Gating, Maintaining Vendor support and SLAs,o Enable: Platform Infrastructure Setup Support, DevOps, CICD Setup through Jenkins, Chef Habitat, Planning and supporting technology Modernization & Migrations, and Configuration Management DB Management.● Products & Projects Supported :o Regional Solutions : Mobile Wallet Payments Solution in Egypt, and Regional Mastercard products for disputes settlements in India, Nigeria and Mexico.o Global Data Privacy Regulation: A product/service that specifically supports the regulation, and compliance for all the products applicable as per privacy laws.o Law Franchise & Integrity: Applications catering to the legal, compliance and risk assessments of issuers, acquirers, merchants, service providers and vendors.o Order and Workflow Services: An orchestration service to enable new customer on-boarding, BIN migrations, licensing and franchise management among other services offered.o Humanitarian and Cause Enablement: A platform that supports charity donations, educational, health, community commerce and agricultural service offerings.

Leading and managing the Business Operations team, responsible for Operations and Technology (OT) at Mastercard, and engaged in supporting the B2B portfolio of applications for Law & Franchise Integrity, Data Governance & Regulations and Business Process Management.

● Managing a high performance team to meet Organization KRAs.● Coaching and mentoring the team by proactively identifying their strengths and weakness, and setting up IDP to overcome the weak areas.● Improving internal processes to minimize gaps/conflicts in relation to customer deliverables and SLAs.● Improvised Goal/Objective setting and tracking to bring out the best within the team.● Served as the primary 'Technical Escalation Point of Contact' for the customer to answer questions, review RCA documents, and raise escalations.● Played the role of a customer's advocate, to ensure customer success while achieving organizational goals and targets.● Provide focused leadership to manage priority Global Customer Accounts to achieve organizational initiatives.● Engage with cross-functional teams like Support/Care, System Integration, R&D Development and Testing. ● Maintain and evolve, customer specific functional and technical knowledge of the Redknee Turnkey Converged Billing platform.● Derived optimum and innovative solutions based on customer requirements by engaging the Product Management and Development teams.● Created best practices/lessons learnt documents for customers on Support, Operations and Maintenance of Redknee Turnkey Converged Billing platform.

● Perform the duties of an Escalation Manager, by effectively addressing restoration/correction of Sev-1 Issues.● Prioritize incoming support tickets/cases after assessing the impact to the problem.● Top contributor to team’s knowledge base and training workshops for the team. ● Articulate, review and modification of standard procedure for upgrades / Configuration changes / Maintenance activities and knowledge Articles.

● Advanced Troubleshooting at Java code level / thread dumps / Garbage Collection logs / Performance & Operation measurements and Application debug logs/event records. ● Raise defects with the software development team and prioritize business impacting issues for MR’s.● Handling Complex responsibilities and assignments independently, under difficult and stressful conditions to facilitate quicker problem resolution.

● Analyze complex technical, business, and billing issues to determine root cause and resolution.● Perform on-site and/or remote installations/upgrades of REDKNEE application(s) software and relevant third party products.● Liaise with intra-organizational teams (R&D, hardware and third party software support teams) to ensure the timely resolution of technical issues within SLA agreements.

● Responsible for network KPI improvement through RF and RAN domain analysis, for efficient utilization of the Network Resources to provide better service to the customer and support revenue growth for the organization.● Supporting Field Engineers, remotely for the new cell sites integration, carrier upgrade, BTS Swap outs and/or any other technical support.● Preparation and circulation of White-papers, Method-of-Procedures, Root Cause Analysis Reports for Critical Service Impacting Events.● Testing & Validation and comprehensive analysis on roll-out implications of new releases, features and fixes.● Responsible for interacting with vendors on escalated issues, supporting vendors in order to get required solution.