Roles:• Spearheading complete global L1 HD support operations, IT Service Desk Support & Reporting Specialists (14) with primary hubs in India• Acting as escalation point for any IT related tickets being forwarded by the IT support team to ensure the timely closure.• Tracking, and following up the incidents & requests logged at IT service desk system to ensure all established SLAs are met or exceeded escalating issues as appropriate.• Provide coaching and support to team members to support on the job development. Managing IT stock inventory and managing IT Security & Audit reports• Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.• Monitor calls, perform quality checks, and provide necessary feedback to the team.• Develop and/or update Service Desk standard operating procedures (SOPs).• Supervising & nurturing Support Teams consisting of process for incident, problem, change & knowledge management• Maintaining & updating Monthly Performance Report for managing team & individual performance and technical & skills development• Service delivery and performance management of key customer deliverables, SLA's, KPI's and Quality standards. Driving Continual Service Improvement initiatives, new business, achieving margins and other financial goals.Highlights• Contributed as project member in planning, designing, and implementing SMAX ITSM ticketing tool globally related to complete service catalog for service / support requests, end user support survey etc.• Contributed to various improvements related to global support services like setting auto reports in SMAX for managing daily support operations etc. Streamlining tickets mgt, major incidents etc. • Have been awared by ALL IDEA MATTERS , BEST PROJECT awards for managing support services

• Spearheading complete Operations Team of IT Administrators, IT Service Desk Support & Reporting Specialists (+40) with primary hubs in India, China, Malaysia, UAE, Philippines, US , Spain & Columbia • Acting as escalation point for any IT related tickets being forwarded to global service desk team to ensure the timely closure.• Tracking, and following up the incidents & requests logged at IT service desk system to ensure all established SLA’s are met or exceeded escalating issues as appropriate.• Plan, organize, and manage local and global IT support teams to ensure quality of services • Provide coaching and support to team members to support on the job development. Managing IT stock inventory and managing IT Security & Audit reports• Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.• Monitor calls, perform quality checks, and provide necessary feedback to the team.• Develop and/or update Service Desk standard operating procedures (SOPs).• Supervising & nurturing Support Teams consisting of process for incident, problem, change & knowledge management• Maintaining & updating Monthly Performance Report for managing team & individual performance and technical & skills development• Service delivery and performance management of key customer deliverables, SLA's, KPI's and Quality standards. Driving Continual Service Improvement initiatives, new business, achieving margins and other financial goals.Highlights• Completed the migration of ITSM Ticketing tool from BMC Remedy to Service Now in record time period of 40 days.• Completed the automation of ID creation and deletion with SAP, AD and Service Now in BPO reducing the lot of IT manual efforts and response time

 Spearheading Global APAC (India, China, Kuala Lumpur & Bahrain) IT Support Operations Team of ITAdministrators & Support Specialists (+20) with primary hubs in three regions (+10 locations) in EMEA, APAC &US globally Leading different functions of operations & deliveries of the regional & global IT support as per defined SLA Working as Major Incident Manager in accordance with the defined Service Management Process Creating IT stock inventory and audit reports Supervising & nurturing Multiple Account Team consisting of process for incident, problem, change &knowledge management Maintaining & updating Monthly Performance Report for managing team & individual performance andtechnical & skills development Managing service delivery & performance management of key customer deliverables, SLA's, KPI's and qualitystandards

Supervised local IT Support Operations Team of IT Administrators and Support Specialists (+7) Motivated the team to achieve the business objectives and targets assigned to them Utilized Remedy Tool for logging & closing the incident tickets Acted as first escalation point for engineers in the center Liaised with the client for managing issues related to link failure or any other connectivity related issue Conducted IT training for the team members as per the requirement