PAN India Operations lead for IT Regional Operations:PAN India IT Operations Governance, IT Escalation Management, Providing Annual Budgetary Inputs, SOW/MSA Review, Facility Risk Profiling PAN India, Facility Commissioning/Decommissioning & POP migration- Governance, Location Crisis Management, IT Operations Strategy, Project Management/Governance of various large IT Operational Projects, Managing IT Equipment procurement in coordination with IT Resource Management teamCompliance Management:Endpoint Compliance accountability (AV/SCCM/Patch/Encryption/Admin rights etc.), Vulnerability remediation, Security incidents support, BCP Support & Risk Reviews: BCP IT SPOC , CIMA & CRITSIT ManagementProcess/Process Document Management for IT Regional Operations:Currently managing Process/Process Document Governance for IT Regional Operations. In previous role, was accountable for Creation/Modification of Processes/Process Documents for EUCS (eg. Service Catalogue, Patch/Antivirus documents)IT Audits PAN India Lead for IT Regional Operations:Manages team that front ends IT Audits (PAN India Lead) & handles RFPs for ExistingCustomers. Attends high profile Customer/Certification Audits, Vast experience in handling/managing various IT Certification audits (ISO 27001, IS0 22301, ISO 9001: 2008/2015, SSAE 16/18, PCI, OHSAS etc.), Team handles approximately 350+ IT Client/Certification Audits and close to 300 IT RFPs for existing customers yearly, MSA Security control implementationService Operations:Customer Satisfaction, Incident Management, SLA, KPI Management, Service Requests Fulfillment, Operations Governance (PAN India)Business Enabler:Customer Connects, IT Infra Business Relationship Management, Client Visits, Represent IT Team in Supplier QBRs, Project MigrationsInfra & Facility Operations:New Infra/Facility build out support: Was the Kochi SPOC from IT Infra for own campus build out in Kochi, ODC Implementation Coordination, Ewaste management

- Choreographing various Customer/IT Certification Audits- Conducting Quarterly Internal IT Audits for Projects- Managing and streamlining Exceptions Management (Global)- Setting up the operational framework for the department.- Streamlining of operations by implementation of various project management concepts - Ensure calibration of various BAU activities across Geos- Project Management for the department (Global)

• As Program Manager (Managing 1st, 2nd and 3rd level Managers) in Philippines (Makati) managing the site operations for one of the largest Telecom/ISP Providers in the world (9 Months):Span of Control: -Leading 2 Lines of Business of the client in the site (Voice and Click to Chat)-Around 320+ employees (280+ consultants, 4 Managers, 16 ProgramSupervisors/Team Leaders and 16 SMEs)-Responsible for the entire operations of the site including financials-Ensure that terms and conditions in the SOW (Statement Of Work) are met.-Ensure that proper communication happens with the client.-Ensure that client sets targets are met on metrics such as Grade of Service, TACR!FT (CSAT), FCR, AHT and Escalation rate-Act as Liaison with the various support groups (Quality, Training, HR and Admin) to ensure that all the required processes are setup properly and is being followed. -Coordinate with Work force Management and Capacity Planning teams to ensure that the proper number of seats are allocated based on call flow forecast-Responsible for ramping up the program without compromising on performance metrics -Weekly Reviews with the Client and with the company higher management -Conduct performance appraisals for my direct reporting managers-Calibration calls with the client/internal team

Doing E-mail Technical Support for a leading PC manufacturer(North America region). Provided support for Desktops, Laptops, Printers, Scanners, Personal Audio (PA) & Internet Appliances (IA). Provided first level support for the techs

FM (Facility Management) Engineer at HDFC Bank, Coimbatore(Responsibility included maintenance of bank network –[Mumbai–Chennai-Coimbatore], ATM connectivityand Lotus Server Administration), Network Management and hardware maintenance of corporate clients such as Hindustan Lever Limited (HLL), Bank Of India, Indian Bank etc.