·        Lead a large diverse team across multiple locations, providing guidance, coaching and support to ensure high performance and engagement.·        Direct the day-to-day activities of the incident management and Change Management process.·        Providing a constant focus to move the team forward in process improvement and efficiencies.·        Providing training and technical assistance to the team.·        Guiding in leading, evaluating and reporting the incidents & Change.·        Implement and monitor service agreements.·        Conduct periodic performance evaluations.·        Ensuring smooth delivery and operations of IT services by monitoring systems performance.·        Part of ServiceNow testing. Raising enhancement wherever required.·        Weekly and Monthly reporting and review with management.·        Oversee hiring, training, quality control processes and customer expectation.

·        Technology support & Implementation with help of 150+ engineers·        Managing and monitoring Ops managers and Team leads on daily activities of troubleshooting, installations and user access issues.·        Ensure all Application are healthy and post the Incident team if any outage found.·        Hiring, training, and developing dynamic and accomplished team of IT professionals.·        Collaborated with management and staff to provide technical assistance for continuous improvement of IT solutions.·        Improved team's work quality by developing employee knowledge and abilities, and with the targeted requirement of high-qualified candidates for key roles.·        Ensuring the timelines and Customer delight are met based on the SLA agreed.

·        Managing a team of 250+ taking care of end-to-end Transport (Freight) business·        Defined organizational structure for better governance·        Working with stake holders across different function to launch new process·        Creating/ Defining SOP for the new process launched ·        Introducing KPI metrics to measure performance of the team·        Weekly and monthly reviews with the internal management and Clients·        Performed Daily and weekly analysis on the performance of the team to ensure target/ Kpi’s are achieved·        Developed internal talent to build cohesive and successful leadership team.·        Worked on capacity planning to ensure the Headcount is with the budget allocated.

• Monitored employee work to assess performance and identify knowledge gaps.• Planned and executed strategies to increase business and drive profit growth.• Cross-trained staff in secondary roles to expand operational diversity.• Covered daily business requirements with well-organized schedules and properly delegated assignments.• Coordinated operations to deliver service in line with quality standards and business objectives.• Provided teams with clear objectives and consistent, performance-oriented policies.• Boosted revenue figures in reducing costs• Developed internal talent to build cohesive and successful leadership team.• Organized training for new team members and routine retraining for established employees.• Eliminated resource waste through effective monitoring and improved controls.• Managed daily workloads by organizing effective schedules and delegating tasks.