• The proactive engagement of the existing and potential user communities for the effective delivery of agreed budgets and targets for account management/technical support;• Working with production team to agree positioning strategies for their services lines;• Project And account manager worked with Internal and External teams .• Monitoring and management of and support processes.• Coordination of exercises designed to capture the Voice of the Customer;• With a focus on continuous improvement, to propose and develop services forINNOTRANSVENTIVE, including those for commercial.• Develop and maintain technical and commercial awareness of the capabilities and use of allINNOTRANSVENTIVE solutions and their benefits to users.•Responsible for work planning against objectives set in agreement.*Communication and information• Represent and promote the interests of the company.• Ensure effective internal communications both within the external facing functions and across theorganization;*Financial• Provide monthly financial results, forecasts and other KPIs for the external facing functions.*Staffing, Management and resources• Encourage staff to represent INNOTRANSVENTIVE at conferences and meetings with research partners and users to continuously grow the INNOTRANSVENTIVE services. • Within the INNOTRANSVENTIVE policies and procedures, establish clear functional structures for the externally facing functions, including the responsibilities and accountabilities of individuals;• Establish clear organizational structures and succession plans aligned with appropriate responsibilities, accountabilities and personal development for all staff within the team in line with anticipated growth.*Policies and Procedures• Comply with all relevant policies and procedures• Complete all documents required by the company policies and proceduresOthers• Undertake additional tasks and responsibilities as may be reasonably expected of the role and as necessary

Program and project delivery management – Insourcing, outsourcing, IT strategy, Datacentermigrations/ consolidations, hardware/software refresh, feasibility assessment, security complianceimplementations.• Experience in Process Transition from U.S. (MetLife) to India (MetLife)• Maintain SLAs for process and managing baseline, project interdependencies and project progresstracking. Implement approved change of plan.Page 4• Maintain and report risk and issue log & the overall communication score card.• Conduct & present Monthly, Quarterly reviews.• Responsible for effective communication with the Clients, relevant stakeholders and SeniorManagement.• Manage the team effectively, identify areas of concern and under performance of the process andtake corrective measures.• Providing hands-on assistance, proactively knowledge/information sharing.• Assisting in scheduling and time management.• Manage inter KPI to identify issue and take corrective action• Team Management• Managing Project Implementation Team of 9 members

• Program and project delivery management – Insourcing, outsourcing, IT strategy, Datacenter migrations/ consolidations, hardware/software refresh, feasibility assessment, security compliance implementations• Maintain baselines, project interdependencies and project progress trackingImplement approved change of plan• Maintain and report risk and issue log• Maintain and report program/Communication score card.• Responsible for Stakeholders and Senior Management.• Identify areas of concern and under performance of the process and take corrective measures.• Providing hands-on assistance, proactively knowledge/information sharing.• Assisting in scheduling and time management.

• Coordinated management activities of various projects to obtain strategic business and other organizational objectives.• Responsible for developing credibility, establishing relationship, and communicating with stakeholders at various levels• Responsible for controlling cost, staffing, performance of component projects, and ultimate success and project approval.• Present periodic Dashboard reports on the current program, future opportunities and client issues.• Train, motivate and direct technical team of 25 Engineers, including Helpdesk & Server Management, Network Management and Mail Management, • Managing 8 remote location office all over India and team of 9 engineer in remote location • Allocation of activities and tasks to team members• Monitoring and reviewing team utilization on a regular basis• Monitoring project progress and project costs • Project status reporting, internal and external stakeholders• Client management• Vendor management • Project status reporting, internal and external stakeholders• Change management • Program Risks and Plan Responses• Single point of contact a for all project related issues, co-ordination for all project requirements

• Accountable for ontime and error free modifications of operational connections• Perform and review pre/post checks • Manage communications during the change • Provide go ahead to internal parties for activation within advertised maintenance window • Troubleshoot problems with customer and other internal parties • Ensure fallback is performed successfully in the event of failure• Confirm and communicate operational status at the end of each maintenance window • Update internal tools with results • Meet or exceed the targets with regards to: Quality Assurance, Productivity and First time Success rate Special projects as directed by the Manager • Manage the shift in the absence of Team Leader , including rostering & leave management• Responsible for handholding new Team Members and reducing learning curve

Proper Dialer Management and Dialer Report GenerationSetting up of Help Desk procedures and assigning helpdesk responsibility Troubleshoot on Bharti and VSNL lease lines.Manage Meridian 81cTroubleshoot and resolve NORTEL Passport 7480 Voice/ Data network connectivity issues Manage the Dialer Concerto Ensemble Pro 5.1.6Managed the leased lines and coordinating with Vendor Ensure that Nice Logger 8.1 is up & runningGenerated daily uptime and downtime reportsHandling a team of 10 Engineer

•Set of Help Desk procedures for Call Center 24/7 operations..•Troubleshoot & resolve issues related to NICE / DAVOX & Verient•Work on Nortel Meridian & Symposium•Part of Team which set up 120 seats BPO Centre for Dial M , Bangalore

Set of Help Desk procedures for Call Center 24/7 operations..Troubleshoot & resolve issues related to NICE / DAVOX & VerientWork on Nortel Meridian & SymposiumPart of Team which set up 120 seats BPO Centre for Dial M , Bangalore