Head of UCC practice for International Customers in India Major Service Center (MSC). • Managing multiple technical Expert (60+3 HC, Level2 + Level3 + Mgrs) teams on Cisco/Avaya UC/CC, BTG Call collect Infra (voice/audio conf), MS Lync/Skype, MS Team, Direct Routing (DR), NiC & Zoom for Business and Video (Cisco/Polycom) technologies.} • Responsible for Build & Run (Incident, Change, Release & Problem Management), RFP Support • Senior Executive (VP/DIR/CIO/CTO) level Escalation & Stakeholder management (Internal / Client) • 24x7 Global Customers support for On-Premises and Cloud based UC, Audio/Video & Telepresence solutions. • Operational Excellence, Cost Optimization, Continual Service Improvements (CSI), People Development and Automation (RPA) are key focus areas along with Customer Satisfaction. • Led Management Development and Service desk empowerment programs. • Global and India level Transversal program leadership.

DXC Technology is created after merger of HP ES and CSC. I continue to lead the Network Operations Center (NOC) / Proactive Services vertical (125+ HC, L1/L2/L3, 24x7x365 support) with overall responsibility for operational KPI management for large telecom account Private Cloud based service delivery (UC/CC/DB/Apps management). Other focus areas are People Engagement, Continual Service Improvement (CSI), Process Re-engineering & Automation (RA) to enhance Value Proposition for customer to enhance their experience. Responsible for Gurgaon Site related issues as well.

Migrated to HP as a part of HP-Avaya deal. Leading 4 teams of 70+ engineers managing end to end service delivery for Bharti CCT Solution (Data/Voice/IVRs/Contact Centers) globally (India/Bangladesh/Sri Lanka/Africa Countries) and Bangalore International Airport (BIAL) network infrastructure. Teams are spread across Gurgaon/Pune. Major responsibilities includes -• Managing service delivery in complete ITIL framework against 99.95% uptime SLAs.• End to end Incident/Change/Service Request/Problem Management• 24x7 NOC support for proactive monitoring/infrastructure management• Release & Patch Management• L3/L2/L1/L0 support• Building Knowledge & performance driven culture through goal setting & regular feedback• Optimization of resources & cost management• Weekly/Monthly/Quarterly KPI/Project/SIP reviews with customer• Designing/executing service improvement (SIP) and operational excellence plans.

Leading 4 teams of 70+ engineers managing end to end service delivery for Bharti CCT Solution (Data/Voice/IVRs/Contact Centers) globally (India/Bangladesh/Sri Lanka/Africa Countries) and Bangalore International Airport (BIAL) network infrastructure. Teams are spread across Gurgaon/Pune. Major responsibilities includes -• Managing service delivery in complete ITIL framework against 99.95% uptime SLAs.• End to end Incident/Change/Service Request/Problem Management• Heading 24x7 NOC support for proactive monitoring/infrastructure management• Release & Patch Management• L3/L2/L1/L0 support• Building Knowledge & performance driven culture through goal setting & regular feedbacks• Optimization of resources & cost management• Regular SLA/KPI/Project/SIP reviews with Avaya and customer leadership• Design and execution of Service Improvement & Operational Excellence plan

Contact Center Technical Operations Manager position for backbone team of 25 experts for Global Level 3 backbone support on API, Dialer & Recorders. This role includes, but not limited to -• Direct People management (25 HC) and their personal development.• Operations management - to meet/exceed set KPIs through regular monitoring and improvement plans.• Customer Satisfaction and Critical Escalations management.• Project management, Vendor Mgmt and Global Stakeholders management.• Representing Services team on New Product Introduction (NPI) calls• Knowledge management & technical content development

Principle engineer in Unified Commn. (UC) backbone/TAC team for complex solution support..Designated SIP SME (first group in India center)

Level 3 TAC engineer on Avaya UC portfolio. Responsible for Top 5 account support as SIP& IP Telephony Subject Matter Expert...Additionally, worked as mentor/trainer for new joiners

My first company..Career Journey : GET --> Field Support Engineer --> L2 Engineer --> Sr. Implementation EngineerSupported Large accounts from Hospitality, Airlines, PSUs & Armed forces