• Part of Regional IT leadership team, participate for new IT initiatives, Global / regional alignment of IT operation across APAC• As being part of IT Leadership, working closely with all Department Heads, take inputs & make IT services in line with business needs.• Gatekeeper for the IT Production environment. Chair and coordinate the weekly CAB meeting for all IT Production Changes for whole APAC.• Project Management for all local & regional IT projects.• Leading & managing the DoT OSP Licensing for PAN India 6 sites.(Gurgan, Hyderabad, Pune, Bangalore, Mumbai & Chennai) • Oversee India IT yearly budget, Monitor P&L, variance of actual vs. budget and inputs for financial planning.• Implement ITIL framework in IT operation, service improvement for IT services, in line the IT service with the business needs.• Supervise Incident trends from Global Service Desk through weekly reports. Identify trends and drive management decisions.• Problem Management - Drive root cause resolution for all major outages and service degradation.• Team / People management of the Technology Team, responsible for employee engagement, personal development, performance review & IT staff recruitment.• Capacity, Availability, Demand and Service catalog management.• Partner with OEM / Channel Partners for IT Equipment’s that belongs to Data Center & end user devices. (Desktop, Laptops, Thin Clients, Mobile and collaboration devices, A/V devices and Conferencing solutions.)• Maintain a Standard Operating Environment with Software and Hardware life-cycle management.• Evaluate, recommend, implement and drive adoption of new technologies.

Adhering to the ITIL processes – Incident Management, Change Management, Problem Management.• Preparing & sending reports to the client as per his requirement, which includes network performance charts, server logs analysis, problem analysis report. • Churning out performance data of the team & sharing analyzed report with stakeholders for yearly appraisal.• Spearheading efforts for Monitoring and troubleshooting various servers over the client location. Monitoring Data center using various monitoring tools like Zenoss, Nagios, Pingdom, Oracle Grid control, Tidal and SCOM.• Handling a team of 25 engineers.• To handle all major escalations and ensure their speedy resolution.• Handled NOC project from scratch, participated in SOW creation, defining SLA, resource alignment & recruitment, PIR of the project.• Responsible for handling Installation, Maintenance and troubleshooting of complex hardware and software and upgrades to ensure work is performed as per the company policy.• Investigating on the server issues, issues with websites and fixing them.• Responsible for following SOP, Rulebook given by clients, providing 24/7 Support for all applications.• Tracking & Scheduling of Patches, Latest Updates and Service Packs on the servers.• Handling Active Directory administration which include users, groups, OU administration, Group Policy Changes and any Replication issues• Managing complete troubleshooting activity pertaining to Performance, Network Administration, Application Conflicts and Bugs and addressing overall queries involving Information System/Software.• Conducting software and hardware upgrades, implementing and maintaining procedures for backup and recovery of network servers and configuration files of other network devices.

Adhering to the ITIL processes – Incident Management, Change Management, SLM, Availability Management, Capacity Management, Release & Deployment Management & Problem Management.• Preparing & sending reports to the client as per his requirement, which includes network performance charts, server logs analysis, problem analysis report. • Churning out performance data of the team & sharing analyzed report with stakeholders for yearly appraisal.• Spearheading efforts for Monitoring and troubleshooting various servers over the client location. Monitoring Data center using various monitoring tools like Zenoss, Nagios, Pingdom, Oracle Grid control, Tidal and SCOM.• Handling a team of 25 engineers.• To handle all major escalations and ensure their speedy resolution.• Responsible for handling Installation, Maintenance and troubleshooting of complex hardware and software and upgrades to ensure work is performed as per the company policy.• Investigating on the server issues, issues with websites and fixing them.• Responsible for following SOP, Rulebook given by clients, providing 24/7 Support for all applications.• Tracking & Scheduling of Patches, Latest Updates and Service Packs on the servers.• Handling Active Directory administration which include users, groups, OU administration, Group Policy Changes and any Replication issues• Managing complete troubleshooting activity pertaining to Performance, Network Administration, Application Conflicts and Bugs and addressing overall queries involving Information System/Software.• Conducting software and hardware upgrades, implementing and maintaining procedures for backup and recovery of network servers and configuration files of other network devices.• Figuring out hardware problems of machines, Network and Network equipment & scrutinizing client needs and recommending appropriate hardware, software for the system.

Providing L2 troubleshooting to all network related issues to the users.• Implementing and troubleshooting of devices like network printers, Basic activities on switches and routers like changing and managing VLAN’s, link monitoring.• Providing/Barring remote access for users to client location.• Monitoring of all Network & Server devices using (Nagios, MRTG, Solar winds, OpManager)• Responsible for monitoring the IP network, responding to outages, and working closely with Network Operations Centers (NOC) and telecommunications providers to debug and diagnose network problems.• Working closely with site owners to provide IT infrastructure services, coordination with site engineers, local vendors.• To handle all major escalations and ensure their speedy resolution.• Creating and managing VOICE hunting groups & pickup groups.• Handling data encryption servers like SAFEBOOT.• Managing all remote sites including an onsite client site at Costa Rica (US).• Develop service improvement plans, • Vendor/Supplier coordination and negotiations.• SLA analysis and AMC activity.• Providing ticket based remote support to the users at remote locations within SLA.