● Manage operations and serve as SPOC for major-incidents & escalations for 100+ global accounts in a multi-tenancy ITSM environment for the shared service model (GCC)● Ensure successful end-to-end delivery of the projects spread across GCC shared delivery models● Build strong relationships by addressing customer issues and complaints in a timely manner● Manage a team of 30+ members including engineers, pre-sales managers, project managers and ISP/Datacentre Vendors● Conduct performance reviews and provide performance feedback to team members● Achieved 99% availability of the ticketing tool, the core component of the ITSM Platform - ServiceNow, 24/7 365 days a year● Other KRAs include resource planning and mobilization, managing deliveries and resolving dependencies, change management, client relationship management and internal interfacing for project requirements, resource training, optimization & job rotation● Key Clients – Assa Abloy, AkzoNobel, Daimler AG, Thomas Cook, University of Canberra

● Pro-actively managed the incident management desk at GCC (shared service model), ensuring service operations were not impacted adversely● Involved in all the escalation calls and addressed issues till closure● Ensured work is done in compliance with company/client policies and procedures● Planned and coordinated all the activities required to perform, monitor and report for seamless running of the critical applications in a 9-member Level 1 Support Desk● Reduced Open Hours and Turn Around Time for tasks assigned to the team by 50%● Awarded the ‘Best Operations Manager’ title

● Led a 10-member team for 2 months to manage all client onsite deliverables during the transition phase of the UK Yellow Pages project● Created as well as effectively managed processes from knowledge transfer to go-live phase ensuring a seamless transition between both onsite and offshore project teams● Awarded the ‘Best Overall Performing Team’ for 2012 & 2013

● Trained and provided support as a Performance Improvement Coach for the British Telecom Tier 2 Support Desk comprising 20+ members● Analysed customer service request data and instituted processes to address pain points resulting in a 60% reduction in router replacement and 25% improvement in CSAT ratings.

Roadmelters was the brainchild of five individuals from Jamshedpur who had one thing in common, their love for riding and the Royal Enfield Bullets. I was one of the five who after meeting veterans from The Eastern Bulls (Calcutta Bullet Club) & The Inddiethumpers (Bombay Bullet Club), decided to start an organization for our own city. I was a key player in setting the ground rules and operations of this foundation.

● Managed Sales and Service operations for the family-run business as well as undertook overall management of activities dealing with customer escalations and inventory management● Analysed customer feedback data and actioned processes that improved customer retention statistics as well as overall turnaround time● Key clients – BPL Consumer Electronics, BPL Healthcare, Nokia