• Responsible for Google Workspace support delivery with an yearly revenue spending of $40 million• Managed 500+ vendors to drive the business outcomes through multiple KPIs, Input & Output Metrics• Identifying process gaps, analysing current best practices & implementing process improvement plans • Led and engaged with cross-functional teams, domestically and/or regionally to share and collaborate technical expertise for timely delivery of business and customer needs• Responsible for financial & budgeting aspects of vendor teams. Approving monthly/quarterly pay-outs basis vendor contract agreement. Followed headcount billable model for monthly pay-outs • Ensured effective workforce planning and enabling teams to support expected customer needs and contact volume *Collaboration with WFM team to analyse & plan live channels (Chat & Email) volume trend *Forecasting on any seasonal volume uptrend or downtrend and manage staffing accordingly *Engage with WFM & scheduling team on any Process/Product Outage to mitigate & churn volume effectively

• Lead and manage the Enterprise In-house & Vendor teams to build and promote a culture of service excellence• Work with Support leaders to benchmark, identify, implement and measure support as well as business related metrics• Manage team’s performance to ensure all KPIs and Service Level Agreements are met• People management including hiring, goal setting mentoring and progressive discipline• Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes• Where necessary, lead and engage cross-functional teams, domestically and/or regionally to share and engage technical expertise and experience to support the timely delivery of business and customer needs• Build strong technical expertise and capability within the team• Develop and deliver key initiatives to improve business processes and customer service delivery• Assist in the development and implementation of strategic plans initiatives and direction• Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues• Participate in departmental projects and deployments of new products and services pre and post launch• Act as liaison between technical support team, cross functional departments and engineering staff• Act as the customer’s advocate in working with Engineering and Product Management on supportability of product and the customer’s experience of using Adobe products

Key Result Areas: • Supervising Microsoft Pre-sales, Sales & Volume Licensing Project and collaborating with different Vendors, Microsoft Partners & Stakeholders • Working on Microsoft Dynamics 365; exploring the capabilities of CRM Business Software & ERP Systems for Pre-sales, Customer Service, Project Management & Automation, Marketing and Customer Insights • Setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets while planning project roadmapsAdministering smooth transition among retiring / existing / future services within the project • Managing stakeholders to ensure consistent representation of numbers & improvements • Driving end-to-end RoB (Rhythm of the Business) for internal & external stakeholders • Leading a team of 30+ Analysts, Senior Analysts & Team Leaders who coordinate with vendors and internal & external Microsoft Partners • Assisting with consulting, business solution & technical support related to Microsoft Sales & Volume Licensing • Monitoring the overall functioning of processes and implementing adequate measures to maximize client & customer satisfaction level • Conducting internal process audits & process reviews to ensure the strict adherence for process parameters / systems as per the defined guidelinesAccomplishments: • Developed & implemented an automated BOT framework for Microsoft DOC to assist users with their queries related to real time in an efficient manner • Increased the productivity & efficiency by automating various tasks within the process • Implemented an Escalation & Incident Management framework for Microsoft Helpdesk Project

Key Result Areas: • Conducted executive level presentations to potential customers, vendors & stakeholders for various sales opportunities of Google products & services to maximize the revenue • Supervised a team of 30+ Analysts, Senior Analysts & Team Leaders who coordinate with customers & vendors for end-to-end support & solutions with SEO, AdWords, Data Curation and Catalog Management • Managed Content Engineering & Google Shopping domain for Google India as a part of Vendor Support Team • Led a team for Google Shopping Taxonomy, Content Engineering, Content Marketing and SEO • Headed Catalog & Knowledge Graph Teams for Google Shopping to quarantine, specify & eliminate bugs from huge chunk of data for better online search and smooth shopping experience • Created various business scorecards to drive business reviews and ensure adherence to action plan • Translated Business Requirement Documents to Functional Specification Document and created project traceability metrics • Managed the Appraisal & Performance Cycle for each resource reporting to me and preparing them for next level IJPsAccomplishments: • Enhanced the capability & accuracy of the Google Classifier for Google Shopping domain by adopting various improvement measures • Successfully achieved the revenue targets in each fiscal • Developed & implemented various business scorecards to drive business reviews and ensure adherence to action plan

Key Result Areas: • Administered the entire Purchase Requisition (PR) to Purchase Order (PO) process for CAIRN India; attended & resolved queries related to RFP, RFI & RFQ • Led a team of 20 Finance Professionals for Cairn and provided support to them for Procurement (Buying), Supply Enablement & Global Helpdesk queries • Worked for process excellence & improvement using various Six Sigma methodologies & tools • Managed escalations and attended & resolved level 2 customer issues related to procurement & supply enablementAccomplishments: • Steered efforts in implementing Ariba tool, supplier training & on-boarding and PR-to-PO process • Implemented a new tool called WQM for tracking tickets & queries related to customers • Worked as a SPOC for Cairn deal for any internal & external ISO9001 & ISO27001 audits

Microsoft Windows, Office Biz Apps & Office 365 Support, Microsoft Technical Support, Escalation Management