Proven track record of leading team of Network engineers to maintain Global network setup for Genpact in ensuring 24*7 Network operations support for 40+ delivery locations of Genpact.Overseeing stability and resolving performance issues of 450+ links (MPLS, ILL and SD-WAN) with WAN and LAN topology covering 2.7k+ devices catering multiple connectivity solutions.Monitoring of network links, devices and resources for availability, performance and capacity analysis.Leading team in triaging critical Network issues impacting operational stability to resolve issues, identify technical root cause and implement long-term resolutions.Partnering with OEMs and Service providers in identifying technical issues and driving for closure.Identify open risks impacting network uptime and implement systemic improvement plan for correction.Maintaining oversight and providing guidance on operational issues to team in ensuring compliance with regulatory requirements.Identifying scope improvements by initiating Lean/Six sigma practices to add efficiency in systems and processes.

Steer lead migration of applications hosted on-prem to cloud (AWS) setup to enable Digital transformation solution for Genpact’s partners and simplify overall IT landscape through global modernization initiatives.Upgrade of applications to latest tech stackMigrating to PaaS setup resulting on speed to marketCAPEX elimination of ~$250kComparative cost reduction of ~37 by analyzing real-time usage pattern and migrating to pay per use model.

IT Projects – Transitions and MigrationsPlan, execute and manage IT Infrastructure projects for key clients being serviced by Genpact. Project execution spanning requirements for Telephony, Dialer CTI integration, Network upgrades, End user Computing setup.Provide steerco updates to client stakeholders and senior management on actions requiring attention.IT Operations ManagementDeputed to Genpact Guatemala to streamline IT Operations setup for leading PLCC issuer bank in US.Deliver on high visibility management role with focus on infrastructure uptime and managing service delivery levels.Handling delivery, escalations and driving continuous improvement.Managed IT Operations of clients globally across UK, US, LATAM and APAC regions.Ensuring compliance to relevant standards – Eg – Internal and external audit certifications. Timely action to remediate gaps and address key risk areas.Adapted continuous monitoring of KPIs for IT uptime to identify recurring issues, identify root cause analysis and work support team for implementation of corrective and preventive actions through Problem Management framework.Drive initiatives for effective usage of IT Infrastructure to deliver maximum throughput for business processes.Conduct refresher courses to business associates on Compliance, Information Security and Data Security policies across business process units.

Operations Manger handling team of Collections experts for B2C Collections portfolio for leading PLCC issuer bank in US.Review and evaluate delinquent accounts for collection of outstanding debts.Strategize with Workforce management and Dialer team to create target list for achieving maximum contact rate.Setup testing team to design test scripts and perform manual application testing for custom enterprise application for leading PLCC issuer bank in US.Application Business Analyst – Conceptualizing and designing new functional modules, UX design, formulating test scripts for user acceptance and regression tests for custom enterprise application for leading PLCC issuer bank in US.