Leading the global Vendor operations for GCP Technical Support service delivery. Responsible for quality of service across multiple line of service offers including GCP Premium, Enhanced and Standard support, 1 to Many support and all M&A’s.

Led the Business Operations for APJC, supporting CX Center sites in India, Australia, Greater China and Japan for Support Services (TAC), Professional Services, Cisco Managed Services and Customer Success Specialists Functions. Responsible to drive Business Strategy & Planning, Business Efficiency, Data Insights & Analytics and Strategic Program Management across all the Delivery Functions and sites.

Manage product lifecycle with a focus on CX Centre Delivery Readiness and Field Escalations pertainingto Product Quality Issues and drive issues to resolution. Responsible for Cisco Field Notices and ProductUpgrades Program. Drive global strategic initiatives with a focus on workflow digitization and automations to improve adoption and support for customers.

Manage product lifecycle with a focus on CX Centre Delivery Readiness and Field Escalations pertainingto Product Quality Issues and drive issues to resolution. Responsible for Cisco Field Notices and ProductUpgrades Program.

Managed two organizations of Service Readiness Engineers and Business Operations Managers, supporting the Technical Services organization. The Business Operations team was focussed on capacity planning, data analytics and metric management for Global TAC and the SRE team managed the NPI Readiness for TAC, Service Logistics and Services Product Marketing along with owning the Cisco Field Notice and Product Upgrade Management.

Managed the team of Business Operations Managers based out or US, Mexico and India, supporting operations for the Emerging Market Theater. Responsible for creating and managing MBO's for the organization leads, drive strategic initiatives, provide data and analytics for Technical Support and Logistics Operations, drive Process Improvements using Six Sigma methodologies.

• Pre-Sales (Responses to Request For Proposal’s)o Create Operating Model for new businesso Engage with BD, Finance team and propose an optimum Support Structureo Capacity Planning and Staffing Plano Identify and propose Workflow Tool based on Client requirement• Transitiono Engage with the Leadership team from the Customer site, negotiate the proposed Solutiono Visit Customers and work with teams on Due Diligence and onsite Knowledge Transfero Designing Workflow Tool on ITIL framework to meet the Customer Requirements as per the SOWo Process Mapping – L1 through L4o Profiling people for the Businesso Ensure meeting Transition timelineso Handholding Delivery during the Guided Support and post Go-Live period• Operations – Business as Usualo Review Business Metrics and identify improvement opportunitieso Managing Client expectations and ensure Delivery team meets the Service Levels in the contractual agreemento Process Standardization across the Service Desks for different Clienteleo Institutionalize centralized Command Center and MIS teamo Drive Process Improvements using Six Sigma methodologieso Review and drive business profitability

Service Delivery ManagerProject Manager