• Setup Request Fulfillment & Access Management Process within Ericsson IT• Ensure suppliers work as per process and measure them through KPIs and SLOs• Implement methods and tools to visualise fact based data of IT Process• Quality management system for Operational control• Alignment of process with different business units of Ericsson

• Received “Power Award” for improving GTEC LLT and LTA achievements • To ensure that the required value (quality, speed and flexibility) for services are provided in the most cost effective way possible to the business. • Ensure that the GTEC services are planned and delivered in a cost efficient manner and in line with the defined processes and workflows. • Capex forest approval for 56 MSEK.• Handle requests that potentially involves multiple products/solutions and requests for products/solutions that do not have a GTEC appointment. • Generate and act on monthly GTEC KPI reports & Survey the users of GTEC services on regular intervals. • Receive and handle escalations related to Service Requests following the Escalation Procedure.

• Handling critical domains of IT operational process & IT security for Avaya• Develop and maintain customer focused IT operational & security processes• Working with respective customer focused process managers to enhance processes and to achieve process KPIs• Supervising IT security team for security analysis, audit and event management of all critical systems for vulnerability assessment & recommendation of appropriate solutions• Manages independent reviews & internal audits of operations to ensure the effectiveness and efficiency of internal controls, integrity of financial information, and compliance with laws & regulations, policies & procedures• Identifies opportunities and makes recommendations based on conclusions of completed audits including conducting exit conferences with senior management• Assists in Annual Risk Assessment for the purpose of developing the Annual Audit Plan to ensure effective, risk-based deployment of resources• Develops and conducts departmental process training

• Bagged appreciations for the “Best Call Response” in 2006• Acted as a part of network operations centre of fortune 57 clients of HCL Comnet• Extensively worked on:o Various technologies like routing protocols, switching, VPN Solutions With different platformso Different tools like TRS, ODIE, Matrix, FMS, Focus, Spectrum One Click, Sprint In Touch, Voyence, HAWK & React• Deftly liaised and followed up with the third party vendors and customers across the globe