As Business Continuity and Crisis Management leader my role is customer retention, Revenue growth, Client Delivery and customer Success.Leading Resiliency Services in India, which includes DRaaS, Shared DR Services, RO Implementation Services, RO Managed Services across the clients. Ensured revenue growth is cultivated and creating pipeline, Enabling new signing business case's are approved and implemented from India delivery center.• Managing DR Service Line and defining overall disaster process.• Direct interaction with Client senior leadership and bridging the gap with Kyndryl Executives about the program health. • Managing regular DR exercises and validate Disaster Recovery Plan.• Managing automation to enhance Disaster Recovery process. • Managing and governing the Disaster Recovery Plan and ensuring project is aligned with business need’s.• Governing and Facilitating Disaster Recovery meeting with client leadership and ensuring contractual are met.• Defining the Disaster Recovery procedures along with escalation path.• Own the compliance and ensuring program is Audit ready from document perspective.

As Sr-Operation Manager was managing Siemens resiliency services along with cloud and on-prem infrastructure platform spread across Siemens and its outsource infrastructure partners.Lead the development of a comprehensive business continuity strategy, plans and toolsets that support response and enable recovery from events that disrupt business operations. Managed all business continuity life cycle activities, including risk assessment, business impact analysis, strategy development, implementation, testing and review, plan maintenance and updates.Lead periodic review including validation and workflow testing and document business continuity plans. Develops and implements organization-wide training and communications. Participation in Audits and ensuring project compliance are met and followed as per regulations.

Responsible for enabling the delivery of seamless solutions through cross-squad integration within a global service team. Act as a focal between global account leadership and Delivery Service Managers leading the delivery squads to ensure an integrated solution is delivered to the client. Maintain a working level understanding of the scope of each service area. Working across the squads delivering account/client to identify opportunities to provide improved services in a cost-efficient manner including driving continual squad evolution to improve integration and reduce handoffs. Promote and implement Kyndryl standards and best practice as the foundation of integrated services for the client.• Have handled multiple teams as a part of the project handled, including Customer Support, Monitoring, Risk and compliance, Platform team.• Have develop the service monitoring framework, KPIs, dashboards and drive execution through metrics-driven operations.• Have delivered continuous improvement by employee engagement leveraging process improvements and automation.• Have been able to deliver services to customer with high performance and customer retention.• Have been customer advocate for my client and ensure that the customer's voice is heard across organization at various forum.• Have been collaborating with Support leaders, offering team and Engineering leaders to scale the overall organization.• Manage & lead the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction.• Continually evaluate the workforce to ensure we have the right skills, capacity, and quality to deliver world-class support to our players• Connecting with other Account manager’s, Program Managers, Service Desk Managers, Product Owners, external Vendor’s, and Key Stakeholders to understand the issue, conduct root cause analysis, and implement preventative measures for the future issues.

• Responsible and Accountable to manage and provide support for overall Project delivery.• Planning and solutioning new project.• SLA and KPI measurement and discussion.• SLA Negotiation and Cost reduction.• Functionally manage team’s supporting infrastructure services and providing direction to team.• Client communication and Stakeholder management.• Automation, Cost reduction, Resource availability/planning. • Build mechanisms to proactively monitor the health of the overall delivery. (Help Desk monitoring, Reporting and communication mechanism).• Point of contact for the customer for any escalation, update and Reviews.• Partnering with internal Automation team and creating automation opportunities.• Identified Vulnerabilities in agreed Services (potential risky SLA’s) and avoided re occurrence.• Review and update Account Documents followed by discussion and approval. • Managed relationship with development and Infrastructure teams and partnered closely with internal LOBs• Identify performance issues in critical systems and initiating proactive steps to reduce downtime.• Reviewing daily or weekly Operations issue/Cadence (SLA, OLA & KPI), team building & managing leadership expectation.• Facilitated Service Delivery Reviews/Incident Management Reviews between the business and IT suppliers to determine the root cause followed by looking for automation opportunity.• Supporting ITIL standard best practices and contributing continuous improvement.

Operational Excellence Certified from Accenture and ITIL V3 Certified Professional.Developed multiple projects to Reduce operational cost, Project Streamlining.Competent liaison between management, clients and personnel.Expert in Information systems technology, Project planning, System analysis and Troubleshooting, Quality control, Forecasting, planning and Result tracking.Helping the senior management and stakeholders in defining project scope,Deliverable that support business goals.Reviewing feedback from project stakeholders on an ongoing basis and resolving issues and conflicts within the project team.Deep understanding about SLA tracking, performance on a day to day basic and assisting Operations team in meeting the deadline.Providing Solution's client issues, trends, and recommended.

Functional Lead and People Manager.Experience in Operation Management, Customer Service, Outsourcing Consultant, Transition, SLA Negotiation, Performance Management and implementation of process improvement methodologies.Have been part of project Transformation/ Transition, Planning, Analyzing and improvements required (to increase Client Satisfaction) in different stages of project and other back office operations.Develop and Publish monthly and quarterly Updates, Newsletters, Achievements and Action Plans.Responsible for Team performance, Attrition, Daily and monthly SLA target.

Investigating Credit card Frauds and suggesting preventive solutions.