Co-ordinate between internal and external stakeholderReview and update business case on defined check pointsLead regular project governance calls/meeting with clients and internal stakeholdersReview and document learnings from previous projects and apply them in current project wherever applicableMaintain project documentation like up to date project plan, stakeholder sign-off, milestone completion reports, assurance sign-offs, Quality control reportsCirculate regular communication to stakeholder as agreed in project planManage project tolerances through exception management

Manage business relation with vendor manager through weekly/monthly reviewAttend weekly/monthly performance review with Site HeadManage and motivate Tech support departmentSet clear objectives, evaluate progress and instill a high-performance culture with focus on team work, service excellence and ownership for resolving customer issuesDevelop management skills & technical capability of team members through regular coaching & mentoringCascade business objectives and targets (KPIs) to team develop a culture continual improvementClose liaison with internal functions including HR, Admin, WFM, MIS & Talent acquisition teamPart of change management governance team for business & product updates

Maximize operational performance by driving defect free deliveryFind possibilities and introduce automation to reduce human interventionDesign and drive KRAs for engineers based on business DynamicsKeeping synergy between offshore and onshore teamsKeep the stakeholders updated by means of sync up calls and to discuss and evolve new processes to improve overall efficiency and quality of delivery

Maximize operational performance by virtue of excellent comprehension of critical performance drivers, underpinning core performance improvement and quality conceptsResponsible for yearly appraisals of the Team agents/SMEs/Team coachesManage employee/LOB/site/center performance in PMS Online System using Data Porting toolsLead, develop and motivate team member(s) by taking full responsibility for individual and team performance and their career aspiration goals

Team Leader [02-2007 to 09-2011] – HCL Technologies, ChennaiProcess Trainer [12-2006 to 02-2007] – HCL Technologies, Chennai, IndiaSME [02-2006 to 11-2006] – HCL Technologies, Chennai, India

Job Responsibility Inbound Technical Support for Microsoft Internal Employees.Handling All Networking, OS and Hardware Related Issues.Handled Issues related to Remote Installation Server (RIS).Handling VPN/RAS Related issues. Handling Smartcard related issues.Handling Active Directory related Issues.Bug Reporting for pre-released and released Microsoft software and packages like office 12.Was in Helpdesk Security Group for handling issues with the local MS Helpdesk floor Computers in HPTroubleshooting of internal applications used by Microsoft Employees, Partners and Vendors.

Job Responsibility Inbound technical support for Internal Accenture Employee and partnersHandled issues with Microsoft Office, OS and Network Related IssuesOn floor support and training for new hires in the Team.Hardware configuration related like installation of drivers for printers, Display and sound etc.

 Outbound Sales Calling for Credit Cards to US Customers