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I currently lead the Bridge Shared Operations Center (BSOC) and Siemens Bridge Operations at Atos, overseeing IT operations across 15 countries with a team of 1,050+ professionals. My role focuses on driving operational excellence, strategic leadership, and fostering a culture of innovation and continuous improvement.Leadership & Strategy:Develop and execute strategic plans that align IT operations with business objectives.Lead and mentor a global IT team, ensuring high performance and career development.Collaborate with executives to define IT strategies that support business growth and innovation.Manage IT budgets and resources to optimize ROI and ensure cost-effectiveness.Operational Excellence:Oversee the global IT infrastructure, ensuring reliability, scalability, and security.Implement best practices, processes, and tools to optimize operational efficiency.Drive continuous improvement initiatives to enhance service delivery, reduce costs, and mitigate risks.Stakeholder Engagement:Build and maintain strong relationships with key stakeholders across the organization.Communicate IT initiatives, priorities, and achievements to executive leadership and business units.Collaborate with cross-functional teams to deliver integrated solutions that meet business needs.Change Management:Lead organizational change initiatives related to technology adoption and process improvements.Engage employees at all levels to foster a culture of innovation, collaboration, and learning.Address resistance to change and overcome adoption barriers through effective communication.Key Achievements:Established KPIs and performance metrics to measure the efficiency and effectiveness of IT operations.

As a key member of the Senior Leadership Team, I help establish strategic direction, develop and execute plans, and provide IT operational support while managing multiple customers and various suppliers. I head operations for 12 accounts across diverse industries, leading a team of 15 operations managers responsible for overseeing 250+ service delivery consultants dedicated to achieving service excellence.Key Responsibilities:Manage service issues and act as a point of escalation for operational challenges, ensuring corrective actions are implemented to prevent recurring problems.Oversee a wide range of administrator-level tasks and all aspects of daily operations to ensure smooth functioning across accounts.Develop strategic plans and play an active role in major operational decisions, driving growth and development efforts.Ensure SLA/KPI compliance while implementing continuous service improvement plans to enhance service delivery.Contribute to Atos Bridge monitoring solutions and pre-sales activities, including guiding the Ticket Reduction Program for GDC offshore projects.Team Development & Mentorship:Train and mentor teams on Bridge best practices to support daily operations effectively and foster a culture of continuous improvement.

Responsible for managing the service delivery for various Bridge accounts across multiple industries, ensuring the successful execution of operational deliverables. My role involves collaborating with RBU counterparts and end customers for monthly service reviews and driving additional business for existing projects.Key Responsibilities & Achievements:Service Delivery Management: Lead and manage multiple teams from different domains, ensuring seamless operations while reporting to Bridge. Provide strategic inputs to practice leads for skill development.Stakeholder Engagement: Interact with RBU counterparts and end customers to conduct service reviews, identify opportunities for business expansion, and address customer escalations effectively.Operational Excellence: Drive continuous improvement initiatives, collaborating with Core IT, Infrastructure, Application, and AST teams to ensure SLA adherence and process compliance.Incident & Escalation Management: Guide teams through major incidents, ensuring lead recovery through multiple streams and proactive incident management.Innovation & Automation: Identify automation and RPA opportunities across projects to enhance efficiency and reduce costs. Support for Solutioning & Pre-sales: Contribute to Bridge solutioning and pre-sales activities, ensuring alignment with customer needs and operational requirements.Training & Mentorship: Mentor teams and new managers on Bridge best practices to support daily operations effectively and foster a culture of continuous improvement.New Project Transition: Lead the transition of new R&S Industry-NAO to Bridge projects as Head of Operations, ensuring smooth integration and operational success.Budget & Financial Management: Accountable for budget management, savings, and forecasting, along with tracking and reporting on PEP, efficiency, offshore, and WU targets across all teams.

Managed service delivery for Europe-based clients across diverse industries, including Finance, Energy, Manufacturing, Logistics, and Telecom. In this role, I was responsible for establishing and overseeing Service Management processes such as Incident, Problem, Change, Configuration, and Service Level Management, ensuring seamless operations and alignment with customer needs.Key Responsibilities & Achievements:Service Management Leadership: Led the Service Management team responsible for Incident, Problem, Change, and Configuration management processes, ensuring smooth execution and compliance with established standards.End-to-End Service Delivery: Accountable for the overall service delivery, ensuring high-quality and timely execution of all processes across the team.Process Development & Maintenance: Defined and maintained process standards, ensuring adherence to ITIL best practices, including IT Service Continuity Management.Escalation Management: Handled user escalations for incidents, led major incident recovery efforts, and ensured timely resolution through multiple streams.Cross-Team Collaboration: Coordinated with teams across Core IT, Network, Servers, Databases, Applications, third parties, and Atos Management to ensure SLA compliance and process efficiency.Communication & Reporting: Led both technical and management conference bridges, providing timely updates during major outages and planned maintenance. Communicated with Business & IT Leadership on critical issues.Performance Improvement: Reviewed Incident and Problem Management reports, identified action plans for performance improvement, and prepared monthly project reports, invoices, shift rosters, and improvement plans.Key Skills:Expertise in ITIL Service Delivery and IT Service Continuity ManagementStrong leadership, interpersonal, communication, and organizational skillsAbility to develop and manage technical support objectives aligned with organizational goals

Worked as an Escalation Manager for customer: Gemalto, a leader in digital security solutions, providing secure personal devices such as smart cards, SIMs, e-passports, and tokens. In this customer-facing role, I was responsible for managing and resolving major incidents, ensuring timely resolutions through effective coordination and adherence to the escalation matrix.Key Responsibilities & Achievements:Escalation Management: Handled Priority 1 incidents, ensuring rapid resolution within agreed SLAs and maintaining high customer satisfaction.Cross-Team Coordination: Collaborated with Core IT, Network, Servers, Databases, Applications, third parties, and Atos Management to ensure SLA compliance and process efficiency.Quality Assurance: Monitored and maintained the quality of tickets handled by delivery teams, ensuring adherence to best practices and processes.Change Management: Managed change requests (RFCs), assigned changes to respective teams, participated in CAB, and coordinated the change implementation process.Trend Analysis & Problem Management: Conducted trend analysis on reported incidents, identified infrastructure problems, created problem tickets, and followed up with delivery teams for Root Cause Analysis (RCA).Reporting & Communication: Prepared monthly reports on resource utilization, SLA achievements, and service improvements, presenting findings to the customer.Service Review & Process Improvement: Chaired and attended weekly/monthly service review meetings with the client, addressing service issues and identifying improvement opportunities.Team Leadership: Led a team of 24 members, managing their shifts and overseeing their roles in Incident, Problem, Change, and Configuration Management.

Provided middleware technical and interface management support for BizTalk Server 2006 R2 and 2004 for clients ABX-DSV Logistics and Britvic Soft Drinks. Additionally, I managed production line support and maintenance for AMTrix/Mercator servers for the Philips client. These servers facilitated the Electronic Data Interchange (EDI) process, transforming and brokering electronic messages between clients and their customers.Key Responsibilities & Achievements:System & Service Availability: Ensured 100% system and service availability for the central solution, providing 24/7 monitoring of message exchanges.Performance & Scalability: Responsible for the performance, availability, and scalability of applications, maintaining functional interfaces to the application infrastructure.BizTalk Server Management: Installed, configured, and managed BizTalk servers, including monitoring activities, starting/stopping services, and managing send/receive ports, hosts, and host instances.High Availability & Data Security: Set up high-availability BizTalk server environments and managed access control and data security.Incident & Change Management: Managed incidents, prioritized issues, and resolved errors in production systems. Handled customer change and query requests, ensuring timely resolution.EDI Monitoring & Maintenance: Monitored EDI messages to ensure error-free transmission and maintained the AMTrix and Mercator production servers, overseeing system queues and messaging.Client Interaction: Worked closely with clients to understand requirements and resolve project-level issues efficiently.

At CMS Info Systems, we play a pivotal role in driving financial inclusion by providing access to formal banking services and enabling seamless physical payments across India. As a leading business services company, CMS connects banks, businesses, retail merchants, and consumers through secure, convenient commerce solutions. With over 25,000 employees and a presence across 97% of Indian districts, we are a market leader in Cash Logistics, ATM Software Solutions, and AIoT Remote Monitoring in the banking sector.Key Responsibilities & Achievements:System Administration & Application Support: Administered Windows 2000 Advanced Server and IIS, ensuring 100% uptime for live production servers at the ICICI Data Center.Performance Monitoring & Fine-Tuning: Focused on the monitoring and performance optimization of applications to ensure smooth operations.Database & Application Support: Provided first-level support for Microsoft SQL Databases, Siebel Call Center 7 eCRM, MS BizTalk 2002 Server, and Microsoft Operations Manager Server.Escalation Management: Managed escalations and worked closely with Microsoft Consultancy Services and Siebel Systems to resolve complex issues and ensure timely issue resolution.

Galaxy, one of India’s largest IT infrastructure solution providers, offers cutting-edge solutions in Data Centers, Cloud, Networking, Cyber Security, and Modern Workplaces. With a vast experience across industries like BFSI, Auto, Manufacturing, Pharma, FMCG, IT/ITeS, Telecom, and Ed-Tech, we are committed to delivering transformational IT solutions through continuous upgrades and investments in solutions, skills, and executing complex projects.Key Responsibilities & Achievements:System Administration: Performed System Administrator roles for key clients, including Reserve Bank of India, Tata ISP, RPG Cables, and INDICO, providing 1st and 2nd line support.Technical Leadership: Acted as the technical lead, identifying and implementing solutions to resolve issues affecting IT services.Technical Expertise: Developed a strong technical foundation as a system and network administrator, handling the installation and troubleshooting of Windows servers, workstations, networks, applications, and Exchange servers.Client Support & Troubleshooting: Delivered comprehensive support for system and network issues, ensuring continuous, efficient service delivery.