• Managing a 24/7 Network Operations Centre for 7-Eleven & CVS Pharmacy Retail stores across USA and Canada with a team size of 51 Dedicated resource.• Maintaining the Head Count and reducing attrition for the team (WFM).• Annual Performance Review Discussions conducted with Associates.• Conduct monthly one on one and provide feedback to the associates.• Providing advice and assistance to senior management or leadership in planning and evaluation to existing operations, systems, and procedures.• Participating in monthly business review with internal leadership along with quarterly business reviews with clients/customer.• Attending and scheduling daily, weekly, and monthly meetings with internal team/ customers to review any operational concerns or developments.• Supervising and work with the Team Lead to manage the client coverage, providing technical supervision for associates.• Collaborating with Incident Manger, Problem Manager and Change Manager to ensure There is a continual improvement in day-to-day support.• Steering NEW PROJECTS and working with Implementation/Install Team to ensure smooth transition of on-boarding new stores or conversions.• Resolving problems & issues within set timelines, thereby developing KB.• Determining and communicating escalation/resolution across service lines and IT leadership as appropriate.• Reviewing and recommending changes to IT Leadership Team and supporting processes to ensure a continuous improvement.• Devising & implementing IT strategies and business plans in line with the company’s business plans, creating and implementing policies and procedures for all IT platforms.• Defining service standards and guidelines, governance structure, best practices that serve as benchmark for excellent service delivery.• Ensuring that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with resource planners.