 Led IT Voice Service Delivery by spearheading specialists and vendors, maintained availability and reliability of voice systems  Managed multi-million dollars’ transition & transformation infrastructure projects, ramp-ups and strategic changes Managed multiple digital transformation and automation projects simultaneously in an extremely fast paced environment  Enhanced customer service experience by improved system stability via setting up ITIL processes for system changes &… Show more  Led IT Voice Service Delivery by spearheading specialists and vendors, maintained availability and reliability of voice systems  Managed multi-million dollars’ transition & transformation infrastructure projects, ramp-ups and strategic changes Managed multiple digital transformation and automation projects simultaneously in an extremely fast paced environment  Enhanced customer service experience by improved system stability via setting up ITIL processes for system changes & maintenance Show less

• Responsible for managing availability & service delivery of Voice Infrastructure for contact centers and corporate staff.• Managing inbound & outbound call centers operations as per the ITIL framework.• Lead in-house voice and vendor team to ensure availability of voice services for main sites and branch offices across Australia & New Zealand.• Played SME role for Call Recording & WorkForce Management upgrades to sustain business growth and forthcoming business strategy for the… Show more • Responsible for managing availability & service delivery of Voice Infrastructure for contact centers and corporate staff.• Managing inbound & outbound call centers operations as per the ITIL framework.• Lead in-house voice and vendor team to ensure availability of voice services for main sites and branch offices across Australia & New Zealand.• Played SME role for Call Recording & WorkForce Management upgrades to sustain business growth and forthcoming business strategy for the organization• Conduct scorecard review meetings with vendors for effective vendor management & enhanced Operational efficiency. • Overall improvement in SLA adherence from 95% to 97.5%• Identified and released capacity of idle resources and saved revenue by 4 – 5• Successfully led Voice stream separation for Latitude from parent company GE • Accountable for managing voice operations & vendor contracts within given annual budgets. Show less

• Spearheading Work Place Services (WPS) and associated IT Infrastructure and accountable for Operations and Service Delivery for accounts spread across North India.• Managing Software Management Services and Desktop Managed Services as per the ITIL framework.• Lead teams for vendor management and asset management• Project Management for on-going multiple projects at the client site to sustain business growth, and planning for forthcoming business to the organization.•… Show more • Spearheading Work Place Services (WPS) and associated IT Infrastructure and accountable for Operations and Service Delivery for accounts spread across North India.• Managing Software Management Services and Desktop Managed Services as per the ITIL framework.• Lead teams for vendor management and asset management• Project Management for on-going multiple projects at the client site to sustain business growth, and planning for forthcoming business to the organization.• Participation on technical solutions and design while answering clients’ RFPs.• Partner management via periodic reviews, monthly updates, tracker for meeting the specified SLA’s for enhancing the Operational efficiency Show less

• Managing End User Services IT Infrastructure and accountable for Operations and Service Delivery for branches spread across India.• Managing Service-Desk Operations as per the ITIL framework.• Project Management to sustain business growth, technology change and forthcoming business to the organization.• Converting business requirements to IT Solutions, discussion for technical solutions, floating RFPs, evaluation of RFP responses and get project completed post finalization of… Show more • Managing End User Services IT Infrastructure and accountable for Operations and Service Delivery for branches spread across India.• Managing Service-Desk Operations as per the ITIL framework.• Project Management to sustain business growth, technology change and forthcoming business to the organization.• Converting business requirements to IT Solutions, discussion for technical solutions, floating RFPs, evaluation of RFP responses and get project completed post finalization of partner.• Vendor management via periodic reviews, monthly updates, tracker for meeting the specified SLA’s for enhancing the Operational efficiency• Responsible to maintain Infrastructure uptimes as per the SLA defined to the business, whereby presenting uptime statistics on monthly to Senior Leadership• Provisioning of costing/budgeting sheet for allocation of OpEx to new projects and improvements in existing operations, managing invoices and payments.• Work with global teams for the rollout of the corporate infrastructure initiatives• Performance reviews and mentoring of Infrastructure teams• Leading Infrastructure projects along with new initiatives. Includes requirements gathering, designing, getting all budgetary/financial approvals, implementing the solution. Show less

• Managing IT Operations by heading multiple technical teams and different IT products to meet business requirements. Project Management for infrastructure changes/ new setup and ramp-ups. Responsible for strong and transparent communication with business leaders and clients.• In command for sizing, designing, costing, vendor negotiation for SLA & costs, implementation of the solution within project timelines and budgets.• Responsible for providing solution for day-to-day business… Show more • Managing IT Operations by heading multiple technical teams and different IT products to meet business requirements. Project Management for infrastructure changes/ new setup and ramp-ups. Responsible for strong and transparent communication with business leaders and clients.• In command for sizing, designing, costing, vendor negotiation for SLA & costs, implementation of the solution within project timelines and budgets.• Responsible for providing solution for day-to-day business needs, coordination with vendor for any production issues, incident, problem and change management, upgrades or capacity enhancement Show less

• Planning for Infrastructure projects & initiatives, deployment of new tools and technologies. Vendor management and team coordination.• Responsible for planning, designing and implementation of cost-effective infrastructure based solutions for faster business growth

 Implemented Aspect products Ensemble 3.x, EnsemblePro 5.x and integration with different PBXs, MUXs and Voice Loggers, was also responsible for post installation technical support & product upgrades Designed and developed applications for various Inbound/Outbound processes as per client requirement Administered and managed Predictive Dialler. Responsible for maintenance, patches up-gradation for servers & dialler Worked as Single Point of Contact for different sites and… Show more  Implemented Aspect products Ensemble 3.x, EnsemblePro 5.x and integration with different PBXs, MUXs and Voice Loggers, was also responsible for post installation technical support & product upgrades Designed and developed applications for various Inbound/Outbound processes as per client requirement Administered and managed Predictive Dialler. Responsible for maintenance, patches up-gradation for servers & dialler Worked as Single Point of Contact for different sites and customers Show less

 Administered and managed Predictive Dialler Ensemble 3.1 Designed and developed customised reports using Designer Pro and Report Library Designed and developed user screens (CRM) for users using Visual Basic 6, SQL Server and Lyricall Coordinated with vendor for dialer support and troubleshooting for technical issues Worked as a support engineer for network, server or system related issues

• Application design and development for various projects as per client requirements. Did projects for canteen billing, diagnostic center & blood bank and payroll system.