Robotic Process Automation - WinAuto - BluePrism - Power AutomateProject Metrics - Defining and managing Project SLA metrics per contract - Defining and Incorporating Agile KVI's (KPI's) measurements Project Financials - Project Revenue leakage control - Project Expense forecasting and planning - Network Infrastructure planningCorporate Audits - Have been part of multiple corporate ISO 9001 recertification audits from BVQI - CRM process - Audit readiness - DS&P audits - Internal and External

Manage delivery on key metrics for IBM's Global Technology Services teams. Incident/Event management for multiple customer infrastructures working globally(EMEA/AP/ANZ) across different sectors(Industrial, Finance, healthcare etc) and platforms(Wintel/Unix/AS 400/Mainframes). Implementation of several defect prevention and Process Improvement projects across service lines and implementation of lean in waves. Manage delivery on key metrics for IBM's remote infrastructure management team, managing multiple customer infrastructures working globally across different sectors and platforms and ensure coordination and service delivery.Oversee the Co-ordination of day to day operational service delivery. Be responsible for and take actions to ensure Infrastructure, bridge safety, security and tidiness, highlighting any out of line situations to Operations Management. Eliminated productivity wastes by using LEAN Leavers and Principles and achieve efficiency. Manage multiple waves and transform accounts into Lean based delivery model. Analyze the wastes in existing accounts, apply lean levers and drive Continual Improvement of Productivity and achieve efficiency. Implement IBMs USP of Defect Prevention Process across pools/Teams and improve process and achieve efficiency and productivity. Develop specific GDF Induction pack for new joinees. Participate in global assessment and reviews and cascade feedback for improvements to the Service line. Conduct audits on pools in preparation for Standardization Assessments. Present the health of the pools and the pools performance reviews to global leaders. The role also involves driving quality, productivity metrics for accounts that have undergone Lean Implementation. Extensive experience & expertise in Development & Documentation of Process Manual, Operations Manual, Transition Manual, Process Check Lists, Operations Reports & Analysis etc.

Strong competence in Setting Team Goals & Deadlines for timely implementation of Project/Process along with Performance Metrics Definition and Reporting Standards. Adept in Analysis & Study of Process Requirement, Adaptation, Speedy Transition, Training & Process Implementation. Proven proficiency in over-all functioning of Operations, Training, Administration, IT, Accounts, Inter-department Coordination & Customer Satisfaction. Established competence in Study on Attitude & Personality Changes in BPO / ITes sector, Designing Process based Training Programs and Conducting Training for large Teams. Versatile & Adaptable People Management & Leadership ability in training, tasking, delegation, attrition control, strategizing, planning and management of large teams. Cohesive Team Player with Fast Learning Curve along with analytical, problem solving, negotiation & convincing, communication, presentation & interpersonal skills• Manage a team of 30 – 35 TSEs with 2 Escalation Engineers • Manage Executive Escalations Team and handled Escalations as and when required• Manage effectively to achieve the revenue contribution to the forecasted volume• Achieve and maintain the SLAs and also the performance and production metrics as per the Statement Of Work (SOW)

• Participate in training activities to maintain technical knowledge and provide high degree of service to meet customer service goals.• Floor walks for the team and assist them with any technical clarifications.• Handling level 3 escalations.• Coach team on all the new concepts and clarify existing concepts.• Research on new issues and send updates to the team.• Participate in all client conferences and discuss new issues faced.• Weekly interaction with the clients on unresolved issues.• Using remote access tools to troubleshoot the issues • Manual Testing of product supported• Creating knowledge base article for issues along with the solutions/ suggestions tried and tested in the lab/public beta customers and forum/blogs

• Handled an 8-member team for managing escalated issues.• Assisted the new techs and helped them to move to the next level of troubleshooting expertise.• Weekly interaction with the clients on unresolved issues.• Using remote access tools to troubleshoot the issues related to Symantec products.

Provided technical support through email and chat for Symantec products, which includes worlds leading Anti-Virus, Firewall, Back up, and partitioning software's.