• Leading a team of AWS Support Engineers. Recognizing inefficiency and driving processimprovement to enhance the productivity of all Amazonian's.• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact andresolution Service Level Agreements (SLA).• Coordinating a variety of projects in an operational environment.• Working with engineering teams to plan for the support of new tools and services andimproving the level of support provided for existing ones.• Developing and maintaining policies, procedures, and processes.• Hiring, developing, and retaining great talent.• Reducing contacts through process improvement and root cause analysis.• Responding to inquiries, escalations, and establishing partnerships with key customers andservice owners.

➢ Managing a team of 30+ team members - FTE & FTC➢ Involved in Transition/setup of multiple accounts by coordinating between various teams.➢ Handled and worked on several Operation Metrics & Quality Metrics➢ Transition Lead - Training, Operational documentation, staffing levels, KPI development, and Chat/Email script design, Incident, Change and Problem Management.➢ Managed and monitored results of team to ensure KPI and SLA's are met.➢ Managing client escalations and Operations review on Weekly/Monthly basis.➢ Assisting in Hiring and other recruitment drives for the accounts assigned.➢ Guiding the team members and coaching them for a successful career path.➢ Process Improvement activities and implementation of the same ensuring Client Satisfaction➢ Ensure work coverage and deliver Client Service Level Agreements by handling tickets/requests/emails on a day to day basis as needed. Vendor and stakeholder management (internal and external).➢ Successfully handled Multiple Projects implementing Lean, Six Sigma and Kaizen.➢ Handled and worked on several process for Process improvement by using the tool (RCA, Minitab, CRM tools. – ITSM, Remedy, ServiceNow, Yammer)➢ Coordinated ongoing team projects and resolved system, process and participant issues with cross functional team members.➢ Created client specific Standard Operating Procedures to document processes and become more efficient – Knowledge Management

➢ Coordinate, communicate and implement incident resolutions from support groups, vendor andend users defined by Incident Management➢ Responsible for a team of 20 to 25 L1, L2 or support role analysts during shift coverage➢ Identified as the single point of contact during different shifts required in the delivery model➢ Responsible to prioritize the metrics and meet operational goals assigned at process level➢ Audits faced and prepare the entire delivery.➢ Responsible for process adherence of all team members.➢ Analyzes Data and is responsible for highlighting gaps, recommends solutions and drives andinfluences decisions.Competencies include:Service Delivery Operations ManagementTeam Management Quality ManagementProcess Improvement Inventory ManagementKnowledge & Transition Technical Training ➢ Responsible for KPI management, Knowledge management, Problem management and Changemanagement.➢ Ensure that all our staff understand the policies in the Quality Management System and how it isimplemented and maintained.➢ Ensure work coverage and deliver Client Service Level Agreements by handlingcall/tickets/requests/emails on a day to day basis as needed.➢ Responsible in highlighting any operational gaps and opportunities through root cause analysiswhich can be used for service improvements.➢ Facilitator of Knowledge Transfer and change management for both process and technicalupdates.➢ Deliver world class customer service by being responsive to clients’ needs utilizing the principlesof CE&Q (Customer Excellence and Quality)➢ Responsible for Problem Management (root-cause-analysis, problem solving, trending andrecommendations for permanent fixes)➢ Identify, analyze problems and suggest improvements identified in their own area ofresponsibility and implementing those with a recognized business benefit.

➢ Worked on Knowledge Collection and best practices implementation➢ Documenting Standard Operating Procedures and Service Delivery Model➢ Knowledge Transfer through regular Conference Calls and updating the team with the same➢ Providing floor support and mentoring first line engineers.➢ Imparting classroom training to the new joiners and existing agents with technical and processrelated subjects➢ Working with Knowledge Management Analyst for KB article creation and periodic reviews.➢ Reporting the metrics month on month to the Leaders➢ Worked with Quality Assurance and Clients to meet the quality standards➢ Performing daily/weekly/monthly process audits through various tools like call qualitymonitoring, process checks and related data analysis➢ Analysis of 1st level data RCA findings and assist implementation of short term and long termimprovement plans

➢ Handling technical issues raised by end users via calls/emails (follow ups) as per ITIL guidelines➢ Troubleshooting on OS, Outlook issues, Server and Citrix interface.➢ Modifying permission levels for users and managing Distribution Lists through Windows Active Directory service.➢ Complete Setup of the MAC Laptops and manage critical issues which require more information/support on.➢ Documentation of updates and creation of new articles in Knowledge Base.➢ RCA of tickets and providing inputs to ILC and Quality team for improvement areas.➢ Classroom Training of fellow mates and new resources in MAC troubleshooting steps and updates.➢ Promptly resolving Client Escalations, getting in touch with the resolver groups, managing emergency Account terminations and RTOP Calls➢ End to end Backup – SME role during the weekends, managing the team and SL‘s.