 Responsible for the delivery by 300 FTEs of GSC India and annual budget of 7.9 Million USD Planning, coordination, execution and control of various activities in reaching defined KPI’s Keep track of Risk, issues, SLA and ensure compliance towards set account specific Rule of Engagement Handle all areas of operations/delivery including incident, problem and change management as per ITIL framework. Handle complex second level escalation and provide support to Managers and other team members Focus on incident reduction activities and assist in creating of Service improvement program and ensuring Error Free service delivery Interact with Customer’s top level management as and when required. Identify challenging assignments and project and Execute them along with BAU Transition support including Knowledge transfer, provisioning and implementation of new accounts into the shared environment Managing Offshore / Onshore Delivery Management for technical deliverables of various projects; effectively addressing customers’ queries & escalations and resolving them as per the SLA.

Project Management:• Hiring of resources, On boarding, arranging Knowledge transfer• Analyzing and preparing risk registers, prepared Operation level agreement with different teams• Bill of Quantity and Head count estimations for new project• Tracking of billing of resources and managing cost to bill as per company guidelines• Foreseeing challenges and action plan to mitigate• Preparing SLA/WLA/OLA as per operation’s performance• Competence Improvement for vertical involving Training, assessments, feedback for more than 500+ employees.• IT project Implementation and extension involving budget >10 M rupees.Operation:• Managing operation as per SLA/WLA• Implementation of best practices in project for smooth operation of GNOC• Focus on automation and reduce manual efforts• Weekly governance meeting with client to present operational activities• Escalation Management and find ways to avoid repeat escalation• Driving quality audit with in team to improve delivery• Process compliance and setting guidelines• Incident management, Change Management, Event Management, Business continuity Management for operation• End to End Broadband, Access/Core/Ethernet/IP Network order testing and troubleshooting of circuits, delivery to customerPeople Management: • Competence development of team (Certification and training)• Setting up goals of employees• Organizing team meeting, reviewing performance of team and individuals• Conducting IPM discussion and guiding team members on their career growth• Coaching and motivation to team members• Organizing team eventsOperations Excellence:• Performance Monitoring: Utilization Tracking, Target setting, Performance Management.• Quality Monitoring - Driving Audits like CMMi, Six Sigma and ISMS

Provisioning, configuration and testing of T1, STS1, STS3C, OC12, OC48 and above optical bandwidthTesting using REACT test pad with Local Service Providers and other vendor making service ready before delivery.End to End provisioning, configuration, turn up and delivery of private lines, CDMA, EVDO and iDEN services (DS1/DS3 circuits).Tier II support for LEC to LEC or LEC to AAV Wire line / Wireless circuits.Co-ordination with different Stakeholders to resolve the issues

 Bandwidth/Circuit provisioning/configuration for International legs at STM-64/STM-16/STM-4/ STM-1 levels over ILD backbones End to End Testing and Troubleshooting of the circuits with Cable Stations Technicians and other vendors to resolve the issues. Alarm Monitoring, Fault Localization / Correction / Verification Liaises with Customer Care organizations regarding Network outages Service outage investigations and follow up Ensures planned outages are carried out/rolled back in maintenance window Acceptance Testing of the SDH Ring, Stability Testing for SDH equipment.