Driving Automation, Revenue Growth, Profitability, CSAT and Creating Referenceable Customers with Service Improvements yielding Cost SavingsHands on Tech Savvy Leadership with Coaching and Mentoring overall team of 80+ members. Tracks include Wintel, Linux, Storage & Backup, Data & Voice Network, Database & Big Data, Major Incident Management, NOC and End User Computing Control of Operations & Effective Delegation to 7 Direct Reportees which include 3 Architects, 3 Technical Managers and 1 Project ManagerSteering Weekly Service Review, Monthly Metrics Review and Quarterly Business Review with Customers and creating win-win situationManaging mini projects with a CR to assist customer in Migration from Win 7 to Win 10, On Prem Exchange to O 365. Vulnerability Management, SharePoint Sites Development, DR Test & PreparednessMore than 80 use cases delivered in last 16 months on AUTOMATION where cutting edge technologies are used like Python, Selenium, Node JS, React JS, Angular JS, Cognitive Chat Bots, Power Shell, Shell Script, Jenkins and RPA via Automation Anywhere

This is a very high level role within organization having responsibility for the delivery of Support and Managed Services. It has direct value chain linkage to Service Transition and Service Operations.In this role, my primary job scores around Resource Management, IT Governance, Business Risk Management, Relationship Management and Service Level ManagementWork Outputs expected -- Client Satisfaction, Service Level Adherence, Transition Management, Bridge between Region and Global Delivery Center, Solution Implementation, Escalation Management and Sales and Bid AssistanceStakeholder Engagement -- Major Incident Management, Client Delivery Excellence, Vendor Management, Client Visits, ORTs, CRPs and Co-ordinated Delivery from Region and Global Delivery Center.

Operations Management • Oversee all aspects of a service-oriented business. • Play a significant role in long-term planning, including an initiative geared towards operational excellence. • Improve the operational systems, processes and policies in line with organization's mission and vision -- specifically, support better management reporting, information flow and management, business process and organizational planning.Financial Management • Development of individual program budgets. • Oversee monthly and quarterly assessments and forecasts of reporting team’s financial performance against budget, financial and operational goals. • Managing contracts and reimbursement requests.Organizational Effectiveness • Manage different functions. • Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT, Finance) as well as coordination and communication between functions. • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. • Providing consulting services on matters related to datacentre, ITIL based framework, and business structure and growth.Organizational Leadership • Contribute to short and long-term organizational planning and strategy as a member of the management team.Risk Management • Serve as primary point of contact during planned maintenance activities, DR and BCP.

• Managed a large team which used to take care of 2 important tracks. Voice Infrastructure and WINTEL.• My team provided support on L1 role for Voice Infrastructure services and Wintel team provided support on L1, L2 and L3 roles.• Overall team comprised of more than 60 members. The team was largely based in Bangalore and Chennai. For BCP and DR purpose team was also present in The Netherlands.• Proper staffing to mitigate scheduled downtimes, planned outages & meet agreed Service Level Agreement.• Supervising Day to Day activities that are typical to Service Delivery.• Defining objectives and KPIs to team members as per the strategic decisions taken by the organization.• Driving Quality & transparency in Performance Management System.• Practicing Joy @ Work to keep the team rejuvenated.• Recommending deserving candidates to management for promotions, rewards and recognition to achieve the motivation and proper career plan.• Inducting new members to the team with proper induction channel and allocating him/her with appropriate mentor based on shifts and offs.• Conducting Interviews and participating in recruitment drives.• Implementing ITIL best practices in the team and encouraging team members to follow the same. Planning and organizing required technical trainings.

• Part of 25 member team which supported HP Desktops, Laptops for consumers and Servers for Businesses. • Providing solutions to end users on PC related issues and new products. Providing assistance to Organizations on new features launched, Server Maintenance and Data Backup. • Taking Escalations. • Providing JUST IN TIME support. • Point of Contact to the TSEs. • Quality Co-Ordination. • Creation & Maintenance of Reports. • Database Management of Analysis. • Creation & Maintenance of Shift Rosters. • Maintenance of Attendance Tracker.