As a Senior Technical Lead, I am dedicated to cultivating robust and mutually advantageous partnerships with clients. My role involves serving as the main point of contact between clients, the Solutions team, program and account management, facilitating seamless collaboration for new business expansion, change and incident management, project execution, and service request delivery. Within Google, I lead the management and expansion efforts of a 184-member team situated across three locations – India, Philippines, and the US – overseeing operations for two Lines of Business: Google Enterprise Network and Google Fiber- Client Satisfaction: Elevated client satisfaction scores by 25% through enhanced communication channels, proactive incident management, and regular client feedback sessions.- Managing P&L: Implemented cost-saving measures leading to a 10% reduction in NOC operational expenses while maintaining service quality, positively impacting the bottom line.- Business Growth: Spearheaded initiatives that contributed to more than 300% growth in business revenue through expanded service offerings and increased client engagement.- Automation: Implemented automated workflows, reducing manual intervention by 25%, improving efficiency, and decreasing the mean time to resolution (MTTR).

- Deploying the Business from Scratch in HYD: Established a fully functional NOC in Hyderabad within four months, meeting all operational requirements and ensuring seamless integration with the existing global Team.- Creating Processes and Stitching with Other Teams: Developed and implemented standardized processes, resulting in a 20% improvement in incident resolution time and 15% reduction in escalations through improved collaboration with cross-functional teams.- Training: Executed a comprehensive training program, boosting team proficiency by 30% in network monitoring tools and incident response procedures.- Operational Excellence: Achieved 99.98% MTTR (Resolution) consistently for six consecutive months, showcasing operational excellence and reliability in network services.- Compliance: Ensured 100% compliance with industry regulations and internal policies, passing all audits with zero non-compliance issues.

- Managed 150+ Mid-Market Customers overseeing 10,000+ network devices, ensuring end-to-end connectivity, circuit troubleshooting, and proficient Incident/Problem management. - Executed configuration changes and deployed new routers while conducting Fault management with service providers. - Diligently handled ticketing, maintenance, and change control. - Proactively notified customers of service-impacting events, employed network management software, and engaged in troubleshooting of routers, firewalls, and switches. - Effectively escalated and communicated with customers/field engineers through calls and emails. - Maintained a comprehensive database for AT&T IT’s equipment and IP addresses, adhering to the General Problem-solving Model for meticulous issue resolution

Part of a network support team that handles 30,000+ network devices for 180 enterprise customers worldwide. Maintain end-to-end connection, circuit trouble shooting, incident and problem management, open and close trouble, maintenance, and change control tickets, notify customers of service impacting events, utilize network management software, open carrier/vendor tickets, escalate issues, interact with customers/field engineers, maintain database, detail trouble and network issues before escalating to other groups, and follow the General Problem-solving Model.

Ensure desktop computers interconnect with diverse systems, work with procurement staff to purchase hardware and software, assess functional needs, order computer supplies, maintain telephone system, and other duties as required.