+ Service Delivery Manager for global IT production support for a premium client+ Manage SLA, Audit, Stakeholder meetings, Business meetings..etc as per contract deliverables+ Lead production support for onsite and offsite delivery teams

Key Result Areas:✔ APAC Application Support Lead for multiple applications from Client Services Management perspective✔ Site Production Support Lead for Infrastructure and End User Support to deliver Service Management and Senior Management projects ✔ Additional responsibilities include Manager On Duty, Command Center, Business Continuity and Disaster Recovery SPOC, Project Management as part of 24x7 follow the sun model✔ Adherence to global service level guidelines including Incident, Change, Problem and Knowledge Management based onoptimized cost global service delivery model for diverse Business lines and multiple managed services teams, includingtheir training requirements✔ Vendor service review meetings including performance, service improvements, quality and processes✔ Approve Changes for production implementation without impacting the delivery of services by reviewing global and localChanges with key stakeholders✔ Establishing quality relations with key Senior Management stakeholders (D & MD) including feedback, review open items - Business, CIO, infrastructure, interface teams, SAM, preparing monthly stability pack for Senior APAC Managementand coordinating for audit/compliance/regulatory reviews✔ Tracking trends and hot spots to provide timely and relevant advice to Senior IT Service Management for addressing issues✔ Collaborating with Global Incident Management team to engage high priority incidents, faster restoration of services and upgrade or downgrade incidents✔ Develop best practices for Continuous Service Improvement and post Senior IT Service Management approval to include itin Service Delivery framework✔ Handling Problem and Knowledge Management teams for scheduling, reviewing and approving requests related to problem tickets and publish KB articles✔ Accountable for Budget and Secretary for Learning Committee, Rewards and Recognition Committee team to deliver BAGWT activities

Key Result Areas:✔ Technical SME for US & Canada Accenture employees ✔ Handled technical escalations and coordinated with multiple support teams to exceed SLA deliverables

✔ Handled technical support for HP products

✔ Provided application support for a project – LINKSYS – A division of CISCO SYSTEMS.

✔ Responsible for IT service delivery at Internal and Client locations which includes managing local IT team (Application and Infrastructure)