• Managing the methodology that encompasses processes to be followed right from the business development phase, through the plan, build, deploy and support phase for the products. The core of the methodology is based on ITIL, PMP and Agile along with the inputs of the best practices across the organization and from acquisitions. • Managing of the Quality Management System called SmartSolve (which is a Pilgrim acquisition) for updating, tracking and managing all the processes as well as managing and tracking training statuses of the methodology. • Working on continual improvements to the methodology using technics such as value stream mapping and PDCA• Trained as a Lead Auditor for ISO9001 from BSI, driving audits and compliance and representing the delivery organization for internal, client and ISO audits, thereby obtaining the ISO 9001 certification for the methodology• Also managing tools required for support teams especially with incident and request management including enhancements, creation of trainings, KPI creation & management through internal reporting and MS Power BI. The tool is Salesforce Service CloudBuilt tools and automations using Microsoft Power Platform Suite• Managing a team who support the methodology and tool support queries and perform compliance audits• Conducting ITIL4 Foundation trainings for the support teams

- Managing an operations team that is responsible for handling access provisioning and product based activities for products/web apps hosted by IMS health on the portal with a 24/5 coverage. - Cliental included internal IMS health user and provisioning access for close to 1300 pharma companies to any of the 200 products developed/maintained by IMS based on a subscription mechanism.- Trained the language support team based in Poland. This team covered additional support for 5 EU languages and extended to support South America.- Established KRA and KPIs to gauge and assess the performance of overall offerings.- Translated essential business requirements into Service (SLA) and Operational Level Agreements (OLA).- Ensure the Project Charter and Service Catalogue is maintained and timely updated.- Handled Daily Kaizen activities (reporting SLA misses, escalations, issues, appreciations, Major Incidents)- Introduced quality and compliance mechanisms with established baselines and monitoring them monthly- Introduced a goal cards for the team members. This was for the monthly review and the annual merit hike.- Initiated 2 projects to automate older tools. Project details mentioned below.- Worked with the technical team to introduce and improve tools that increase the efficiency.- Worked on project migrations and integrations onto the customer portal by working with development team, technical team and account managers to ensure introduction of new products and service offerings - Introduced a framework for handling product management and provisioning which has been used during mergers and acquisitions of pharma companies

- Managing a Global service desk team of 18 members including a SME. - Assisted with the process transition and knowledge transfer during the transition of the desk to IMS from the outsourced vendor. As a part of the transition, worked with the management team to reintroduce ITSM best practices and parameters for incident handling processes, creating a knowledge management solution using SharePoint. Worked to create a new set of quality parameters for ticketing under the current system.- Worked to redefine SLA and OLA among various team and with the clients with the service desk. - Created a structured setup for handling of tickets within various technical teams at all levels within the organization.- Transition and streamlining of Language support desk and processes within various regions of EMEA and South Americas. - Promoted environment of continuous customer service improvement; rolled out new methodology for collecting performance statistics, providing more accurate results when track service level agreements.- Key accomplishments and Projects: • Worked with various technical teams for the induction and complete deployment of Cisco Jabber as a replacement of Microsoft communicator 2005 across various sites and remote users (laptop/citrix/VDI). • Assisting with the current transition from audio/video conferencing solution Microsoft live meeting to Cisco WebEx and ATT reservation less conferencing. • Working on the current transition of the incident and asset management from HP service center to Landesk alongside with the incident management team. • Transitioned roles, access of tools such as active directory, citrix studio and Vsphere from L2 and L3 teams to the helpdesk and also created processes for usage of these for the help desk • Worked to transition the current InfoSec policies to liaison with newly inducted Hitachi Password manager. Identifying risks as processes and access transition across team.

- Managing a L2 team, providing technical and process assistance. Team caters to early life support issues for application and OS related issues for users who are migrated to Windows 7. Also managed the local IT team deployed at the Bangalore location- Working with the project stakeholders and ground teams like infrastructure, applications management and packaging, engineering for various issues such as apps, OS build testing and improvement, reducing downtime thereby Increasing operational efficiency. Establishing points of resistance and then developing plans to address those areas of concern- Worked with LOB business managers for scheduling users and application testing. Organizing change meets for discussion of issues related to the migrations- Managing incident lifecycle for all Critical tickets for the clients. Sending out Major Incident Notifications to the business and to all the stake holders. Coordinating with the Change and Problem Management teams as and when required. - Producing management information, including KPIs, CSFs and RAG reports. - Carrying out effective stakeholder and user communication strategies throughout the entire project- Monitoring efficiency and effectiveness of the Incident Management process. Generating Incident Management performance reports for line managers on a daily, weekly and monthly basis.- Compiling MIS reports for the global queues on incident parameters including ageing, issues trends, incident hygiene, SLA, global incident volumes, forecasting for line managers on a daily, weekly and monthly basis- Key accomplishments: • Deployment of Follow-me print infrastructure across all office sites in India. • Assisted with development of incident process and change process documentation specific to the migration project. • Worked on improvement of the asset management setup

- Responsible for the effective implementation of the process "Service Desk and Incident Management" and carry out the respective reporting procedure- Creation of Issue Advisory tickets and escalate them to Sev1, Sev2 and Sev3 based on business impact and criticality of the affected Business unit (BU).- Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels. Also undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions and Relaying all the incident related information to the RCA team- Working on Remedy tickets and prioritizing the work as per the SLAs. Giving global Support to entire network which span over 5 IDC (International Data Centers) & +110 remote locations (follow the sun model/24X7).- Managing user and system profile on Windows Active Directory. Modification of Security Group on Active Directory.- Administering VMware hosts and Citrix Presentation Server. Management in the Citrix management Console to accomplish things such as publishing applications, review load evaluators, shadow sessions and common troubleshooting function in addition to project management of Citrix implementation. - Handling queries and issues related to remote login (login from home) using SecurID.

- Support for business and enterprise users in UK regions.- Support for all versions of Windows ranging from 98 to Vista. OS related issues (BSOD, windows updates, browser, virus infections etc), Office and Outlook, Networking. And third party applications support such as anti-viruses, media burning apps, etc.

- Support for all variants of Windows XP and Windows Vista for all kinds of OS related issues.- Trained batches for Windows Vista at the time of launch.

- Responsible for preparing proposals, analyzing requirements, presentations and sales contract of computer systems, associated softwares and networks based on contracts provided for scenarios such as cyber cafes, hospitals, educational institutes and personal systems- Responsible for timely check on ground work to ensure timely completion of automation projects