This role includes day-to-day operational management of end-to-end Service Delivery to ensureachievement of Service Level Agreements, resolution of issues impacting individual and overall team performance and customer satisfaction. Managing multiple projects to improve the cli-ents’ environment in America, EMEA & APJ region.• Ensure Client meets and exceeds its obligations in service delivery with respect to all Service Level Requirements (SLR’s). • Ensure Client continues to deliver all required services under the outsourcing agreement to the highest quality. • Managing teams of 8 resources for Service Delivery run operations.• Work with the Client’s representatives to ensure the required services continue to support the Client’s business needs. • Provide recommendations for new services and / or changes to existing services, which could benefit the Client in achievement of their business objectives. • Coordinate all activities on behalf of Client ensuring a seamless single point of contact for all Client services. • Ensure all processes and procedures are kept up-to-date and accurately reflect Customer environ-ments and requirements. • Liaise with all internal service delivery teams to ensure consistent high level of service. • Ensure the Client is notified as soon as possible of any possible disruption to services provided by Client under the outsourcing agreement.• Follow escalation procedures for all faults.• Planning the FTE counts based on the Service catalogue.• Provide technical assistance/guidance to colleagues when requested.• Set clear expectations and manage accordingly. • Provide Weekly and Monthly reports to the Client. • Motivate Delivery Teams to reach for excellence.• Resources planning through availability with proper leave planning.• Trained new joiners to make them aware about the customer Infrastructure.

From Global Infrastructure Management Center, we are supporting and managing Wintel servers for our client in Sweden, EMEA region.• Managing teams of 22 resources for Service Delivery and RFS activities.• Active participation on project plan and implementation.• Resource planning to provide 24/7 support based on the demands.• Lead the new demand, project transition and various phases (Shadow, Parallel, cut off)• Analyzing technical delivery Gaps and initiating various Service Improvement Plans like i. Trend Analysis of Incidents coming to our queue ii. Identifying major defects and doing problem analysis to avoid it permanently iii. Identified the skill gaps within the team and initiated many internal & external training sessions to fill the gaps.• Conduct regular team and individual meeting to resolve the ongoing BAU issues.• Monitor Team performance and activity.• Addressing the BAU issues to the DPE and account team on a weekly basis. • Perform server validation prior to moving the server into the BAU.• Coordinated with the team in order to have the desk side procedures in place for the tasks agreed in CTM and followed.• Perform auditing and quality checking.• Weekly team meetings - discuss task delegation and review issues.• Creating SOPs for the new projects & process, which is related to WINTEL and VMware operations. • Creating documentation and work instructions for the projects.• Working on problem management also for finding out the Root Cause for high severity incidents and pro-active measure as a part of incident reduction drive. • Work and coordinate with the Hardware and Storage team to diagnose the cause and assist in resolving the issue.• Planning and implementation of complex change request (RFC).• Ensure SLA attainment of team / individual metrics• Ensuring balance team availability with proper leave planning.• Trained new joiners to make them aware about the customer Infrastructure.

Roles and Responsibilities:• From Off-shore Management Center, we do proactive monitoring and supporting around 1800+ Wintel servers for UK based Serco and their clients using remote tools like RDP, • VNC, Dameware & PC Anywhere and DRAC & ILO Cards. • Providing support for L3 devices and involving with processes such as Incident / Problem / Change.• Finding out the Root Cause for high severity incidents and hence preparation of RCA.• Knowledge about the processes in the ITIL framework and hands-on experience on BMC’s Remedy.• Knowledge on tools like BMC patrol, Dell Open Manage, HP System Insight Manager & Altiris RDP.• Leading the shift for ensuring the service delivery process adheres with SLA and reporting • to the Service Delivery Manager.• Configuring, Scheduling, Supporting, Monitoring & Reporting about the backup on various tools such as Tivoli Storage Manager (TSM), NT Backup, VERITAS Backup Exec 8.X, 9.X, Symantec Backup Exec 10.X / 11.X, Arc Serve, Sync sort Backup Express, CommVault & Legato Networker.