Strategy Planning: Maintained robust relationships with Client & Offshore Delivery Team and recognized opportunities for development and formed global solution/processes in order to improve productivity, efficiency, adhering to organizational policies & procedures with service-quality norms.Project Management: Accountable for project evaluation while providing effective solutions and sizing against business & service requirements. Created project initiation documents, service design packages and detailed service operations manuals and SOW.Transition Management: Oversaw functions including transition, planning, design and analysis of technical design documents by liaising with client SME’s or incumbent vendors as well as possessed the RAIL for all these transitions – Risk Action Issue Log. Delivered transition and data center migration as well as developed new strategy for transition – hybrid transition (combination of legacy transition as well as transformation).Operations Management/Change Management: Instrumentally improved processes with appropriate qualitative and quantitative measures while leveraging established ITIL guidelines and actively involved in metrics reporting, and end user communications as Service Management SME. Ensured changes are implemented in defined time frame by coordinating or by direct participation in a Change Advisory Board.Client Management: Coordinated with the customers for business process analysis & gathering technical and functional specifications while defining service acceptance criteria. Controlled several prospective clients by creating solution, presenting, helping pre sales and sales enablement team.Transformation Management: Recognized extents of Self Service Portals and work with team by creating POC as well as the areas of repetitive / standard work and replace them with work instructions and in turn automate them with the help of DevOps team.

o Incident Management.o SLA Management.o Team Management (Leading a Team of 11 Engineers).o Change and Release Management.o Asset Management.o Site Improvement Planning.o Assuring IT support continuity to Business and avoiding production downtime.o Monitoring Backups and Restoration.o Data Center Monitoring(Data Center having 25 Servers and 60 N/w Devices)o Monitoring Antivirus updates and Patch roll outs.o Preparing reports like Dash Board, Performance Tracker, and Pending Call Analysis SLA breach Analysis etc.o Conducting training for the new comers.

o Incident Management.o SLA Management.o Team Management (Leading a Team of 11 Engineers).o Change and Release Management.o Asset Management.o Site Improvement Planning.o Assuring IT support continuity to Business and avoiding production downtime.o Monitoring Backups and Restoration.o Data Center Monitoring(Data Center having 25 Servers and 60 N/w Devices)o Monitoring Antivirus updates and Patch roll outs.o Preparing reports like Dash Board, Performance Tracker, and Pending Call Analysis SLA breach Analysis etc.o Conducting training for the new comers.

o Incident Management.o Providing high-end technical resolutions to the US–based Clients.o Maintenance of wired and wireless networks.o Configuration and troubleshooting of SOHO Routers, Switches, Access Points, Printer Servers etc.

o Providing L2 support to AOL UK customers.o Troubleshooting internet connectivity issues.o Closing escalated tickets.