Manage a team of highly skilled technical engineers. Ensure proper resource and work environment utilization. Maintains team scheduling and global coverage. Reports on team budgeting with sound fiscal awareness and responsibility.Contribute to development and implementation of Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality. Provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensures business continuity. Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals. Set strategic departmental goals based on company objectives. Lead the global team in proactive services which include, knowledge base maintenance, internal and external forums, service request automation, migration services and social media customer relation management-CRM. Dialog with customers to respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of the issue. Dedicated POC for Intuit (top account). Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training, and creation of applicable development plans. Maintain high departmental morale and focus on retaining talent. Works to create high-performing diverse teams. Knows the business and understands key performance indicators required by self and team to deliver results. Received a continuously exceed performance ranking and a couple awards for exceptional handling of customer’s production outages. Pacesetter and Outstanding team awards. Participated and assisted in the iso 9001:2008/TickITplus Certification

Ecommerce/Enterprise Services Application Support Manager DST SYSTEMS, INC 2009 to 2014 Managed more than 40 worldwide IT personnel responsible for supporting and maintaining enterprise services applications and e-commerce platforms. * Led Enterprise Services supports team on a global scale and served as liaison to other technical teams and senior level management. Support teams consisted of network, infrastructure, middleware, and application support teams. * Created and maintained monthly operations score cards reporting on costs, performance, outages, customer feedback, and SLAs results for senior management operations meetings. * Oversaw the transition and workload migration of services to offices in India, migrating 40% of the workload within a three month period. * Improved very extensive SLA's for a 24X&7 availability from 85% to 99.8% within a 3 month window * Decreased paging from 320 pages a month to an average of 10 pages through automation and challenging old business rules with application teams improving the quality of work life for associates working in Ecommerce decreasing the turnover rate. \* Authorized and managed all application production operations and continuity planning. * Established a robust set of key performance indicators and tracking reports to provide a clear view of the performance of the production environment. * Collaborated with technology leaders to evolve service agreements and implemented an asset inventory of production applications. * Maintained strategic relationships with industry experts, vendors, and stakeholders to ensure current marketing thinking and continuous transparency. * Managed a complex resource model utilizing onshore and offshore system to provide 24/7 support and tracked finances of the model, reporting information to executive leaders.