Be involved in contract solutions- Use technical knowledge and familiarity with client to identify new opportunities for growth in Telecom Expense Management within internal and external clients.- Balance client satisfaction and business risk negotiations.- Balance quality and cost in negotiating for resources for solutions.- Deal with and influence people internally in the matrix of delivery services for better responsiveness. - Analyze cost data, assess risk and make sound business decisions.- Lead Global team members consist of Solution Architect, Project Managers, Operations Manager, Development team to align with client requirements. - Be face to client on integration of services during transition and beyond.- Increase industry/domain knowledge for design/proposal of added or cost takeout solutions when contract in steady state.Achievement : - Increase overall savings of 2 Million USD for IBM Globally in Telecom Expenses- Develop Technical team locally which helped to win additional bussiness. - Reduce RCA to 70% within 1st year of taking over the project.

People Manager : - Share information and assign work to link employees' work to IBM's strategy, market performance and local organization's goals.- Simplify complex goals and help individuals and teams to align priorities with IBM's strategic direction.- Assign individuals and collaborate with other leaders to allocate employee resources in a manner that best meets IBM, project/account, and individual development needs.- Accept accountability for business results including meeting client satisfaction, productivity, financial, and other business measurements.- Lead or participate in organization planning, providing leadership and support to ensure that business objectives are met.- Foster teamwork and inclusion across organizations, cultures and geographies -- and promote IBM's diversity and inclusive leadership and IBM Values.- Support activities and projects involving cross-functional teams which contribute to IBM success.- Provide employees feedback to improve performance. Establish clear performance expectations and hold people accountable for results.- Recognize contributions by employees and teams.- Lead by example in all activities. Lead in a manner that enhances IBM's climate and business results.- Support change, encourage employees to innovate, evaluate suggestions, and remove obstacles to implementation.- Assure employee equity and encourage employee growth and opportunity.- Advise and coach employees to help them develop their skills and capabilities to best meet their career desires and current or future business needs.- Execute processes for the normal operation of employee programs.- Analyze and interpret new situations. Resolve complex problems independently or through the management of others.

- work closely with the Global Delivery Lead as a primary point of contact for client needs requirements and expectations with regard to assigned IBM Cloud team operations. - provide account leadership to the Cloud service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. - ensures client needs are satisfied by constructing partnerships between the Project Executives and clients, and managing the implementation of these partnerships to ensure positive customer satisfaction.- build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work. - manage IBM resources and coordinate client resources to deliver services and solutions to support the client organization. - Ensuring client security within Cloud Managed Services.

- Contingency Plan Implementation- Manage escalations from Frontline Support Agents / Non Agents - Monitor backlogs in callbacks/escalations- Prepare daily, weekly, monthly and quarterly operational reports- Readiness - planning and initiating tactics and strategies to support products and customers. - Responsiveness – meet KPI expectations. - Responsible for technical and procedural competency/expertise of support team and Customer Satisfaction results produced from that team.- Manage, motivate and develop Technical Support Agent’s skills to improve performance by reducing attrition, unscheduled leave. - Manage predominantly through COPC framework.- Assist Operation Manager with Monthly Business Review stats and slides.- Maintain Table F for Technical Support and Customer Service

Datacom provides vendor support for Parallels Automation (software by Parallels Inc), remote technical management of Parallels Automation.- Assist team manager in resource management and planning. - Ensure individual team performance is meeting required KPIs and performance management is required- Assist Team Manager to conduct staff reviews and One on Ones. Participate in team motivation and building of team morale- Actively monitor chats via chat management console tool, as well as phone calls, and email cases during engineer's daily activities.- Ad-Hoc Report generation. E.g. daily service performance, outstanding cases report and etc.- Escalation point for both technical and customer satisfaction issues.- Channel escalation to appropriate contact points, when nessasary.- Root Cause Analysis for customer satisfaction from Techncial perspective and to assist Team Manager to execute action plans for improvement.- Monitor and manage daily pending cases and providing technical input.- Providing Root Cause Analysis report when there are any escalations.- Quality Assurance Transaction monitoring & Calibration, 25% of weekly volume as provided by Quality Manager.- Technical Trainings and improvements from technical perspective.- Assist Team Manager and Business Operations Manager with ad-hoc administrative tasks.- To create, execute and maintain a structured COPC compliant development program for all staff.- Writing / Reviewing Knowledgebase Articles by all engineers to be submitted for kb.parallels.com- Mentoring new engineers and approving correspondence

- Technical Support for Microsoft end users (Australia & New Zealand)- Handle all skills set (Windows OS / Microsoft Office for Windows and Macintosh/ Microsoft Games/ Microsoft Hardware)- Handle Email Support for Tier 2- Attended Windows Vista, Windows 7 and Microsoft Office 2010 trainingSDA MENTOR- Provide Technical Solution for SDA issues (Office Mac 2004/08, Microsoft Games & Microsoft hardware- Review all cases created under SDA LOB for all agents on daily basis- Provide solutions for unresolved cases created on SDA LOB on daily basis- created One Note Portal for SDA Common issues