Managed Amazon Global IT Remote Support operations for APAC.

Senior Manager Operations - Digital Marketing , Product Support

Service Delivery and Process Support Manager for Major Incidents

Joined Unisys in 2011 as a Service Desk Supervisor with 5 years of experience in IT Operations and currently functioned as a Program Manager for Request Management● Managing a diverse team of 78 members with Agents and Team Leads reporting into me ● Managing day to day Operations related to People Management and Process Operations● Meeting critical SLA and KPI targets ● Effective Service Delivery ● Driving Service Improvement Projects ● Client and PMO Management ● Establishing required Sources and Budget that is required ● Managing new service from Initiation to Planning and Implementation successfully ● Presenting the team's performance in weekly and monthly account review with PMO team and implementing service improvement actions to add higher value towards customer ● Monitoring and evaluating Quarterly / Yearly employee performance review at the year end ● Also a part of the Hiring panel for hiring new talent for the organization in the field of Service Delivery ● Traveling between different locations managing the Request Management teams

5 Years with GENPACT with IT Operations, last designation was an Assistant Manager● Managing a diverse team of 48 members with Agents and Team Leads reporting into me for L1 Service Desk, L2 Account Provisioning Team & Incident Management ● People Management and Driving SLA & KPI targets to be achieved ● Doing Improvement Projects ● Review of Process performance with Clients and Stakeholders in Weekly and Monthly meetings ● Evaluating Quarterly / Yearly employee performance review at the year end ● Part of the Hiring panel for hiring new talent for the organization in the field of IT Service Desk ● Member of the ITS ISO Auditor