• Delivering successful Infrastructure and Application development services to 2nd largest Telecom Provider of UK with more than 8 million active users. • Developed and maintained excellent business and operational relationship with customer Service, operations and leadership team. • Formulated and implemented 100 days ‘Service stability plan’ to achieve 99% success rate of production changes; achieved a milestone of 1300+ Successful changes without causing a P1 or unplanned outage from changes. • Hosts and participates in daily, weekly and monthly service review calls with Customer Service team to analyse operations delivery, changes and customer needs. • Assisted Customer with key sale/launch events such as Smartphone & iPhone sale, Black Friday Sale etc. • Assisted Customer with fast tracked defect fix deployment by facilitating expedited testing and emergency changes, this enabled our customer to achieve good customer experience. • Ensure all IBM teams adhere to service level agreements (SLAs) as agreed with Client.• Ensure Infra Ops OLAs are defined and implemented with all internal teams, review them regularly.• Ensure underpinning contracts are defined and implemented with all 3rd party vendors and suppliers; ensure regular Service delivery and Governance meetings are held.• Provide governance to internal, global and emergency CAB calls to assess business and service impact of upcoming changes.• Participate in support, resolution and communication activities in the event of Major Operational Infrastructure outages or incidents. • Provide governance and supervision to all transition and project activities to ensure no impact to existing applications and infrastructure.• Govern Service readiness review of all major projects to ensure they are safe to be implemented in production and documented properly within Service Catalogue, process documents and inventory.• Implement Continuous Service Improvement process.

• Managed end-to-end operations delivery. • Managed delivery, operations and service-related communications with internal and external stake holders.• Ensured relevant governance /interlock with Sending Geo and technical service lines • Interlocking with senior Management to discuss process improvements for productivity gains• Review service line performance (overall view) and devise improvement plans as required• Managed deployment of critical and complex production changes as Implementation Managers. • Provided Service Integration between IBM technical support teams. • Represented account in ISAE3402 external Audits for Incident Management process.