Head Delivery And Support
Current• Managing deployment and supporting the solution of more than 200 InDefend DLP project, ensuring in timely delivery of projects and maintaining strict SLA for support.• Responsible for management reporting providing visibility into status and progress of project activities with other internal/external communication.• Managing team of 20+ delivery/support reps, keeping their KRAs, goal and assessment to achieve company objective.• Tracking activities against project plans and support SLA (ticketing base).• Managing financial and operational risk of ongoing delivery and support projects.• Responsible for upkeep of Fresh desk (ticketing tool), Monitis, ZohoCRM, Teamviewer and client Instances on cloud.• Ensuring a project information base is maintained through and approved project specification, regular reports, meeting minutes and a closing report.