• • Program and Project Management, heading the Technology Project Division of CGC that includes Multiple Domains – Engg, Safety, Security, & CAMS projects and a team size of 200+ employees.• Handled simultaneously Projects and Services Department , that covers the complete product life cycle of Projects and Operations.• Centralized planning and control of projects for the standards with accountability for strategic utilization & deployment of available resources to achieve organizational objectives• Monitoring the activity at sites and review of schedule, ensuring cost control within budget, planning for cash flow requirements, etc.• Responsible for overseeing maintenance operations and developing the skills of front line maintenance staff; Managing and directing entire maintenance activities of various AMC Contracts.• Providing immediate service support to the clients for resolving their issues and complaints in compliance with preset guidelines and rules.• Active role of Service Head, spearheading activities involving working out various requirements & monitoring overall Operations Management Baselines to ensure the successful continuity of Services.• Ensuring high customer satisfaction, achieving outcome leading to achieving parts target and service revenue• Ascertaining continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels• Allocating equipment, managing breakdown, scheduling and planning of maintenance and coordination with the other service departments • Fore-fronted the PMO Division of CGC; Dexterously executed nationwide Projects & Programs in line with Government Standards • Delivered 300+ projects successfully as well as directed and organized analysis and reviews of SLAs and OLAs• Demonstrated success & proven track record in POSSESSING valuable insights on Business plans, strategic nationalization plans, corporate KPIs, balance score cards and integrated management system

• Instrumental in managing multiple sites, clients and support staff teams• Distinctively developed all the support centers into profit centers and performed on the basis of international standards.• Devised a platform to increase the revenue generation from the after sales operations• Essayed a stellar role in analyzing statistics to determine the level of service the organization providing, assigning targets to each domain and setting strict controls over the cost of service by constantly reviewing the procedures.• Meticulously formulated and managed SLAs, corresponded with principals, on the issues relating to quality of products, after sales service contracts, spare parts supply and technical trainings• Ascertained that all the tasks were done based on agreed flow charts, procedures, all concerned personnel used CRM, so as to provide a consistently high level of quality and also offered solutions to enhance existing processes for better results• Significantly involved in forecasting to fulfill the market demand and overseeing the management of stocks/inventories to reduce the obsolescence and ensure the optimum fill rate• Excellent track record in bringing in the Projects & service management SW into the domain, which brought efficiency and control over revenue and project management

• Manage the overall operations of regional Board Repair Center (BRC) & QMC to define the service & Support handling procedures. Ensure the support center is capable of handling all kind of escalations up till chip level. • Manage service Operation KPIs and Warranty Financial Performance; Service Control and Support for 24 Countries over Middle East & Africa.• Provide Technical support for setting up second level service infrastructure across Middle East, Far East, and Africa• Steered efforts in managing a Repair Factory and its satellite service centers across the region.• Quality Monitoring Center (QMC) Management. Analyze various Service trends using the raw repair data from the region - Failure rate, Defect rate, Service Levels, Lead time, BER, Average cost of Repairs, Bounce rate, Parts consumption, Repair Quality, Repair TAT, and Customer Satisfaction Index etc.• Manage the resources and ensure enough certified personnel (based on skills matrix) are available at all times. Spare parts ordering, consumption and inventories. Leading the team of technicians within the region. • Web Support and updates – Service Bulletins, Software updates and Customer emails.• Ensure commitments to partners are fulfilled with respect to the escalations on various service issues. Identify the training requirements within the region. Conduct periodical audits on the services; Implement and follow up on the action plans to enhance the quality of service. • Conduct technology trainings for LG partners over Middle East and African Region; Call center Support and training. Ensure staffs readiness to address technical support calls.