A broad-based technical support professional with over 25 years of successful organizational & leadership experience in IT Infrastructure Management leading enterprise class support services organization with cross geographic international customer baseSkills> Knowledge leadership> Practice and inspire workplace integrity> Intellectual curiosity; ideation, innovation, and improvements> Open channels for seeking feedback> Developing, growing, and managing support services and customer success> Establishing and building working relationships across geographies with executives, colleagues, customers to enable a scalable support model> Leading a large global support delivery organization> Talent management (career & performance management) - directly & functionally managed 3rd and 2nd line delivery managers, individual contributors (business & technical), account managers, shared support teams> Site leadership (IT, HR, RESO, Finance) and multiple site management (Bangalore, Hyderabad, Chennai, Gurgaon, Noida, Pune)> Operations Management 7/24 - Demonstrated Leadership capability across L1, L1.5, L2 technical teams, Service Management teams (Major Incidents, Incidents, Problem and Change), Quality Management and shared support functions> Solutioning and Sales support - client presentations for new business, floor walks, participation in client orals> Strong understanding of business processes and their implementation into enterprise applications> Project Management> Change management> Client management> Crisis management> Service Level Management; billing & review of monthly SLAs with client> Transition and transformation> Gross Profit & Cost management - Capital & operating expense management, Profit Centre Management, Revenue generation (corporate & retail sale)