As a Senior Manager, I have ownership and management for IT Service Management, Service Delivery and Modern Workplace functions.This includes:-• IT governance definition, implementation and ownership of IT Service Management functions,Design & Transition, supplier and financial management).• Defining and overseeing the implementation of the Digital Transformation and modern workplace strategies.• Product owner of the Service function and delivery of Projects using Agile/Lean practices.• Management of Service Delivery teams to provide core support and request fulfilment for applications and services.• Management of IT budget and financial forecasting.• Develop and implement IT policies, procedures, and standards to ensure security and compliance.• Collaborate with cross-functional teams to align IT initiatives with business objectives and priorities.• Drive continuous improvement initiatives to optimize infrastructure performance and reliability.

I am responsible for defining standards for end user hardware and software, and leading a very lean team of technical staff to implement new IT products and services, while also working with the business to exploit the capabilities and promote the adoption of existing systems.In addition, Also offering a level of direct VIP support and senior leadership team. I work closely with the IT ServiceDesk Manager to ensure consistent and excellent service to end users and helping to maintain a customer satisfaction rating of over 95% at all times.

Preparing daily workloads for staff & coordinating the daily allocation of work.Creating and sharing Daily, weekly and Monthly SLA report to the Customer for analysis.Handling new client enquiries and acting as the face of the business.Motivating the team to achieve high standards and KPI targets.Dealing with and resolving problems and issues which arise from VIP users as well as L2 level incidents.Responsible for planning and managing the operational activities of Service Desk Team to ensure that the customer service is in line with the customer requirements.Handled and distributing responsibilities of day-to-day operations for the infrastructure through ticketing tool (ManageEngine),Mail or Call.Handling 15+ engineers team including Network and windows adminCoordination with all the vendors for Procurement, Replacement and AMC updating for all the assets and accessories Preparing and managing shift roster and leave management.

Handling and supporting for MD level video conference, with HD system setting and projector meeting.Monitoring of all JCB Ballabgarh servers and maintain all servers reports.User and system management using Active directory (Account Creation, Deletion, Reset, Unlock etc.).User File restoration from server.Managing DNS, DHCP & File server and troubleshoot related problems,Patch Management using WSUS.Troubleshooting hardware related issue in server.Monitoring ManageEngine MIS service desk software, attending calls, taking actions to resolve the call on SLA based.Monitoring Link UP/DOWN using Whats up Gold and log call to respective vendor. Installation, configuration and troubleshooting of Lotus Notes (Replication, Mapping database, ACL, Backup of .nsf file, lotus data recovery).Configuration of Blackberry, iPhone, iPAD with Enterprise activation, Backup, restoring and troubleshooting.Troubleshooting of OS & Application related issues, customer queries & user mail related issues.Co-coordinating with various vendors to resolve critical issue.Handling of escalated calls from my team, management and Client.Co-ordination with management and team members and ensuring 100% customer satisfaction.