• Currently working as Work Force management and Business Ops Lead for Infrastructure engagements in Health Care & Life Sciences vertical• Demand Fulfillment: Focus on Fulfillment and achieve the QoQ Netadd Targets (BHC)• Coordinating with accounts, Talent Acquisition and Vendors for faster and fast track fulfillment of positions through RCE model• Weekly review calls with accounts, Sales and Talent Acquisition teams for identifying, tracking and fulfillment plan of critical positions • Validation of demands across the vertical account wise• Working with the accounts to have plan fresher intake QoQ• Working with CMT and delivery teams on contractor extensions/ termination• Accountable and responsible for Bench, Overdues and ERD management • Demand Forecasting and supply planning on quarterly basis to ensure tighter people supply chain for the unit • Driving different Ops Parameters like Rookie, Bulge, Offshore and Onsite Mix , contractor reduction for the accounts.• Driving “Cost of Delivery “within defined limits using various levers like B3 reduction, Onsite HC reduction, employee rotation, Tenure Management etc.• Coordinating with BTO Team on different organizational initiatives like NC, NG and SOC • SAP movements on timely manner, Investment Tagging, Support tagging, transfers, lock issues etc• Cadre Building: Identifying non-deployable resources and work with the competency team for their upskilling • Worked as a Service Delivery Management for a gaming company called Electronic Arts for 3 months

• Tracking SLAs and metrics in Operations.• Capture actions arising from Weekly, SDR & MSR review meetings and track them till closure.• MIS reporting includes weekly reports, SDR, MSR, P Square, rotations & ramp downs.• Track Service Improvements Programs (SIP).• Program status reporting to various stakeholders such as attrition, resource status, indent tracking, training (UCF, internal trainings) etc.• Managing a resource capacity plan or resource forecast to help understand resource availability for projects.• Driving resolution, service continuity & root cause on Critical Incidents.• Driving root cause analysis, permanent solutions and corrective actions via problem management.• Working closely with all the teams in infrastructure, application and delivery work groups within Wipro and Client.• Accountable for generating monthly reports on Incident & Problem Management.• Closing problem records and Known Error records when appropriate and informing Incident Management so that resolutions or workarounds can be applied to associated incidents.• Contribute towards Continuous Process Improvement activities by identifying training opportunities for the teams, improvement opportunities for the tools and process.• Change Management operations for IT Infrastructure and application management.• Responsible & Accountable for recruitment and training of new joinees during TL tenure.• Was handling SD and Crisis management operation.• Involvement in Incident Management Activities like managing Daily SLA-ASA, CSAT, ticket reduction, Avaya reporting. • Responsible for knowledge transition of any new client process and increased scope of support.• Through effective call monitoring sessions, achieved reduced AHT, increase CSAT Scores and improve FCR.• Identified process related gaps and work towards filling the gap by coordinating with different resolving agencies

Advanced troubleshooting on HP portables, home networking, Bluetooth networking and operating systems

Advanced troubleshooting on HP portables, home networking, Bluetooth networking and operating systems