▪ Accountable for delivering managed services, Global support operations to 30+ Accounts across AFRICA. ▪ Coaching and leading a team of 30 Product engineers, Specialist’s and Technical Lead’s. Strategizing team’s competency, learning / cross skilling and growth. ▪ Responsible for managing customer experience, customer escalations and customer success strategies.▪ Talent Acquisition – Hiring and nurturing talent ▪ Partner with the Engineering & Product Management teams in scoping customer requirement to improve product quality or new feature addition for RA-FM product. ▪ Engage in Problem Solving involving team’s from Engineering, Design and PLM (product line management) ▪ Revenue Growth and business development ▪ Sales, Pre-Sales support to drive RFP, RFI, RFQs. ▪ Creation of account strategy, planning and opportunity development for the accounts to foster a ‘same account growth’ program.

▪ Managed team of 15 for delivering managed services, Global support to 20+ customers in Europe.▪ Accountable for maintaining Positive NPS score across all Project implementations. Exceeded the expectation of the function by meeting NPS of 40+. ▪ Travel to customer locations and drive various project deliveries, QBRs, trainings, implementations etc. ▪ Instrumental in developing tools and processes for improved customer satisfaction and operational efficiency ▪ Audit the service management processes (Incident Management, Change Management, Problem Management)

▪ Debugging and troubleshooting defects, providing quality solutions/fixes, Implementing patches on Production Environment. ▪ Operational tuning and Process automation using Shell scripting ▪ Handled End to End operations involving SLA monitoring, Operational Issues, Change Management and Reporting for Tier1 operators Telia, Swisscom, Cyta and GANTEK.

▪ Production support and operations for Order Capture and Management applications (OCX, OMX) ▪ Handling LIVE issues and attending the Change Requests (CRs) ▪ Carrying out the Deployments & Sanity testing of the applications on every new release ▪ Instrumental in fine tuning and optimizing operations via multiple shell script-based automations ▪ Grooming and coaching new hires

▪ Handled multiple applications like De-dup, Business Information System and Mobile number portability. ▪ Transformed De-dup, a PLSQL based application, to optimize processes, fine tune operations and enhance automations. ▪ Played an instrumental role in first ever Mobile number portability launch in India for Aircel. Worked closely with clearing houses like Syniverse, Telcordia. ▪ Lead automation project for BIS to reduce manual overheads and increase accuracy; 65% improvement was recorded in operational KPIs. ▪ Production Support, operations and development for all 3 aforementioned applications.▪ Awarded with a team award - "Best innovative team"▪ Awarded with "Feather in the cap" for individual performance.