Working as Operations Manager in Wipro Infotech Ltd. from June 2015 to till dateRolls & Responsibilities:-• Handling team of Remote Support, Server Support, RE Support, Helpdesk Support as well.• Managing ITIL/ITSM L3 Management.• Maintaining the SLA of all the various teams & analysis of calls logged by user.• Maintaining the changes happening in process, HW/SW.• Monitor & reduce the calls.• Find out the workarounds for Major issues logged by user.• Share the MIS (Management Information System) report to seniors and customer as well.• Get the customer approval for any add/change/deletion in application or hardware. • Handling team of 35+ Engineers team and all client locations in PAN India.• Managing the partner services and training programs for IAS part (Printer/Desktops/Servers).• Handling NOC support team(Server Support).• Managing vendor services for various things (UPS/Inverter etc.).• Managing customer meetings continuously within the time given by customer& Wipro.• Ability to provide the remote support, Management of escalation, Calling & handling tech support.

• Managing ITIL/ITSM L3 Management.• Maintaining the SLA of all the various teams & analysis of calls logged by user.• Monitor & reduce the calls.• Find out the workarounds for Major issues logged by user.• Share the MIR (Major Incident report).

• Handling team of 60+ Engineers at state level, managing the partner services and training programs• Ability to provide the remote support, Management of escalation, Calling & handling tech support.• Maintaining and creating training documentation of need to know network procedures• Identifying and troubleshooting computer/network communication problems, including interruption conflicts with hardware and software compatibility conflicts. • Responsible for training Field Engineers, System Engineers and Customers. • Suggest and reproduce customer problems by maintaining a laboratory. • Responsible for maintaining excellent working relationship with field service, customers.• Responsible for producing technical memos for released products and done technical documentation. • Responsible for providing software and hardware support for employees and done network. Printer connectivity troubleshooting. • Responsible for contracting 3rd party service providers, tracking calls and incidents using Remedy. • Responsible for tracking procedure and part changes. • Responsible for monitoring tasks, timetables and milestones. • Responsible for training direct and third party service personnel. • Find out the proper support strategies and oversight processes that can help to produce major profitability and reductions to solve problems. • Worked as member of team which achieved the highest rating for customer support. • Responsible for activation and deactivation of customer, company affiliate and employee profiles.

• Assembling and Disassembling a PC. Maintenance and Troubleshooting.• Installed Hard disks, Floppy drives, CD Drives, Sound Blaster cards, CPU, Memory, Power supply unit, Network card, Video graphics card, Hard disk controller card on PC systems• Inventory management, Network management (Wireless, LAN, switch) • Identifying and troubleshooting computer/network communication problems, including interruption conflicts with hardware and software compatibility conflicts.