Company: Giesecke and Devrient MS India Pvt. Ltd. Sep 01, 2011 to Till DateRole: Head of Support TI Solutions APAC• Provide support after UAT• Ensure the 24*7 Support of EMEA/SEA/AMERICA/INDIA region and business continuity • Timely creation of tickets, tracking of tickets and escalations• Adherence of SLA as per agreement.• Review Support Tickets Weekly / Fortnightly with Service Delivery Managers.• Define KRA of Global Support Team• Periodic review of KRA.• Interaction with EMEA/SEA and AMERICA Support Managers.• Identify manpower requirement and ensure proper resource allocation against assignments• Ensure proper training to support team to keep them updated.• Adhere and Ensure company confidentiality and norms.• Interaction with Sales team and customer management. • Maintain relation with Clients to generate more business in terms of AMC and CR.• Budgeting and Forecasting revenue.

Plan the ProjectStaff the ProjectVendor ManagementImplement the ProjectControl the ProjectEvaluate the ProjectProvide Support after Implementations

Organization: COMVIVA Technologies Ltd. (Earlier Bharti Telesoft Ltd.)Designation: Program Manager, June 2007 to March 2009. Implementation Manager April 2009 to Jan 2010COMVIVA/Bharti Telesoft, a Bharti Enterprise, is a rapidly growing provider of content-based services, mobile commerce solutions, value added software products and services, and business support systems to wireless and wire line operators worldwide. Bharti Telesoft offers a wide portfolio covering four key service areas for operators today: Content based services; Value added services, M-commerce, and operational and business support systems.As a Program Manager/Delivery Manager, I was responsible for Airtel (including Seychelles- South Africa), IDEA and MTNL customers.

 Ensure customer excellence (Airtel/IBM) by ensuring quality deliverables and pro-active identification of opportunities for improvement  Responsible for delivery aspects such as SLA time lines being met, manpower planning/management and at the same time company’s profitability is high.  Manages the PMO activities for following projects: India Times Voice Portal, AIRTEL Easy Recharge, Airtel Music Messaging Services and Masala Junction, AIRTEL Calling Card Management system(CCMS/ICS) Delivered the following projects: Prepaid Bank TopUp for BSNL and Dishnet, BSNL-East for Nortel and Dishnet, BSNL-South for North, BSNL-West for SmartTrust

Organization: CMS Computers Ltd. Resident at CITIBANK N.A. Designation: Technology Officer (July 1998 – August 2004)Printing reports, checks, Statement of Account, Bank Letters as per request.Running EOD programs.Remote monitoring of ATM’s .Remote Monitoring of CAT-2s(Customer Activated Terminal –2)Providing prompt service to bank Users and customers. Controlling IVR System (Interactive Voice Responder)Coordinating with users for problem and requirements; Generating MIS reports (Management Information Systems)Preparing MIS reports for all systems (ATM’s, CAT-2s, CASTs, IVR)Escalate the reports the higher officials of CITIBANK all over the countryProvide monthly reports to the quality managersCo-coordinating with Telecom Operation Center regarding link issue (V-SAT and leased line)