• Working as SDM towards Managing, Planning and Delivery of 24x7x365 IT Service Model for multiple customers through VDA as a preferred vendor partner. The service model is precisely managing Desk Side & Service Desk Support for EUC, DC and NW install base from Deploy to Retirement including complete Asset Life Cycle Management for IT Assets

1. IT OPERATIONS HEAD – OFFSHORE Strategy and IT Infrastructure Management: Streamline, planning, necessary approval, and IT infra implementation with defined work flows. Onboard projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service deliveryTrack and manage all configuration items and map their relationships and dependencies, analyze the impact of changes and outages for informed decision making.Reduce outages, improve mediator productivity, meet SLAs, and manage the complete lifecycle of IT services. Classify, analyze, and take problems to closure.Discover, track, and manage IT hardware and software assets in one place. Optimize an IT asset utilization, avoid vulnerabilities, and ensure license compliance. IT Service Delivery (EUCS): Providing ultimate ownership and responsibility for end to end Incident & change Management activities, Monitor and track KPI’s, (Priority/Severity trends, MTTR, R-60, RCAs,) SLA, deliverable with quality & customer experience, risks, dependencies, schedules, agreements and service delivery model. Provide status reports to stakeholders and leads, Monitor & guide team for targets. Leadership/Supervisory Role: Responsible as a departmental leader, develops and maintains the IT department’s strategic road map, ensuring that information technology capabilities continually support the overall business’s goals and objectives.2. OPERATIONS HEAD – OUTSOURCE RESOURCES OPERATIONS Responsible for IT outsource resources operations Planning & Budget (CAPEX and OPEX) Responsible for staffing, hiring, terminations, performance analysis along with vendor partners. Knowledge of budgeting, interpreting, and understanding financial statements, invoices & approvals. Proficiency in preparing and controlling operational budget. Extensive experience implementing and managing operational plans.

EUCS-IT Service Delivery

IT Operation & NOC Lead

IT Service Desk Member