1. Maintain and ensure platform stability.2. Develop, define, and implement Service Level Agreements (SLAs) for IT services, establishing performance metrics, response times, and clearly defining the roles and responsibilities of service providers and clients.3. Lead continuous improvement initiatives to optimize service delivery, enhance customer satisfaction, and ensure compliance with SLA terms.4. Design and manage processes for Incident, Change, Capacity, Event, and Release Management.5. Oversee incident and problem management processes, ensuring timely resolution of issues in accordance with SLA requirements.6. Manage end-to-end service management operations.7. Establish governance frameworks to ensure compliance and consistency in service delivery.8. Organize and lead regular meetings with service teams and clients to review SLA performance and identify areas for improvement.9. Design workflows for the Service Desk to improve response and resolution times.10. Lead and manage the Software Quality Assurance (SQA) team.11. Expertise in facilitating audits for ISO/IEC 27001:2022 compliance.

• Design, develop, deploy & ensure operations on ITSM processes for Change and Release management.• Playing vital role for Change & Release mgt., Audit (internal & External), Patch Management, VA mitigation, Incident mgt., Configuration & Capacity Mgt.• Identifying Impact, risk and developing risk mitigation tactics.• Identifying and managing anticipated resistance to change• Playing vital role (E2E impact analysis, cross functional meeting, risk analysis) for critical/major project delivery related deployment from Change Mgt.• Confirming ISO20K & 27K standard guideline.• Publish, monitor and enforce contractual reporting towards client for change and release management.• Prepare PIR report for unsuccessful changes and set POA based on RCA of failure of change.• Quarterly awareness and training programs from change and release management point of view with across concern organization people.• Ensure security related vulnerability mitigation through change management process as per SLA.• Providing reporting and other updates to management and project teams• Ensuring Documentation update (SOP, Inventory, Architecture diagram etc.) and sign off from customer as per SLA for that related with changes that are taking in live system

• Leading 24/7 Event Mgmt team• Day to day GP AM/IM related complain resolution within agreed SLA.• Project & Change Mgmt support from SOC point of view• Contribute in managing complex delivery, SLAs & KPIs• Contribute in managing service delivery report.• Manage incident and problem management• Client expectation management• Manage change, release and configuration management• Manage capacity management and application environment• Lead service improvement plan and implementation

-Managed GPIT services for 24*7-Ensure second level support for all GPIT services-Tracking of ISO processes and follow up-Ensures regular measurement and avoid interruption of maintaining the process-Responsible for Availability & ITSCM Management as per ISO to ensures the sufficient availability of the IT Infrastructure, so that the availability-levels agreed in the SLAs can be adhered to.- Ensures the regular measurement of availability, and when necessary the undertaking of measures for its improvement

-Ensure quality of services on Data entry & electronic archiving-Developed salary automation tool.-Maintenance of salary automation tool -Ensure quality on customer data.

-Perform end to end quality assurance on software.-Perform unit testing.-Prepare test cases.-Maintain SDLC process for Quality Assurance.-Report to development team on findings on Quality assurance.-Report bug on software on bugzilla tool.-Follow up the findings on submitted bug.