 Managed end to end delivery and operation, ensuring SLA & KPI are met as per the operational requirements. Oversee a team of fifteen technicians who are range from tier 1 support to tier 2 support. In addition to those responsibilities I am responsible for tickets that get escalated and see them through to a conclusion that both the client and I are satisfied with. Working with clients from pursuit to implementation for new tools and providing them trainings. Assist in onboarding/training of new team members. Support information needs for special client projects, leadership presentations and other research needs. Guide team members to achieve their true potential, evaluate performance, and provide feedback. Identify and implement improvement opportunities around staff deployment processes, deliverables, training, and development of resources.

Performing all aspects of managing quality, planning and identifying human resources, working with stake holder and team management, service delivery, for timely closure and achieving target as per SLA, Asset Management, problem management and incident management, review managing all work for the project. Reporting and preparing Dashboard for Client though PowerPoint Presentation. Maintain SLA for Incident/Service calls, manage the team and evaluate performance.Team Level Role: • Analysis of the level of impact on the service to enterprise customers • Direct liaison or facilitation of engagement with consumers for feedback and program managementStrategic Role: • Drive operational excellence, collaboration, process compliance and reporting processes • Actively involved in crafting customer and partner experience journeys, responsiveness, readiness, and organizational health

Serving as an Assistant Manager of Service delivery and operation, handling a team of 35 engineer’s, taking care of daily management meeting for service related issue, managing and handling escalation of clients in accordance of engineer’s skill or service related.Responsilbities : • E2E life cycle management of Critical Incidents • Impact study of service on business • Root Cause Analysis reporting

Managing a cross-functional team of 30-35 resources with Service Management capabilities and ensuring governance for Enterprise Customers' Data Center IT Infrastructure, IT Application Support, Applications Development and Testing requirements Worked as Customer support Lead in client Location, Managing Team strength of multiple engineers. Handling client issue, coordination, taking escalation and listening to their issue and resolving in high level, maintain the engineer day to day productivity, IT asset stock details, Logistic department of IT assets, Taking care for IT Budget. Reviewing with team member, weekly and monthly client review meeting. Preparing presentation, List of documents and working closely with Purchase team for end-to-end delivery.