Performing Capacity\Availability management of project resources.Providing Value add to Client by showcasing qualitative and quantitative improvements in project.Involved in IT infra project delivery for various clients, where client like to setup ODC.Applying best practice of ITIL, Good exposure in designing SLA and SLA calibration.Identifying and applying Lean Six Sigma Methodology.Preparing and presenting QBRs to BU and Client Top Management. Ensure high level of Project Health and Compliance is maintained.To make sure all project delivers agreed service to client within the given deadline. Streamlining technical deliverables by conducting one to one meeting with technical lead and being accountable for its progress.Have very strong Leadership, communication and presentation skills with national and international clients.Conduct 2 Level Interview during the recruitment process.Responsibilities when worked as Service Desk Practice Head\Transition Manager\Project Lead:Understanding Client requirement and providing solutions along with key stake holders like Account Manager, SMEs, Delivery and Practice Managers.Act as Transition Manager, when travelling International and deliver new business using Global Delivery model which includes Service Transition, IT Infrastructure Setup and New hire.Performance Management of team by setting internal KPI-Key Performance Index for project, providing SMART objective, To make sure all project delivers agreed service to client within the given deadline. Getting RCA for any breach in SLA/Service by respective leads/team membersStreamlining technical deliverables by conducting one to one meeting with technical lead and being accountable for its progress.

Managing user accounts and other resources from Active Directory.Managing user access to internal applications.Managing Service request of users.Incident Management.Problem ManagementManaging Active Directory and user access management.Service Review and Quarterly business meeting with ClientsGenerate various reports for clients based on the requirement.Managing user access to hosted application in Citrix environment.Managing and handling Exchange related task.Granting remote access to users. Team Management.Availability Management.Coordinate with vendor for extended support to end users.

Leading a team of 10 Service Desk technical analyst for smooth operation of IT service management.Assigning calls related to desktop, printers, client operating system and providing guidance to engineers as needed.Resolving server related hardware and operating system issues.Managing IT related Asset Inventory reports Managing service request of users with the help of a third party software.Managing users, computer, printers and other resources in domain.Taking daily, weekly and monthly backup.Monitoring MacAfee Server – ePolicy Orchestrator Agent.

Mentoring the team and finding technical solution for team members. Resolving Installation and Virus related issue in customer PC. Regular interaction with the Level 3 technical teams to highlight the new issues and collect solution.Leading the team with less attrition rate.Motivating the team to achieve CSAT for the project.Recognized as Best Team Lead within the Project.Recruited more than 300 Level 1/2 technical support executives.Conduct technical and Process related training.Handled Tier 2 technical team and coordinated with Tier 3 team to get solution for unresolved issues and manage the competitive vendor teams.