With over 23 years of experience in the IT / ITES industry, I am a goal-driven leader who delivers business value through process excellence and continuous improvement. I currently head service delivery and customer support operations for one of the leading telecom operators in the Middle East, managing a large and diverse team of over 400 professionals across multiple locations and disciplines.My core competencies include strategic and tactical planning, program and project management, account management, contract negotiation and renewal, RFI / RFP development, people development and thought leadership, P/L accountability, ESAT and CSAT management, business continuity planning and disaster recovery, quality management, and IT best practices. I have a proven track record of performance transformation in diverse roles and domains, such as data center operations, service desk operations, Customer Support Operations, Technical support in telecom, networking, hardware, and software. I have also successfully led start-up operations, transitions and ramp-ups, involving sourcing, recruitment, training, infrastructure, performance measurement, and improvement. I have received multiple awards and recognition for my leadership and management skills, including the Best People Manager Award from Wipro Chairman Mr. Azim Premji and the selection for the Wipro Leadership Program.