Interfacing with multiple customers in an On-Demand IaaS environment for technical and customer service levels.

Oversee all aspects of a Platform Operations team and provide support services to NTT Com, Cloud Infrastructure Service's clients:-Managed Cloud (Public/Private/Provider) Platforms-Network, Virtualization, Systems and Storage Services-7x24x365 Platform Operations

Responsible for interfacing with multiple customers in an On-Demand SaaS environment for technical and customer service level.Responsibilities include serving as point of escalation and review for issues or concerns identified by the customer or the monitoring system on a 24x7 basis.

Responsible for production IT infrastructure, Information Security, IT policies/processes.Managing user expectations and delivering quality information services to internal and external customers.

Managed IT infrastructure at US based colo facility covering design, configuration, testing and implementation besides monitoring of the hosting environment.Ensured maximum uptime for the infrastructure and software applications hosted in SaaS model besides handling information security, statutory compliances, policies and processes aligned to the business objectives of the organization.Coordinated and collaborated with business partner and software technology teams (Architects, Delivery and other business facing teams) to ensure strict adherence to project delivery schedules and budgetary allocations.Evaluated, recommended, purchased and implemented new technologies in alignment to business and IT requirements besides being actively involved in local and international vendor selection, vendor management, procurement and regular interaction with stakeholders.Provided leadership to a technical team involved in 24/7 technical support in a multi-platform LAN/WAN environment.

Working closely with Head-IT at corporate and branch IT offices. Responsible for Information Security, Upcoming Projects and Business support systems

Responsible for IT Operations level 2/3 support for OE customers. Providing technical solutions in customer interfacing role. Initiate, recommend and implement server maintenance methodologies, remote installation and application maintenance.Incident, Work Requests and Change Management Rightnow and Onyx CRM/ticketing system

Managed a 200 seat call center site with a team of 7 Engineers/Administrators, spanning management, support, implementation for System, Database/SQL, Help Desk/IT processes/procedures, LAN/WAN Network Service.Ensured IT uptime as per SLA with prime focus on maximizing client satisfaction besides handling new project launch in addition to ongoing support/maintenance.Provided next level technical support on System/LAN/WAN related issues besides supervision of outsourced IT-FMS.Installation and configuration of Microsoft SUS; planning and supervision of PC rollouts besides evaluation and recommendation of HRMS from Global Groupware.Maintened & administrated Dialer system servers (Both Sun servers & Windows 2000 servers), Verint’s Ultra voice logger system servers, Nortel Symposium server and other application servers.Involved in telemarketing campaigns including handling of Davox (Ensemble 3.1.0) dialer (Application & Report Development) besides system/telecom level troubleshooting and technical support.Imparted trainings on Verint’s Ultra voice logger, Davox Dialer to operation and technology team members besides interacting with overseas customers for new applications and technologies.