• Spearheading end-to-end Service Delivery, SLA Management and client communication• Monitoring overall functioning of processes, identifying improvement areas & implementing adequate measures to maximize customer satisfaction level• Setting out quality standards for various operational areas, ensuring high-quality experience, while adhering to SLAs and work processes• Providing customer engineering field support for base maintenance through technical recording of queries in a query database and following up till satisfactory resolution; ensuring minimum TAT• Formulating and presenting the quarterly business review reports to the client on progress of the business• Preparing reports and documenting the same with a view to apprise management of process operations and assist in critical decision-making process• Collaborating with the global stakeholders and working with them simultaneously• Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organizational goals• Involved in test firing of the M777 guns along with Indian army leading to its acceptance.• Involved in training and limited trails with the K9 guns along with the Indian army

Key Result Areas: Providing technical assistance to customer to ensure equipment uptime of 95% through the calendar year. Formulated and negotiated an all encompassing support contract with multiple agencies to provide repair and incountry calibration support that reulted in 35% cost reductions and 20% time savings Involved in continuous monitoring overall functioning of processes, identifying improvement areas & implementing adequate measures to maximize customer satisfaction level Planning operations for rendering and achieving quality services; providing customer engineering field support by maintaining a technical query database and following up till satisfactory resolution; ensuring minimum TAT Preparing reports to assist in critical decision-making process and working towards six monthly milestone targets. Collaborating with the global stakeholders to improve efficiency of turning around of defective components and reducing logistical delays.Highlights: Conduct of annual safety audits of the test facility Spearheaded training classes on Test Program Methodology for customers and recorded instruction for later use Acted as a primary point of contact between customer and the project team in the UK on all technical matters regarding the project

Time Period: Apr’00- Nov’12Responsibilties: • Configured and maintained database servers, ensuring high-level performance, efficiency and security for the Indian Navy's Human Resource Management applications (IHRMS)• Managed IHRMS databases through product lifecycle environments, from development on a NET platform to production systems and roll out for a pan Navy use• Addressed customer issues associated with new software to addressing them in a time bound manner

Headed the Navy MRO team as its chief technical officer and was responsible for themaintenance of Avionics systems of 6 types of aircraft.Oversaw technical resources optimally to overcome obsolescence and OEM non supportability issues affecting repairs.Was responsible for the timely completion of planned maintenance activities and for production of aircraft in second line. Addressing technical queries to in coordination with the OEM Support & ServicesProficient in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levelEnsured AOG situations were kept to a minimum to ensure maximum availabilityOperated with NIL ACCIDENTS