Operations Lead with Tech Mahindra Ltd., Hyderabad, since Feb 2015. Leading the team in a Project for high visibility Managed Services delivery, including NOC Operations and Cloud Service Operations, for a leading appliances customer, transitioning the Services.Proactive IT Service Manager, with a distinction of achieving delivery excellence in IT Service Transition/Delivery Management for Managed Services, involving support services delivery for NOC Operations and Cloud Service Operations, having hands-on experience in resolution of critical Incident/Problem, Change execution/management, Capacity management, IT Infrastructure management, Service stabilization and Continual Service Improvement, while complying with the agreed SLA.Strong Technical expertise in Agile Methodologies, Middleware (Oracle WebLogic), Windows/Linux System & Network Administration. Well-versed with all phases of Software Development Life Cycle (SDLC).A strong Team Leader, skilled at talent recruitment & induction, performance monitoring & feedback, knowledge transfer for skill upgrade, issue/conflict resolution and mentoring team for optimum productivity.A client-facing Team Player with analytical, problem solving, decision making, collaborating, innovation, planning, time management, interpersonal and communication skills.

Provided over sight to timely responses to Critical/Major Incidents and closure of same, liaising with Major Incident Managers/Incident Teams/Service Manager from vendors.Supported KPI monitoring/review, control adherence to quality, Queue Management, communications/interactions with clientsReviewed & initiated Problem Management process for all major incidents, on the basis of gap analysis and improvement of process gaps.Prepared & presented daily Incident & Change Management report to the stake holders while proactively tracked the service delivered by the team for all Customers.Accorded with additional responsibility, to manage other ITSM process, like System/Service Availability & Capacity Management and vendor escalation activities.Created & provided communications/solutions for the affected users, that included senior stakeholders & managementResolved IT major incidents and reported to the business leaders & stake holders, accurately, through life cycle of an incident.During the first half of the engagement, acted in the role of Desktop Support Engineer, for a telecom giant, for management of Critical & Major Incidents, by initializing & responding to any new incidents within the stipulated KPI. Participated & gained proficiency in advanced troubleshooting of windows desktop, SCCM deployment of critical patches & networking (Wired and Wireless).

Initiated the IT career, with this country leader in outsourcing, for providing Technical Support on internet issues (ISP side) for end-users, with the responsibilities of supporting/resolving diverse network issues, ranging from Home networking to Small Home offices, gaining expertise on Wired/Wireless, Enterprise networking, resolving escalation. Gained knowledge over other backbone infrastructure from a data center standpoint.