• Manage a team to ensure that agreed targets are met and appropriate qualitative standards achieved • Participating in the sales process by identifying business development potential.• Ensuring that service delivery standards are maintained by regular improvement in process and procedures.• Ensured service level agreements are met in support of the clients' business requirements• Train, develop, coach, and evaluate Operations staff to cultivate exceptional customer service• Act as escalation point for all incidents, problems and change request• Manage resources in a cost-effective manner to avoid waste of resources by monitoring problem management database and follows up with assigned personnel• Responsible for all projects from planning, Execution, Implementation and closure also identify project risks and develop risk mitigation plans• Ensures that project milestones/department goals are met by proactive approach• Attained regular progress meeting with Clients, Senior Management and Stakeholders• Writing up reports on business operations for the executive staff.

• Manage a team of helpdesk engineer and ensure that agreed targets are met and appropriate qualitative standards achieved • Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. • Analyze help desk activities and develop tools and process improvements to optimize service and staff performance• Monitor and manage phone & email queue and Act as escalation point for all incidents, problems and change request• Manage resources in a cost-effective manner to avoid waste of resources by monitoring problem management database and follows up with assigned personnel• Plan work schedules for help desk operations and assign staff to accomplish daily work by providing for variations in workload• Interact with internal and external customers including vendors for timely resolutions of issues.• Responsible for all projects (technical implementation) from planning, Execution, Implementation and closure)• Project coordination and identify project risks and develop risk mitigation plans• Ensures that project milestones/department goals are met by proactive approach• Train, coach and mentor helpdesk Engineers including career development• Attained daily, weekly & monthly sync up calls with Clients, Senior Management and Stakeholders and prepare weekly & monthly dashboards for Incident, Change & Problem Process for review

• Planning & implementation of Backup• Managing Active Directory• Managing DHCP• Troubleshooting of Lotus Notes at client machines.• Managing Anti Virus server (Trend Micro)• Patch management for All Servers & Desktop PCs• Server Support (Health monitoring, Log reviewing etc.) • Vender & Asset management• Technical support to Clients (NIIT Technology Ltd, Flextronics Software Systems, LeasePlan Fleet management)

• Managing Active Directory• User & mail box management• Managing Local Area Network • Anti Virus Management (Symantec Corp Edition)• Patch Management for Servers & Desktop PCs• Hardware & Software troubleshooting • Generating Weekly & Monthly reports as per ISO norm